Response workflows
Create and connect a set of custom responses in your response workflow. You can set up predefined questions and suggest specific replies that will automatically trigger the desired response. This leads to more coherent and reliable responses, ensuring a consistent and trustworthy customer experience.
Set up a response workflow
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On Sendbird Dashboard, go to Application > AI chatbot > Response workflows and click on Create a workflow +.
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Enter basic information for this response workflow.
| Field | Description |
|---|---|
Name | A name for this response workflow. This name is only used for the dashboard. |
Response workflow ID | A key to filter or identify the workflow by in the server. Only letters, numbers, and underscores can be used. |
If checked, a Back button will be displayed in the chat window, allowing users to return to the previous step in the conversation. This is useful for multi-step workflows.
- Set up trigger questions and keywords to initiate the response workflow.
You can also generate and add AI suggested trigger questions. If the Let AI detect similar questions is checked, the AI will evaluate the user’s question for semantic similarity to the questions listed above, and trigger response if similarity is detected.
Add a trigger keyword
You can add a keyword to trigger the response workflow. When a user enters a message containing the keyword, the response workflow will be triggered. Note the following when adding a keyword:
- Spaces also count (e.g. “dog” vs. “dog ”).
- Use the && symbol to detect multiple keywords at the same time (e.g. dog && cat).
- Set up your first custom response
You can add texts (messages), function calls (using API), and images as a response.
Enable user text input
If checked, the user can type and send a message to the chatbot instead of only relying on suggested replies to continue the conversation.
Suggested replies
On top of messages, function calls, and images, you can add suggested replies to the response. These are one-click responses designed for fast and easy user engagement. You can change the text of the suggested replies by clicking on the text field directly.
Each suggested reply can be set to trigger a different response workflow, allowing you to create a multi-step conversation.
| Field | Description |
|---|---|
Create a response | You can create a custom response that will be triggered by the clicked suggested reply. |
Let AI bot answer | You can let the AI bot answer the user's question. The response workflow will be ended after the AI bot replies. |
Link to disconnected response | You can connect to a custom response that is not connected to any response workflow. |
Link to another response workflow | You can connect to another response workflow that is created in the dashboard. |
- Once you have set up your response workflow, click Save.
Make sure there are no red triangles showing in the builder. If there are, it means there is an error in the response workflow. Click on the red triangle to see the error message and fix it.
Finished View your response workflow
Incorporate it into your AI chatbot
Using the response workflow you created above, you can directly incorporate it into your AI chatbot.
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On Sendbird Dashboard, go to Application > AI Chatbot > Manage bots > Bot studio and either click on an existing bot or create a new bot. For more information on how to create a new bot, see this page.
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In the bot detail page, you can select and add a response under Use workflows as shown in the image below.
To learn more, see Sendbird's AI chatbot product page.