Start Configuration

The Start tab lets you configure the chatbot’s three default scenarios. You can create a Welcome message to greet customers with, an End of activity message to follow every chatbot response, and a Don’t understand sequence to determine how Zowie reacts when it doesn’t know the answer to a customer question. 

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Setting up an Automation

Zowie’s knowledge base comes pre-configured with around 100 automations for questions commonly asked in the ecommerce space. To set up an automation, edit an existing topic and add the response you want Zowie to deliver. Explore additional elements like images and links along with options such as Quality Assurance and Topic Suggestion.

Quality Assurance & Topic Suggestion

The Quality Assurance feature lets you measure how helpful your automations are. It’s a simple and effective way to collect customer feedback and put customers in touch with agents whenever needed. Topic Suggestion, a separate mechanism, enables you to present customers with a list of recommended topics whenever the chatbot isn’t sure how to respond to a question.

Survey Module

Survey modules can be used to replace web forms or collect customer data. To set one up, type in the questions you want customers to answer, the expected answer types (free text, email address, etc.), and the message to send if customers submit an invalid format. You’ll also add a message for customers to receive after completing the survey.

Handover Module

Handover modules transfer customers to human agents. They’re helpful when Zowie doesn’t understand a customer’s question, when a customer says an answer wasn’t helpful during QA, and when you want customers to chat directly with a team member. Freely enter any text to display before or after a handover is triggered and configure when agents are available for live chat.

Workflow Module

Workflows are used for complex decision-tree flows that guide customers through a series of multiple-choice questions. These can be directly connected to automations in your knowledge base. Create workflows with different branches to steer customers to the appropriate next steps based on their answers.

Connecting a Module

Easily connect modules like handovers, surveys, and workflows at different places in the chatbot environment. Within your knowledge base, you can edit individual automations and decide what content Zowie responds with. From there, guide customers directly to a module or add elements like text, images, or links before the module is triggered.