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Product Newsletter October 2nd
Webhook Templates for days, improvements to the error handling logic, and the ability to pass CVars almost everywhere.
Hi!
Now that I've shamelessly stolen your attention with this high-fiving dog, here is the latest product news from us.
What's new
Bot Operators are now able to deep link to a conversation in the Inbox. This allows customer support personnel to easily view the exchange between a bot and an end user.
Bot Operators now have the ability to pass Custom Variables (CVars) through the widget script.
The Trigger API Endpoint has been updated to support the usage of CVars.
Improvements to the error handling logic of our webhooks.
Webhook Templates! Lots of 'em!
Continue reading to find a detailed description of our new additions.
Deep link to a conversation
This newly added function allows you to link directly to a conversation in the Inbox. To use this in your bot, you will need to create a webhook that passes the following information onto customer support:
The variables botId and session_id will then be replaced by the appropriate data, meaning that it will be transformed into a usable link.
One way of utilizing this new function is to create a webhook using the BotXO Email Notification Webhook Template, and sending the link to the conversation to your customer support representative, as illustrated below:
Passing Custom Variables through the Widget script
You now have the ability to set Custom Variables (CVars) for end users, by passing them through the Widget script.
With this function, you can assign certain values to end users that are viewing your content from a specific web-page. For example, if you have some premium end users who are able to access a particular web-page on your site, you can assign the value "premium" to their "user_profile" CVar in the Widget. This would then give them access to a specific part of your communication flow, that you only want premium end users to be able to view.
The Trigger API Endpoint lets you drive specific conversations to specific module IDs, based on data from a third-party server. This means that the bot is able to know whether or not an end user has completed an action on a third-party site. This endpoint is extremely useful for situations such as when an end user is performing an action like filling in a form or completing a purchase on a website.
We've updated this endpoint to include support for using CVars, which means you are now able to assign specific values to the end user, based on the actions completed by them on a third-party site.
Improvements to the error handling logic of webhooks
We have improved the error handling logic of our webhooks. Specifically, this means that when a webhook returns a format other than a valid JSON object, the conversation will no longer be blocked.
Instead, the conversation will continue, and the wrongly formatted response will be stored in a default CVar called "botxo_error_response_mapper".
Highlighted Webhook Templates
This week marks an exciting time for Webhook Templates (WHTs). We have, not one, not two, but three brand-new WHTs for you to play with.
The first template is Language Detection v1, which allows you to determine which language an end user is communicating in. Use this WHT to drive end users to specific modules based on what language they're using.
The second template is Sentiment Analysis v1, which determines whether an end user reply is positive, neutral, or negative. For instance, the end user reply "This is useless" will receive a negative score, while the end user reply "I am glad that you were able to help me" will receive a positive score. At the moment, this WHT only supports Danish, but we expect to add support for more languages in the near future.
The third and last template is Entity Extraction v1, which is able to extract and expose different types of information from end user replies. This version supports the following formats: email addresses, numbers, phone numbers, time and dates, and URLs. Use this WHT to trigger specific conversation paths based on the extracted entities.
We have been fixing bugs and improving performance, for example:
Fixed: When copying a module containing cards, the source module would lose the cards.
Fixed: Some Bot Operators were experiencing issues when attempting to add or delete parameters from a webhook.
Fixed: Bot Operators were not able to close down a chat using the 'x' in the top right corner of a widget.
Known bugs:
Some Bot Operators are experiencing issues when more than one active bot is listed in as many departments in a pre-chat form in Zendesk. This causes issues when trying to access the visitor_email variable.
We've noted that some Bot Operators are experiencing issues with Insight Reports, and not being able to view data from their bot.
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