Build a bot on the canvas

Each canvas block is a bot step. Connect the blocks to decide what happens next, preview the conversation, then publish when it is ready.

Before you start

Connect the messaging channel the bot will answer on, such as WhatsApp, Instagram or Messenger. A bot cannot run on a channel that is not connected.

Individual steps can need more than the channel:

• To use a Send template step, the selected messaging template must already be approved for the connected channel.
• To use a Request Payment step, the workspace must have a payment method connected.

How the bot starts

Binding a bot to a channel adds its starting point automatically. Incoming messages use the bot assigned to that inbox or channel, including any after-hours assignment.

Add and arrange steps

1. Open Blocks on the left and pick a step. Drag it onto the canvas, or click to drop it in place.
2. Select a step to open its settings on the right.
3. Fill in the message the customer sees, and any values you want to save.
4. Use Save response as when a later step needs the answer.

Save an answer as first_name, then use Hi {{first_name}} in a later message.

Connect the routes

Drag from a step's connection point (output) to the next step. Connect every required outcome, such as verification success and failure, so no route ends unexpectedly.

To change the starting point, select a step and choose Start bot here. Qcom moves the entry route and preserves the other steps and routes.

Common problems

For a Catalog action, review the selected item and action together. Request quote collects the configured details and asks the customer to confirm before recording a quote request. Contact staff confirms the request and brings in your team. Both finish that Bot path; a submitted request is not an accepted quote or a completed purchase. View item opens the item's available public page and can continue to another step. To change the configured action, review the Catalog choice in the plan again.

An Order's payment step uses that Order's amount and payment status. A separate Catalog Pay action is for its own payment request. A Booking deposit stays with Booking, so it does not require another Pay action on the item.

When Qyra proposes a bot, review what each customer choice will accomplish. A path that needs an unavailable connection remains blocked. For example, showing membership plans does not show a customer's own membership, and sending a configured file does not find that customer's documents. Keep the missing connection visible, or choose a supported outcome and review the revised plan.

For a Dynamic list, choose Earlier list to use records from a previous step, or choose a connected customer record source. Customer membership and document lookups need a successful verification route before the list. Connect all five outcomes: selected, no records, verify again, narrow the search, and lookup unavailable. The selected record becomes available only on the selected route.

If there are too many records, the bot follows Narrow the search instead of presenting an incomplete list. Ask for a membership name or a document reference, save the answer under the name configured in the list’s search answer field, and connect that question back to the list. You can offer a menu or staff help when the customer cannot narrow the search. Finding a record does not renew a membership, take payment, or release a document; those actions need their own supported connection.

A step marked Incomplete blocks publishing. Select it and check Required before publish in its settings.

Common causes:

• Required information has not been entered
• One or more routes are not connected
• A required integration is unavailable, such as a channel or payment method
• The selected template has not been approved

You can save an incomplete bot and return to it later.

Test it

Use Flow preview to walk the conversation as a customer would, with sample data. Flow preview does not send any messages and does not contact any customer.

Catalog action previews show the selected path and stop before creating requests or opening customer links. They do not prove that a live request was submitted.

Activate it

When every step is complete and every route is connected, publish the bot. A published bot begins answering real conversations on its channel immediately, so check the routes once more before you publish.

Related

• Confirm customer intent in a bot
• Configure OTP verification in a bot
• Request a payment in a bot
• Use automation templates