Skip to main content
Create a chatbot to respond to customer messages and guide the conversation through messages, actions, and reply options. The available response controls depend on the channel you select.

​
Before you start

Connect the WhatsApp or Instagram channel you want the chatbot to use.
1

Start a new chatbot

  1. Go to bitChat > Chatbot.
  2. Click Create new chatbot.
  3. Select WhatsApp Business App, WhatsApp Cloud API, or Instagram.
Create new chatbot action on the Chatbot pageChannel options for a new chatbot
2

Configure the trigger

  1. Select a Fallback message.
  2. Set the message condition to Is contain or Is exact.
  3. Enter at least one keyword. Press Enter after each keyword.
  4. Add a ticket category, customer tag, or media if needed.
  5. Write the message customers receive.
Message condition for a chatbot triggerKeywords added to a chatbot trigger
3

Add response options

Add the reply options customers can choose.
Reply options in a chatbot message
4

Build the next steps

From a reply option, add the next item:
  • Message sends another message and can add more reply options.
  • Action performs a task, such as adding a customer tag.
  • Back returns the customer to the previous message when that option is available.
Repeat until every reply path has an outcome.Menu for adding the next chatbot step
5

Save and activate the chatbot

  1. Enter a clear chatbot name.
  2. Click Save chatbot.
  3. Turn on the switch beside the chatbot in the list.
Chatbot flow editor with its name and canvas controlsSwitch used to activate a chatbot
Select Assign to AI Agent where the chatbot offers an agent fallback or routing action. This hands the conversation to the AI agent configured for the selected channel.