Diligent Bot Technical Resources

Find the step by step click configuration for Diligent Bot here

The human race is going towards automation

Salesforce is nothing less for it.

Here customers need to access their data with a single click and businesses need to get the prospects details within no time

There is no room for waiting now, in serving the customers.

The world is looking for instant results.

Then why should we expect the Salesforce customers to wait for it?

Here is the Solution. Diligent Bot!

The AI-powered Salesforce Native Chatbot.

Now customers can perform almost any Salesforce operation within no time through Diligent Bot.

With Diligent Bot, Customer can able to provide and can access their information from where ever they want through multiple media like Websites, mobiles, Facebook, WhatsApp, Salesforce lightning and from Salesforce communities.

Diligent Bot can help you Automate your Customer Engagement even from smart conversations to the extent of Running an Apex program using Diligent Bot.

 

Create Salesforce Records along with Individual data options

The beauty of dynamic embedded form in Diligent Bot empowers the customer relationship by giving them the ease of sharing information or reporting without any wait time.

With Diligent Bot can also add child records like adding case comment for a Case

Show the customers what they need

Diligent Bot provides the flexibility of seeing customer’s data anytime they need like tracking their Order or checking their case status under secured environment

Update Salesforce Records

With Diligent Bot, Customers can view and update their data, if required without any help from the personal agent.

Attachment Downloads/ Uploads

With Diligent Bot, customers can able to upload or download attachments from Salesforce.

Easily Customizable Interface

With Diligent Bot, customizing your Bot is easy, just with few clicks you are ready to set up your Bot.

Powered by Machine Learning

Diligent Bot is empowered by Google Dialog flow NLP to best carry effective conversations. Diligent Bot can be customized to integrate with any NLP or AI service to better understand the user’s input.

Available 24*7 with Live Agent Support

Diligent Bot is available for the support 24*7 that can collect pre-engagement user details and transfer the conversation from the Chatbot to a live team member and pass key information about the conversation

Analytics on Internal & External Chat History

Diligent Bot comes with an in-built feature of saving and tracking of Conversation history along with environment chatted. And our pre-configured Analytics frame the Chat History into beautiful Analytics, so you can customize for expected inputs for a better experience every time.

An advanced customer support tool for AppExchange partners

This feature has been build for an easy and effective way of interacting with Appexchange customers. With the Help of Diligent Bot, customers can able to get instant responses from AppExchange partners. They will have the ability to interact and register their problems with single click right from the application in Salesforce instance.

A perfect Sales App with product Catalog

With Diligent Bot, Users can advertise the information about your new products in-person to every customer interested by providing the list of properties of your products including images and prices. The unique feature of product catalog brings up an interactive conversation with your customer or leads by showing the pictures of products or process followed by description and options to take actions of a particular displayed product or process.

We have much more exciting features like

  • Salesforce Knowledge Integration
  • Salesforce Calendar Integration
  • Auto Reminders
  • Capability of Running Apex

Use Cases by Industries:

Here are a few of the best Use cases that the Diligent bot can make things real simple to the user  .

 

E-Commerce:

Product display :

Diligent bot has an excellent functionality of showcasing the products in a beautiful card layout to make the product more effective in reaching the customer. This functionality contains filter option to show the customer what they exactly want to see.

Detailing the product :

The showcasing of product always demands a need to contain an in detail  information about the product to gain the trust of the customer or the user and to develop the business. But this case always needs a larger space which will not be possible in maximum conditions in E-Commerce platform in order to show more options or more products. Here diligent bot will provide an extra option to show all the details with the single click about the selected product without wasting any space and increasing the efficiency without showing details for on all other unnecessary products for the user.

Preparing Quotation :

While the customer is going through the products in diligent bot he can able to save the product for check out. This list can be converted into quotation with a single click once browsing of the products ended by customer.

Survey or Feedback :

The key factor for every business will be based on customer satisfaction. So to get it we need to ask the customer how satisfied he is with the product. For the we can prepare an easy questionnaire for conducting a survey.

Taking quotation/comments from customer :

With the help of diligent bot we can easily prepare a form for taking a pre order from the customer the required products for the customer is not available.

Downloading invoices/bills :

Diligent Bot will provide the information of the created or completed orders along with the functionality of downloading quotations/invoices/bills based on the status of the order.

IT Industries :

Personal Bots :

Diligent Bot can be configured to respond as personal bots based on industries. The responses and the commands can be easily configured without any extra additions like plugins.

Project Specific bots :

Diligent Bot can be trained to be project specific if needed. There is absolutely no need to delete the other projects data while responding as a representative for specific project of theme. Diligent Bot contains an option to active or inactive the commands whenever it is needed. This will make the Bot to capture only active commands ignoring the inactive commands.

Customer support :

Diligent Bot can be a perfect customer care executive in terms of providing continued support for 24/7 throughout the year to the customer and providing the service with complete knowledge. It can also be easily configured with various options for the user at every specific step. It will reduce a lot of time, money and effort investing on human customer care executives. Diligent Bot is more efficient and convenient for any kind of customer support.

Bot for relaxation :

With the easy configurations, Diligent Bot can be trained as an entertainer or relaxing point whenever the employee/customer needs some space to regain the concentration. It can be included with fun elements like videos, jokes or interesting puzzles and comics.

Consultant Industries(travel, services etc.) :

Suggestions based on interests based on budget :

Diligent Bot can suggest the customers with clear and specific data matching with their interests in any industry. We can take a travel agencies as a best examples for this category. Diligent Bot will collect the interests initially from the customer and provides the highly suggestible plans or trips which will be pleasing to the customers to select specific from the list.

Advertising best plans :

Diligent Bot can advertise at any point of time while chatting inside the Bot about best travel trips or new travel plans introduced by the agencies. It can also provide the details for every individual plans with a single click.

Saving history of the user and suggesting latest updated plans:

With the help of saved history in Diligent Bot it can suggest the customers to a specific point based on their previous trips or plans.

Downloading best plans at any point of time :

Diligent Bot can provide specific PDF’s or images uploaded in regard to best plans or trips that the organization wants to intimate the customer.

Real Estate  :

Pre-sale marketing :

Diligent Bot can be used for marketing new property from any industry.

Process Guide :

Diligent Bot can guide the customers with the process in order to buy/sell properties. Also it can provide information regarding related documents to sell/buy property. It will provide a feature where necessary documents can be uploaded/downloaded for specific properties.

After sale support:

Diligent Bot can be a perfect customer care executive in terms of providing continued support for 24/7 throughout the year to the customer and providing the service with complete knowledge. It can also be easily configured with various options for the user at every specific step. It will reduce a lot of time, money and effort investing on human customer care executives. Diligent Bot is more efficient and convenient for any kind of after sales support.

Taking suggestions or feedbacks from the customer:

As this is the main part of any real estate industry taking feedback of purchased/sold property and summarizing them into analytics to show the success and saving suggestions or comments made by the user. Diligent Bot will provide all this functionality with just a little effort in configuring the flows.

Providing time to time analytics :

Depending on the feedbacks and the sales diligent Bot can be efficient to provide all kinds of analytics to review the sales of sold/purchased properties and feedbacks/suggestions made by user. And analytics can also be shown about the suggestible properties based on the ratings given by the customers.

Medical Industries :

Instant suggestions for determined health problems :

In the medical industry, most of the people wants to know what is the reason and remedy for any illness occurred. Diligent bot will provide a solution for immediate response to the user. Easy configurations for predetermined health issues can be saved and can be created as a flow in diligent bot which will provide a clear and specific solutions to the customers who reached out the site searching for the same. The wide range of listed health issues depends on the configurations made.

Listing best hospitals by region :

A specific data of best hospitals maintained in salesforce can be easily showcased to the user depending on the category of the problem. Diligent bot can able to filter the best hospitals by region provided by user. This will make the user maintain a good contact with the site where diligent Bot provided useful information whenever the customer needed.

Booking appointments:

Not only by listing out the best hospitals, Diligent Bot can also take the details of the user and book an appointment for any hospital at any time. As the Diligent Bot keeps on serving every minute to the user which is very important for any kind of emergencies. The continuous availability of support service by Diligent Bot helps the user at any point of time on any day overcoming the main disadvantage in human interactions.

Suggesting time based personalized patient care:

Diligent Bot will also provide functionality of reminder messages to the user based on medical history and providing suggestions, to book an appointment or offer any other medical reason.

Advertising/Suggesting seminars/products:

Diligent Bot can be useful to suggest the user on new seminars or sessions on health-related problems or remedies. It can also advertise new products based on specific category for registered users.

Download reports:

Diligent Bot can provide functionality to download the reports instantly from the site of the hospital based on the user registration process.

Product based Industries :

Pre-sale marketing :

Diligent Bot can be used for marketing new products from any industry. As discussed above we have three ways to advertise new products using Diligent Bot.

Booking test of the products like automobiles/electronic devices :

Diligent Bot can book a test run or demo on the advertised products when the user approaches to the site. The booking can also be made based on the region of the user.

After sale support:

Diligent Bot can be a perfect customer care executive in terms of providing continued support for 24/7 throughout the year to the customer and providing the service with complete knowledge. It can also be easily configured with various options for the user at every specific step. It will reduce a lot of time, money and effort investing on human customer care executives. Diligent Bot is more efficient and convenient for any kind of after sales support.

Taking suggestions or feedbacks from the customer:

As this is the main part of any product based industry taking feedback of released product and summarizing them into analytics to show the success of the product and saving suggestions or comments made by the user to develop the product. Diligent Bot will provide all this functionality with just a little effort in configuring the flows.

Providing time to time analytics :

Depending on the feedbacks and the sales diligent Bot can be efficient to provide all kinds of analytics to review the sales of released products and feedbacks/suggestions made by user. And analytics can also be shown about the suggestible products based on the ratings given by the customers.

Downloading invoices/bills :

Diligent Bot will provide the information of the created or completed orders along with the functionality of downloading quotations/invoices/bills based on the status of the order.

Installation guide :

Diligent Bot can be used as a perfect installation guide for new products. Configuring flows to guide the customers based on the stage he was in an installation process. It  can also provide the flexibility to download the installation material.

Creating Space:

Diligent Bot provide some specific space to displaying advertisements on top or bottom of Bot. By this feature it will give extra attention to the customers about your  products. To provide an extra attention to the customers about your new products diligent bot can provide you a convenient space inside the bot on your demand to showcase ads on your new products. This will bring a dynamic glance in advertisement industry with very economic expenditure.

Tagging Advertisements to messages:

In our Bot we can provide a feature where you can tag your advertisements to specific commands, so that your new product can reach the customer in an effective and easy way through bot suggestions on recommended products based on the theme of command user used.

Advertisements as Background Image:

We are providing a space where you can advertise your products in King size. The background image selection option of Diligent bot will provide a wide space where we can simply advertise the new products/Designs/company related marketing images.

Sales:

Diligent Bot provide shopping assistance and product recommendations. It can list out the products with very close interactions which will reach the customer in a very effective manner. And it can take the customer to the point to where exactly the customer wants to go. Bot can list out all the details need to be shown with effective UI and allows user to mark his favorite product either for checkout or for later.

Marketing and Advertising :

Advertising through bot poses both great opportunities and challenges for brands. Messaging is our most personal form of interaction, and this intimacy is yet more emphasized on mobile, our most private device. Driving people from a Social media ad to a Messenger experience is a powerful way to open up a conversation, and ads within bot can drive a whole new level of relevance.

And we are Sure with Diligent bot we can envision an entirely new high-water mark for brand engagement.

Creating specific space for advertisements

Tagging advertisements for specific messages

The Holding (Background image) :

We are providing a space where you can advertise your products in King size. The background image selection option of Diligent bot will provide a wide space where we can simply advertise the new products/Designs/company related marketing images.

Comparatively costs less and more efficient than other media options :

We are providing a space where you can advertise your products in King size. The background image selection option of Diligent bot will provide a wide space where we can simply advertise the new products/Designs/company related marketing images.

Demographic Targeting :

Online marketing also offers demographic platforms that help you to target and measure the response from different demographic regions. It allows you to target specific people or specific consumers that are likely to buy your product. You can ask prospects that come to your website to fill out a questionnaire that allows you to discover exactly who your customers are, their ages and their interests — and all of that information will help you mold your services to suit your customers.

Global Marketing

In a matter of months with aggressive SEO research you can secure millions of viewers and reach large targeted audiences. This can take your advertising message beyond the scope of your geography and offers the means and ease for people to buy from you around the globe. Your online marketing has the advantage of selling to customers 24 hours a day, 7 days a week, and from all over the country

Scheduling/Booking:

Setting up reservations for travel/movie tickets, Reservations for events/restaurants and setting up meetings can be easily done using Diligent bot. It can also guide the customer to Book them online. In this instance it can be easily used as Virtual guide for Widely handled businesses without any Human Interface.

Status checks:

It can easily provide information to the user at any point of time like Case status or Order tracking instantly.

Entertainment:

Bots can also deliver entertainment by offering random quotes, funny videos and jokes, such as Google’s Allo.

Let’s see how we can configure it

Text Command

Text command is used to configure a command that just replies the user with text response.

Let us see how we can configure Text commands,

  • After configuring settings of bot, click on “Configure bot” tab to start configuring commands.
  • Explore “New Commands(>)” tab on the side menu. And click on Text tab to start configuring Text commands.

Command Section

Command

  • Provide the command in the command field which the user expected to search for. For example “Hello../Hi../Welcome to Diligent Bot/How can I help you.”. This field is Mandatory to fill.

Alternate Command

  • Alternate command field contains the keywords which helps the user to search the original command. When the user starts typing auto suggestion functionality in the bot will suggest the commands based on the characters by user started typing.

For Example if the command is “create new case” then the alternate command can be provided as “create, case, new, insert”. When the user starts typing any of the keyword provided in the alternate commands, the auto suggestion will suggest the original command to select.

Ask a Question

  • Checking the Question check box can be used to ask customer a question and recorded. Question should be mentioned in “Ask the question” field after checking the Checkbox. That response of the customer will be recorded in Chat history

Response

  • Response field contains the message that should be displayed on success of Text command.

Pin to the command bar

  • Enabling this option will pin this particular command to the command bar in the bot, just above the text box which will be available throughout the conversation with the customer.

Global options

  • Global options provides the functionality as buttons to access other commands as a sequel to the executed command.
    • “Type” pick list contains the type of the button link (message, URL).
    • “Option name” contains the text of the button.
    • When message has been selected in “Type” pick list, a lookup field will be populated to select any other available command and
    • If the “URL” has been selected in the picklist, a text field will be auto populated to contain the URL to redirect when the button been clicked.
  • “Schedule” option works as an integration with Salesforce standardor custom calender which enables customers to book an appoiment or schedule the meeting with the Users.

 

Provide the Details (Insert command).

Insert Command 

Insert command is used to configure a command to insert the data into salesforce from the bot through particular forms.

Let us see how we can configure Insert commands,

  • After configuring settings of bot, click on “Configure bot” tab to start configuring commands.
  • Explore “New Commands(>)” tab on the side menu which is on the left side. And click on Insert Form tab to start configuring Insert commands.

Command Section

Command

  • Here, command should be mentioned which the user expected to search for. For example “create new case/ Show my previous cases/ Track my order/ Can you help to create an order/ Need an Appointment”. This field is Mandatory to fill.

Alternate Command

  • Alternate command field contains the keywords which helps the user to search the original command. When the user starts typing auto suggestion functionality in the bot will suggest the commands based on the characters by user started typing.
  • For Example if the command is “create new case” then the alternate command can be provided as “create, case, new, insert”. When the user starts typing any of the keyword provided in the alternate commands, the auto suggestion will suggest the original command to select.

Object

  • Select the object in the object field to perform the command. When we start typing the  object name the suggestions will come as a drop down among which we have to select the object.

Fields

  • Once an object has been selected, the fields in the object will be listed in the “Available fields” box. We can select the required fields to Insert the record, by a single click in the field name.
  • When a field been selected it will be added to “selected fields” box with a remove icon. If the field has been added by mistake or if it is not required anymore we can just click on the remove icon and it will be added back to the available fields list.
  • All the required fields should be selected either for form or through default values section to insert a command.
  • Auto numbers, formula fields, lookups, checkboxes can’t be inserted through bot.

Response

  • Response field contains the message that should be displayed on success of insert command.

Title text of Result

  • This field contains the title of the result. For Example “below are the list of your recent Cases” or “Please have a look at all open positions”. This text will be displayed at the top of the result for any command.
  • This field is Mandatory to fill.

Pin to the command bar

  • Enabling this option will pin this particular command to the command bar in the bot, just above the text box which will be available throughout the conversation with the customer.

Enable Attachments

  • Checking the Attachments fields enable customers to attch files or images relative to the providing details.

Authentication Setting

Authentication section is to configure the security to access the command. The user needs to be authenticated if they wanted to access that particular command. If the authentication required checkbox been checked in the Authentication section. To configure the authentication go through the authentication setup document.

  • The “Authentication ID” picklist contains the “Contact ID” and “Account ID” of the particular authenticated user. This Ids can be mapped to the related look up in the selected object using “Mapping fields” provide. This picklist contains the related lookups for the Id selected in the “Authentication Id” picklist.

Fields Default values

  • Default values contains the fields and values to be inserted by default, Every time this insert command executes. Along with the values that the user provided, default values will also get inserted in the same record.
  • “Field name” is a picklist of selected object fields and “Field value” is the default value to be inserted for that field.

Global options

  • Global options provides the functionality as buttons to access other commands as a sequel to the executed command. “Type” picklist contains the type of the button link (message URL). “Option name” contains the text of the button.
  • When the message has been selected in “Type” pick list, a lookup field will be populated to select any other available command and if the “URL” has been selected in the picklist, a text field will be auto populated to contain the URL to redirect when the button has been clicked.
  • “Schedule” option works as an integration with Salesforce standardor custom calender which enables customers to book an appoiment or schedule the meeting with the Users.

Query Command

Query command is used to configure a command to query the data from salesforce to the bot into a particular structure to show upto 25 records in bot and we can also perform other commands like Update record/Add child record to the particular record which is showing at the right moment through individual options.

Let us see how we can configure Query commands,

  • Explore “New Commands(>)” tab on the side menu which is on the left side. And click on Query tab to start configuring Query commands.

Command Settings

Command

  1. Here, command should be mentioned which the user expected to search for. For example “create new case/ Show my previous cases/ Track my order/ Can you help to create an order/ Need an Appointment”. This field is Mandatory to fill.

Alternate Command

  • Alternate command field contains the keywords which helps the user to search the original command. When the user starts typing auto suggestion functionality in the bot will suggest the commands based on the characters by user started typing.
  • For Example if the command is “create new case” then the alternate command can be provided as “create, case, new, insert”. When the user starts typing any of the keyword provided in the alternate commands, the auto suggestion will suggest the original command to select.

Object

  • Select the object in the object field to perform the command. When we start typing the  object name the suggestions will come as a drop down among which we have to select the object. This field is Mandatory to fill.

Fields

  • Once object been selected, the fields in the object will be listed in the “Available fields” box. We can select the required fields to Query, by a single click on the field name.

Query

  • Based on the selected fields in the object field, a query will be developed automatically and it will be displayed in query field which can be edited to add conditions to the query.

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Response

  • This field contains the message or further directions to the customers, which will be shown right after the successful execution of the query.

Error Message

  • This field contains the message or further directions to the customers, which will be triggered in case there were no records found with the search criteria.

Title text of Result

  • This field contains the title of the result. For Example “the below are the list of your recent Cases” or “Please have a look at all open positions”. This text will be displayed at the top of the result for any command.
  • This field is Mandatory to fill.

Pin to the command bar

  • Enabling this option will pin this particular command to the command bar in the bot, just above the text box which will be available throughout the conversation with the customer.

Download Attachment Section

  • Download Attachments: 

In the download section, the “download attachments” checkbox should be checked if the displayed query record should provide the functionality to download the attachments for the particular record which is displaying.

  • Download Button Label:

This field contains the text that appears on the download button as a label.

  • File Type:

Using the checkboxes available in this field we can able to filter the attachments by selected file type. If the PDF been checked then only PDF file type attachments will be shown in the download list in the bot.

  • Filter File that contains:

This field contains the string that can able to filter the files with contains condition. Only the files which contains the provided string in their names will be filtered and be displayed in the query.

Authentication Setting

  • Authentication section is to configure the security to access the command. The user needs to be authenticated if they wanted to access that particular command. If the authentication required checkbox been checked in the Authentication section.

To configure the authentication go through the authentication setup document.

  • The “Authentication ID” picklist contains the “Contact ID” and “Account ID” of the particular authenticated user. This Ids can be mapped to the related look up in the selected object using “Mapping fields” pick list. This picklist contains the related lookups for the Id selected in the “Authentication Id” picklist.

Parameters Section

  • Parameter section contains three fields, first field “Command” contains question and second field is for mapping field in the object. If the selected mapping field is Picklist, then the values of the picklist will be suggested as buttons for the question out of which the user can select one value.
  • The third field ‘Options’ is to provide options(separated by comma) for the question if required when the selected mapping field is a Non-Picklist field. This field is optional to use. If this field is empty then the user should enter a value for the question.
  • We should enter the question to ask the user in the “Command” field and in “Select field”, we have to select the mapping field to map the reply from the user.
  • This is used to filter the query using the condition from the user. For example if the mapping field has been selected as order number then the question will be asked as “Enter your order number” and the mapping field will be selected as “Order number” from the picklist and the reply from the user will be added to the query as “(Query) where order number = ‘Reply from user’”.

Child Parameter Section

  • Child parameter is to filter data from parent using data in the child object.
  • It contacts 3 sections. The first section contains the question label where the question will be provided.
  • The second section is to select the field and to provide data in that field for a particular record. In this field data should be given static to at the time of creation of command.
  • The last field also has to select a field from that object and ask Users to Enter the data either directly or providing options separated by comma.
  • So the question will be asked and the response from the user will be mapped with selected second field along with the static data from first field
  • After retrieving child records, the relative parent will be displayed as a result.

 

Global Options

  • Global options provides the functionality as buttons to access other commands as a sequel to the executed command. “Type” pick list contains the type of the button link (message URL). “Option name” contains the text of the button.
  • When message has been selected in “Type” pick list, a lookup field will be populated to select any other available command and if the “URL” has been selected in the picklist, a text field will be auto populated to contain the URL to redirect when the button been clicked.
  • “Schedule” option works as an integration with Salesforce standardor custom calender which enables customers to book an appoiment or schedule the meeting with the Users.

Individual Options

  • Individual options provides the functionality as buttons to execute other commands based on the record which is being displayed, for example if a case record is being displayed as a result for query command.
  • Individual options can contain update/Query commands on the same object which is Case or insert/update/query commands for the child objects like case comments. If any other command on other objects been selected as individual options then an error message will be displayed.

Update Command

Update command is used to configure a command to update the data into salesforce from the bot through particular forms.

Let us see how we can configure Update commands,

  • Explore “New Commands(>)” tab on the side menu which is on the left side. And click on the Update Form tab to start configuring Update commands.

Command Section

Command

  • Here, command should be mentioned which the user expected to search for. For example “create new case/ Show my previous cases/ Track my order/ Can you help to create an order/ Need an Appointment”. This field is Mandatory to fill.

Alternate Command

  • Alternate command field contains the keywords which helps the user to search the original command. When the user starts typing auto suggestion functionality in the bot will suggest the commands based on the characters by user started typing.
  • For Example if the command is “create new case” then the alternate command can be provided as “create, case, new, insert”. When the user starts typing any of the keyword provided in the alternate commands, the auto suggestion will suggest the original command to select.

Object

  • Select the object in the object field to perform the command. When we start typing the  object name the suggestions will come as a drop down among which we have to select the object.

Fields

  • Once object been selected, the fields in the object will be listed in the “Available fields” box. We can select the required fields to Insert the record, by a single click in the field name. When a field been selected it will be added to “selected fields” box with a remove icon. If the field been added by mistake or if it is not required anymore we can just click on remove icon and it will be added back to the available fields list.
  • All the required fields should be selected either for form or through default values section to insert a command. Auto numbers, formula fields, lookups, checkboxes can’t be inserted through bot.

Response

  • Response field contains the message that should be displayed on success of update command.

Title text of Result

  • This field contains the title of the result. For Example “the below are the list of your recent Cases” or “Please have a look at all open positions”. This text will be displayed at the top of the result for any command.
  • This field is Mandatory to fill.

Pin to the command bar

  • Enabling this option will pin this particular command to the command bar in the bot, just above the text box which will be available throughout the conversation with the customer.

Parameters Section

  • Parameter section contains two fields, one for question and one for mapping field in the object. We should provide the question to ask the user in “Command” field and in “Select field”, we have to select the mapping field to map the replay from the user. This is used to filter the query using the condition from the user.
  • For example if the mapping field as been selected as order number then the question will be asked as “Enter your order number” and the mapping field will be selected as “Order number” from the pick list and the replay from the user will be added to the query as “(Query) where order number = ‘Replay from user’”. Atleast one parameter should be selected for update command.

Authentication Setting

  • Authentication section is to configure the security to access the command. The user needs to be authenticated if they wanted to access that particular command. If the authentication required checkbox been checked in the Authentication section.
  • To configure the authentication go through the authentication setup document.
  • The “Authentication ID” picklist contains the “Contact ID” and “Account ID” of the particular authenticated user. This Ids can be mapped to the related look up in the selected object using “Mapping fields” pick list. This picklist contains the related lookups for the Id selected in the “Authentication Id” picklist.

Fields Default values

  • Default values contains the fields and values to be inserted by default, Every time this insert command executes. Along with the values that the user provided, default values will also get inserted in the same record.
  • “Field name” is a picklist of selected object fields and “Field value” is the default value to be inserted for that field.

Global options

  • Global options provides the functionality as buttons to access other commands as a sequel to the executed command. “Type” picklist contains the type of the button link (message URL). “Option name” contains the text of the button.
  • When message has been selected in the “Type” pick list, a lookup field will be populated to select any other available command and if the “URL” has been selected in the picklist, a text field will be auto-populated to contain the URL to redirect when the button been clicked.
  • “Schedule” option works as integration with Salesforce standard or custom calender which enables customers to book an appointment or schedule the meeting with the Users.

Catalog command

Catalog command helps users to build a product or process catalog with images and descriptions. This feature can be utilized effectively for Sales and graphic oriented instructions.

Let us see how we can configure Update commands,

  • Explore “New Commands(>)” tab on the side menu which is on the left side. And click on the Catalog subtab to start configuring the Catalog commands.

Command

  • Here, the command should be mentioned which the user expected to search for. For example “Check our product catalog”. This field is mandatory to fill.

Title text of Result

  • This field contains the title of the result. For Example “the below are the list of your recent Cases” or “Please have a look at all open positions”. This text will be displayed at the top of the result for any command.
  • This field is mandatory to fill.

Pin to the command bar

  • Enabling this option will pin this particular command to the command bar in the bot, just above the text box which will be available throughout the conversation with the customer.

Add image

  • Here we can add the URL of the online image and relative description of the product or the process, that displays as a catalog page in the bot.

Add buttons

  • In this section, we can add buttons as options for each catalog page to access other commands as a sequel or redirect to a specific URL or can schedule appointment as well. “Type” picklist contains the type of the button link (message URL). “Option name” contains the text of the button.
  • If message type selected in the Type field, a lookup field will be populated to select any other available command as a sequel and if the “URL” has been selected in the picklist, a text field will be auto-populated to contain the URL to redirect when the button been clicked.
  • “Schedule” option works as integration with Salesforce standard or custom calendar which enables customers to book an appointment or schedule the meeting with the Users.

Settings for Diligent Bot

We have a dedicated tab to configure all the Settings of diligent Bot. Setting tabs contacts of four sections

  • The first tab is “Branding Window”, where we can set the properties of the UI for Diligent bot.
  • The second tab is “Default Message Setup”, where we can configure default and welcome message, dialog flow setting for smart responses, and live agent configuration.
  • The third tab is “Authentication Settings”, where we can configure the authentication for the bot in the external environment.
  • The fourth tab, “Schedular setting” is to configure calendar integration settings for Schedular functionality.

Let us see how we can configure Settings,

  • Explore the “Settings(>)” tab on the side menu which is on the right side. And click on Settings tab to start configuring Settings commands.

Branding Window

  • This window contains two sections. We can select the properties on the left side section. And the preview for the selected properties will be displayed on the right side.
  • Header label contains the heading of the bot. Here we can provide the text could be displayed on header of the bot.
  • Header text color contains the text color of the header label.
  • Header background color contains the color of the header and the footer.
  • Chat window background color will contain the color of the chat background.
  • Customer message color will contain the text color of the user message.
  • Customer message background color contains the color of the background of user message section.
  • Bot message color contains the color text color of the Automatic response from bot.
  • Bot message background color contains the color of the background of automatic response from bot.
  • Hyperlink of Diligent Force Labs logo to the website of diligent Force Labs website can be disabled, if required using this checkbox.
  • Th social media logos of Diligent Force Labs can be hidden using “Show social media icons” checkbox.
  • Bot logo field is used to set the avatar of the bot which will be displayed on the header.
  • Customer logo field is used to set the avatar for user/customer message.
  • Response logo field is used to set the avatar for Chat response message.

Default Message Setup

Bot Default Position

  • Using this field user can configure whether the bot should be in minimized position initially when cusotmer visits and maximizes with the click, or it can be set in maximized position initially itself.

Welcome message

  • This field is used to select the command to be stuck to the bot when the bot is opened with a new session anywhere. The response of the selected command will be displayed/executed as a greeting in the bot when it is opened.

Reminder message

  • This field is used to select the command of which the response will be displayed as a reminder if the bot remained idle for a certain time which is  selected in the “Remainder time” field.

Auto Suggestion Enable/Disable

  • In this section we can set whether to provide autosuggestion to the user when the user types anything in Bot text area.
  • Auto suggestion will work when it is enabled.

Dialog Flow aettings

  • The use if Dialog Flow for smart responces in Diligent Bot has been set for Optional as per the customer requirement. It can be enabled and disabled using the checkbox.
  • “Developer access token” and “Client access token” are related to Dialog flow configuration and will be provided by DialogFlow in settings. Providing these two from dialogflow tokens will link Diligent bot o the provided Dialog Flow instance and it is ready to go.

Live Agent Configuration

This configuration integrates Diligent Bot with Salesforce Live agent, that enables the feature of connecting to live agent through Diligent Bot from any channel.

 

Organization Id : This field should contain the Salesforce organization ID of Live agent

Deployment ID: This field should contain the Deployment ID of the Salesforce Live agent

Button ID: This field should contain the Live agent Button from Salesforce

LiveAgent Connection URL: This field should contain the Live agent connect URl from Salesforce Live agent Settings

LiveAgent Chat URL : This fields should contain the Chat URL from Live agent deployment code

 

Unidentified message

  • In this section we can set a default command to respond wen ever the user tries to execute a command which is unidentified by chatbot.
  • And we can set an email to get reports on all the unidentified commands on a daily basis.

OTP email Body

  • In this section we can set the body of email to be sent to the User with the OTP for authentication purpose.

Authentication settings

This window is used to Authenticate the User to access data from Salesforce.

Authentication label

This field contains the text to inform the user that he is going to be authenticated (for example “Authenticate Yourself with Email & OTP”).

Authentication can be done either with single step, multi step or using the OTP.

Authentication with Email & OTP

  • In “Question label” field we have to provide the text of the question (for example “Enter your Email”).
  • The second field will contain the list of the objects from which we can select an object for authentication.
  • The third field will contain the list of the fields of the selected objects. When we select Email type field in this list, a checkbox will be displayed next to the selected field asking whether we wanted to authenticate with OTP. If the checkbox been checked then the email in the selected email field will be authenticated with an OTP.
  • If the checkbox have not been checked then the authentication will happen only with email provided.

Authentication with single step

  • In “Question label” field we have to provide the text of the question (for example “Enter your Email”).
  • The second field will contain the list of the objects from which we can select an object for authentication.
  • The third field will contain the list of the fields of the selected objects.
  • The question label will be asked as a question when authentication is happening, the reply from the user or customer will be mapped with the selected field and Contact Id and Account Id will be fetched from the related record based on the mapping.
  • If the mapped field doesn’t contain the replied input. Then error message will be displayed as “Oops! Record not found please try again” .

Multi Step Authentication

  • In “Question label” field we have to provide the text of the question (for example “Enter your Email”).
  • The second field will contain the list of the objects from which we can select an object for authentication.
  • The third field will contain the list of the fields of the selected objects.
  • The add(+) icon will provide additional three fields for multi step authentication. Here the question will be asked initially and the reply will be mapped to the selected field.
  • And if it successful then the second question will be asked and reply will be mapped to the selected field in the second step and in the same way all the inputs will be mapped for the selected for the selected fields and finally the matching record which satisfies all the mappings will be selected for authentication.
  • For example if the person needs to be authenticated with email and pin in contact object then in the first step will ask for email and will be mapped for the email field in the contact object and the second step will ask for pin and will be mapped for pin field in contact object.
  • The contact record which have the entered email will be identified at the first step and the pin will be verified at the second step and if it is correct then the authentication will be done for that contact as shown in the below screenshot.

Schedular Settings

                Schedular setting is used to configure appointment setup or schedule meetings though integrating Salesforcce calendar or any similar objects.

Schedule Event:

This section helps customer to select the User in whose calendar the time slot need to be booked.

Command – Contains message to ask customer the name or detail of the employee/user they are looking for.

Field – Here, all the user fields will be listed. A field should be selected for comparison and identification of the user based on the customer’s answer.

Object and Fields Mapping

Object – User should select Event Object for salesforce standard calendar Intergaration or  an other similar object for Schedular configuration. The object should contain the below fields to configure the Schedular. Name and email will be asked by default.

Start Date Time – Field to record the start date and time of the time slot –  field type should be datatime.

End Date Time – Field to record the End date and time of the time slot –  field type should be datatime.

Description – Field to record details of the booking – field type should be Long text area.

Duration – Field to select the required duration of the appointment –  field type should be number

Acivitydate tiem – Field to record activity date and time –  field onatact IDtype should be data time

Contact ID – Field to record contact Id by whom the slot booked based on the details provided – field type should be lookup for Contact object

Lead ID – Field to create and map lead ID by whom the slot booked based on the details provided, if no contact found with the email provided  – field type should be lookup for Lead object

User ID – field to record the calendar owner (user) –  field type should be lookup to User Object

The above fields are manadatory to select to use Schedular feature

Additional Fields

If required, additional fields can be added by providing the question and related field from the selected object

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