Chatbot Behavior
- Topics:
- Dynamic Chat
The following are different possible scenarios outling the Chatbot’s expected behavior the visitor in each one.
| Abbreviation | Details |
|---|---|
| D1, D2, D3, etc. | Represents multiple dialogues where D1 is dialogue one |
| P1, P2, P3, etc. | Represents dialogue priorities where P1 is the highest priority |
| WP1, WP2, WP3, etc. | Represents multiple web pages where WP1 is the first web page |
| V1, V2, V3, etc. | Represents multiple web page visitors where V1 is visitor one |
Scenarios
| Scenario | Expected Chatbot Behavior | Backend Action |
|---|---|---|
|
D1 targeted for WP1 only V1 visits WP1 | D1 will be resolved to V1 | The trigger count for D1 will be increased by 1 |
|
D1 targeted for WP1 only V1 visits WP1 V1 refreshes WP1 |
D1 will be resolved to V1 After refresh, D1 will be resolved again |
The trigger count for D1 will be increased by 1 After refresh, no change to D1 trigger or engagement count |
|
D1 targeted for WP1 only V1 visits WP1 for the first time V1 clicks on D1 but did not respond | D1 will be resolved to V1 |
The trigger count for D1 will be increased by 1 No change to D1 engagement count |
|
D1 targeted for WP1 only V1 visits WP1 for the first time V1 clicks on D1 and provides the first response | D1 will be resolved to V1 |
The trigger count for D1 will be increased by 1 The engagement count for D1 will be increased by 1 |
|
D1 targeted for WP1 only V1 visits WP1 for the first time V1 clicks on D1 and provides the first response V1 refreshes WP1 |
D1 will be resolved to V1 After refresh, D1 will be continued |
The trigger count and engagement count for D1 will be increased by 1 After refresh, no change to any count |
|
D1 targeted for WP1 only V1 visits WP1 for the first time V1 clicks on D1, engages with the chatbot, and completes D1 V1 refreshes WP1 |
D1 will be resolved to V1 After refresh, no dialogue or next dialogue will be resolved for V1 |
The trigger count, engagement count, and completed count for D1 will be increased by 1 After refresh, no dialogue or next dialogue will be resolved |
|
D1 targeted for WP1 only, WP2 V1 visits WP1 for the first time V1 clicks on D1 but did not respond V1 visits WP2 |
Page visit WP1, D1 will be resolved to V1 Page visit WP2, D1 will be resolved to V2 |
The trigger count for D1 will be increased by 1 In WP2, no change to D1 trigger count |
|
D1 targeted for WP1 only, WP2 V1 visits WP1 for the first time V1 clicks on D1 and engaged V1 visits WP2 |
Page visit WP1, D1 will be resolved to V1 Page visit WP2, D1 will be resolved to V1 |
The trigger count and engagement count for D1 will be increased by 1 In WP2, no change to any count |
|
D1 targeted for WP1 only D2 targeted for only WP2 V1 visits WP1 for the first time V1 clicks on D1 and provides the first response V1 visits WP2 |
D1 will be resolved on WP1 D1 will continue to V1 on WP2 |
The trigger count and engagement count for D1 will be increased by 1 No change to D2 trigger or engagement count |
|
D1 targeted for WP1 only D2 targeted for only WP2 V1 visits WP1 for the first time V1 clicks on D1 but did not respond V1 visits WP2 | D1 will be resolved on WP1 D2 will be resolved on WP2 |
The trigger count for D1 will be increased by 1 The trigger count for D2 will be increased by 1 |
|
D1 targeted for WP1 only D2 targeted for only WP2 V1 visits WP1 for the first time V1 clicks on D1 and completes D1 V1 visits WP2 | D1 will be resolved on WP1 and on post-completion D2 will be resolved on WP2 |
The trigger count, engagement count, and completed count for D1 will be increased by 1 The trigger count for D2 will be increased by 1 |
|
D1 targeted for WP1 only D2 targeted for only WP2 V1 visits WP1 for the first time V1 clicks on D1 and completes D1 V1 visits WP2 V1 clicks on D2 provides the first response | D1 will be resolved on WP1 and on post-completion D2 will be resolved on WP2 |
The trigger count, engagement count, and completed count for D1 will be increased by 1 The trigger and engagement count for D2 will be increased by 1 |
|
D1 targeted for WP1 only V1 visits WP1 for the first time V1 clicks on D1 but did not respond D1 is unpublished | D1 will be resolved to V1 |
The trigger count for D1 will be increased by 1 No change to the D1 engagement count |
|
D1 targeted for WP1 only V1 visits WP1 for the first time V1 clicks on D1 but did not respond D1 is unpublished V1 refreshes WP1 |
D1 will be resolved to V1 for the first time After refresh, no dialogue will be resolved |
The trigger count for D1 will be increased by 1 No change to the D1 engagement count After refresh, no change to the D1 trigger or engagement count |
|
D1 targeted for WP1 only V1 visits WP1 for the first time V1 engaged with D1 D1 is unpublished V1 refreshes WP1 |
D1 will be resolved to V1 After refresh, D1 will be continued |
The trigger count for D1 will be increased by 1 D1 engagement count will be increased by 1 After refresh, as D1 will be continued no further change to trigger or engagement count |
|
D1 targeted for WP1 only V1 visits WP1 for the first time V1 clicks on D1 but did not respond D1 is published with new changes V1 refreshes WP1 |
D1 will be resolved to V1 for the first time After refresh, dialogue with new changes will be resolved |
The trigger count for D1 will be increased by 1 After refresh, as D1 with new changes but no further change to trigger count |
|
D1 targeted for WP1 only V1 visits WP1 for the first time V1 clicks on D1 provides the first response D1 is published with new changes V1 refreshes WP1 |
D1 will be resolved to V1 for the first time After refresh, dialogue with old changes will continue |
The trigger count for D1 will be increased by 1 The engagement count for D1 will be increased by 1 After refresh, as the old D1 will appear so no change to trigger count |
|
D1 targeted for WP1 with 1 priority D2 targeted for WP1 with 2 priority V1 visits WP1 for the first time V1 clicks on D1 but did not respond D1 is unpublished V1 refreshes WP1 |
D1 will be resolved to V1 for the first time After refresh, D2 will be resolved to V1 |
The trigger count for D1 will be increased by 1 After refresh, the trigger count for D2 will be increased by 1 |
|
D1 targeted for WP1 with 1 priority D2 targeted for WP1 with 2 priority V1 visits WP1 for the first time V1 clicks on D1 and completes D1 V1 refreshes WP1 and see D2 Marketer made changes to D1 and republished V1 refreshes WP1 |
D1 will be resolved to V1 for the first time After refresh, D2 will be resolved to V1 After completing D1 and D2, irrespective of what changes or re-published D1, D2 will not be shown again to V1 |
The trigger count, engagement count, and completed count for D1 will be increased by 1 Refresh after D2 completes, no action to be taken |
|
D1 targeted for WP1 with "Time on Site" trigger of 30 seconds V1 visits WP1 |
D1 will be resolved but will not be triggered to V1 After 30 seconds, D1 will be shown/triggered to V1 | The trigger count for D1 will be increased by 1 only after 30+ seconds spent on webpage |
|
D1 targeted for WP1, WP2 with "Time on page" trigger of 30 seconds V1 visits WP1, WP2 |
D1 will be resolved but will not be triggered to V1 After 30 seconds, D1 will be shown/triggered to V1 | The trigger count for D1 will be increased by 1 only after 30+ seconds spent on webpage |
|
D1 targeted for WP1 with "scroll percentage" trigger of 50 V1 visits WP1 |
D1 will be resolved but will not be triggered to V1 After 50% scroll, D1 will be shown/triggered to V1 | The trigger count for D1 will be increased by 1 only after 50% scrolled |
|
D1 targeted for WP1 with 1 priority and event "Time on page" trigger of 30 seconds D2 targeted for WP1 with 2 priority and event "page scroll percentage" of 50 V1 visits WP1, after 10 seconds V1 visits WP2, V1 visits WP1 |
On WP1, D1 will be resolved but will not be triggered to V1 On WP2, D2 will be resolved but will not be triggered to V1 On WP1, D1 will be resolved and after 20 seconds D1 will be triggered to V1 | The trigger count for D1 will be increased by 1 only after 30 seconds |
|
D1 targeted for WP1 with "Time on Site" trigger of 1 minute V1 visits WP1 for 1 minute and is shown D1 but does not engage V1 closes WP1 and comes back to WP1 2 days later |
D1 will automatically be shown to V1 as they have already met the trigger criteria during the previous session The same logic will apply to "Time on Page" and "page scroll percentage" |
The trigger count for D1 will be increased by 1 After return, no action to be taken |
Real-time lead resolution
During a conversation with an anonymous lead and an email ID is provided, we resolve if a known lead record exists with that email ID, and use that record for personalization in real time. If we find multiple records, we merge them in real-time. This behavior is implemented for both Dialogues and Conversational Flows.