WhatsApp Chatbot

Creating your DIY WhatsApp Bot

Step 1: Start from Scratch

• Navigate to the top-right corner of the dashboard and click Create from Scratch.
• Select WhatsApp Chatbot to initiate the bot creation process.
  Upon selection, you will be redirected to the WhatsApp Bot Builder interface.

Step 2: Building Your WhatsApp Chatbot

Using Elements

On the right-hand side of the builder, you’ll find a panel of Elements used to design user flows and responses.

• The chatbot starts with a Welcome Intent, typically designed using Options for the user to choose from.

  • You can add or remove options as needed.

  • For a simple welcome message without options, remove the options and link the “Default” response to the next intent.

  • The Welcome Image can also be edited or removed.

  • The Welcome Intent itself can be deleted, if desired.

Capturing User Details

To collect information from users:

• Use the “Name” element to request the user's name.

• Use the “Phone” element to capture their mobile number.

• Connect elements by using the blue connector dots located at the bottom of each intent.

Adding Live Chat Support

If you’d like to route users to a live agent:

• Use the “Live Chat” element from the Elements panel.

• Place it at the appropriate step in the flow.

Warning

Ensure that a live chat agent is already configured in Surbo before adding this element.

Step 3: Saving and Publishing Your Bot

• All changes made in the Bot Builder are auto-saved as drafts.
• To make the bot go live, click Publish at the top-right corner of the builder.

Step 4: Previewing the Chatbot (Sandbox Testing)

Before launching, you can test the bot using the WhatsApp Sandbox Environment to simulate a real user experience.

Steps to Preview

1. Click Preview at the center-top of the Bot Builder.
2. You will be redirected to the Sandbox Activation page.
3. Click Activate, then:
   • Select a number from the dropdown.
   • Proceed to the Join section, where you can:
     • Scan the QR Code with your mobile device,
     • Send the Joining Code from your WhatsApp number manually, or
     • Use WhatsApp Web to join.
4. Once the joining code is received, your sandbox will be activated, and the Preview panel will be enabled.
5. You can now test your chatbot with your WhatsApp number before going live.

Step 5: Launching the WhatsApp Chatbot

To officially launch your chatbot on WhatsApp:

1. Select your approved WhatsApp number from the dropdown.
2. Click Link.
   Your chatbot requires webhook URL configuration now post which it is live and ready to engage with users.