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FeaturesConversational AiChatbot

Chatbot

Set up a smart chatbot that handles incoming messages, creates support tickets, and captures leads automatically through natural conversation on text-based channels.

Overview

The Chatbot enables automated text-based conversations through your integrated messaging channels. It processes incoming messages, understands intent via AI (Gemini only), and takes appropriate actions — responding to queries, capturing lead information, or creating support tickets.

Chatbot Capabilities

Lead Capture

The chatbot automatically captures and qualifies lead information from conversations. This transforms casual inquiries into structured, actionable leads in your contact database.

Lead Qualification Flow

  1. Trigger — A new message arrives from an unknown or unqualified contact
  2. Greeting — The chatbot introduces itself and asks how it can help
  3. Intent Detection — The AI analyzes the message to determine if the person is a potential lead
  4. Information Gathering — The chatbot asks for key details:
    • Contact name
    • Phone number (for callback)
    • Email address
    • Company name
    • Interest area / need
  5. Qualification — Based on configured criteria, the chatbot evaluates:
    • Does the lead match your target profile?
    • Is there a genuine need or just browsing?
    • What is the estimated timeline?
  6. Outcome — Qualified leads are saved with a “hot” tag and flagged for follow-up. Unqualified contacts receive helpful information and an invitation to reach out again.
⚠️

Data Privacy When Capturing Leads. Ensure your chatbot notifies users what data is being collected and how it will be used. For GDPR compliance, obtain explicit consent before storing personal information. Contacts collected via WhatsApp require prior opt-in consent per WhatsApp Business policies.

Ticket Creation

When a user reports an issue or requests support, the chatbot automatically creates a ticket:

  • Automatic creation — No manual intervention needed; the chatbot detects support intent and creates the ticket
  • Categorization — Tickets are auto-categorized based on conversation analysis (e.g., “Billing”, “Technical”, “Account”, “General Inquiry”)
  • Priority setting — The chatbot assesses urgency from language cues (e.g., “urgent”, “not working”, “ASAP”) and assigns priority accordingly (Low, Medium, High, Critical)
  • Summary generation — The chatbot generates a concise ticket summary from the conversation, saving agents time
  • Contact linking — Tickets are automatically linked to the relevant contact in your database for full conversation history

Message Handling

The chatbot uses AI to generate context-aware responses:

  • Understands natural language and conversation flow
  • Maintains context across multiple messages (remembers what was discussed earlier)
  • Handles multi-turn conversations without losing track
  • Supports FAQ-style responses for common questions
  • Detects when a conversation should be escalated to a human agent

Sample Conversation Flows

Lead Capture Flow

User:  "Hi, I need a bulk messaging solution for my business."
Bot:   "Hello! I would love to help you find the right solution. 
        Can you tell me a bit more about your business and what you are looking for?"
User:  "I run a retail chain with 5 stores. I need to send SMS to my customers."
Bot:   "That sounds like a great fit. To get you the best recommendation, 
        could you share your name, email, and best phone number?"
User:  "Sure, I am Rahul, [email protected], +91 98765 43210"
Bot:   "Thanks, Rahul! I have noted your details. A sales representative 
        will reach out to you within 24 hours with a tailored proposal. 
        Is there anything else I can help with?"

Configuration

The chatbot uses Gemini (gemini-3.1-flash-lite, hardcoded). OpenAI is not available for the chatbot. The Gemini API key must be configured in Settings . Additional chatbot-specific settings include:

  • Welcome message — The greeting sent to new contacts
  • Working hours — Optionally restrict chatbot availability and provide an away message
  • Escalation rules — Define when conversations should be handed off to a human agent
  • Lead qualification criteria — Configure what qualifies a lead (budget range, company size, timeline, etc.)

Combining Chatbot with WhatsApp Inbox

When integrated with your WhatsApp Business inbox:

  • The chatbot handles initial messages and qualifies leads
  • Conversations requiring human attention are seamlessly transferred to your team in the WhatsApp inbox
  • Agents see the full chatbot conversation history and can pick up where the AI left off
  • After hours, the chatbot continues to engage leads and create tickets for follow-up during business hours
✅

Best Practice: Chatbot + Human Hybrid. Use the chatbot as a first line of response for all inbound messages. It handles FAQs and lead capture instantly (24/7), and escalates complex or sensitive conversations to your human team. This reduces response time, captures leads even outside business hours, and lets your agents focus on high-value interactions.

Tips

  • Train the chatbot by reviewing conversation logs and refining its responses over time
  • Monitor chatbot interactions regularly to identify gaps in its knowledge or handling
  • Combine with human agents for seamless escalation on complex issues
  • Use the chatbot’s lead qualification to tag contacts automatically (e.g., “hot-lead”, “warm-lead”) for your sales team
  • Review ticket categorization accuracy periodically and adjust the chatbot’s categorization rules
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