Bots

Let your bot interact with online visitors directly within iAdvize’s chatbox. The Bot plugin enables iAdvize's Admins and Managers to create users with the role “bot” from iAdvize’s administration. The scenario and availability of the bot are managed by your app.

In a nutshell, the Bot plugin:

• Allows bots providers to create their connector thanks to the Developer Platform

• Allows customers to connect their iAdvize account to a bot provider and connect bots seamlessly. These bots interact with iAdvize like a human agent

What is a bot at iAdvize ?

A bot is a regular agent. It has all the properties of an agent and can interact with visitors.

Bots can

Among other things, bot are able to:

• Be available to chat.

• Handle a conversation in one language.

• Reply to a user:

  • ask questions and act on replies;

  • send rich content such as links, carousels, and much more;

  • schedule messages to be sent later on;

• Proactively send a message to the user (after the conversation has started)

• Escalate a conversation to another operator.

• Prequalify some visitor data (identification number, email address…).

• And much more !

Bots cannot

This is what bots are not able to do:

• Be part of a conversation at the same time than another agent

• Proactively engage a conversation

Create and configure a bot in iAdvize

To be able to create a bot on the iAdvize platform, you will need to:

• 1 - Create a bot application, in the dev platform

• 2 - Browse, find and install this newly created bot application, in the marketplace tab of your iAdvize administration

• 3 - Create a bot agent selecting the freshly installed bot application

• 4 - Configure some rules to route incoming conversations to your bot

In the dev platform

Creating a bot application in the developer platform is quite straightforward.

Create a bot connector

First, you hav to be logged in. Then go to “My apps” section, and click on “Build”. In our case we will call it “My bot”. To build a bot, you need to go to “Plugins” then select “Bot”. You have just one URL to set: the base URL of your connector. All the requests will go to this URL. Note that it has to be secured with HTTPS.

Click on save and… congratulations! You created your bot application. Of course this is just a stub. If you want this to be fully functional you have to implement the flows listed in the “Implement a bot” section (link).

In the admin

Install the bot connector

In the admin, go to “Apps” and mind to select the project you want to install your connector on. In the list, find your connector, in our case the “My bot” section. Click on the card. You should land on an installation page such as:

You just have to click on “Install” and go through the installation process. Finalise the installation by clicking on “Install” and you are done. You just enabled some bot capabilities on the project you selected. It means that from now on, you can create an operator of type Bot 🎉.

Create a bot agent

In the Automation menu, then Bots, click on "Create a bot".

Select "External" then "Create a bot".

Fill in the different information of your bot:

Chat with your bot

To be able to chat on iAdvize you need to take several steps:

1. Install the iAdvize tag on your website

2. Create a campaign

3. Create a targeting rule

4. Create a routing group

5. Create a routing rule

Create a campaign

In the admin, go to “Engagement”. Create a new campaign such as:

Create a targeting rule

Now we need to define “engagement rules” i.e. how to target the visitor. Click on the “➕” and create a rule “Bot”. In our case, we will define that the button is being displayed when the current url contains the name “bot”. Which means you can add ?bot to any url and it will display the notification.Add the rule, and publish your campaign.

Create a routing group

It is no longer necessary to manually create a routing group since it is automatically created for each bot you create via the "Automation" section.

Create a routing rule

To finish, we need to create a routing rule. Go to “Routing”, in the upper left select picker, select “Routing rules” and create a rule “Bot targeting”, for the “Bot” notification, that will handover the conversations to the agents of group “[NAME OF YOUR BOT] chatbot routing group”. Such as:

Check that everything is correctly setup

Go to “Campaigns” and click on the “edit” button. If you did everything correctly you should see that your campaign is routed this way:

To sum up, you created a campaign that you associated some engagement rules (when the visitor will see the notification) with, some targeting rules (to which agents the conversations should be handed to).

Last but not least let's trigger the chat. Go to the website you installed the iAdvize tag on. Just append ?bot to the current URL and reload the page. You should see the chat. You are ready to chat! 🎉

Implement a bot

To have a fully functional bot, you will be required to implement two distinct sets of endpoints:

• several endpoints to create and configure your bot from iAdvize UI

  • GET /external-bots to list available scenarios

  • PUT /bots/:idOperator to create a bot

  • GET /bots/:idOperator to retrieve a bot details

  • GET /availability-strategies to define when the bot is available

• three endpoints to handle a conversation flow

  • GET /bots/:idOperator/conversation-first-messages to return the messages to be displayed before the conversation starts

  • POST /conversations/ to create a new conversation

  • POST /conversations/:idConversation/messages to reply to a user

⚠️ Please note that all endpoints are subject to a 10 second timeout except for GET /bots/:idOperator/conversation-first-messages which has a 2 second timeout.

Implement the bot creation flow

A bot gets created when an admin creates a new agent of type “Bot” under the “People” section. Several information are required to be able to create a bot:

• which scenario it can be associated to

• what is the availability strategy associated to the bot

List available scenarios

First, you need to implement the GET /external-bots endpoint to list all the scenarios a new bot can be associated to. This route is called by iAdvize during the bot creation process and the result will appear directly in the scenario select picker.

⚠️ A scenario can only be associated to only one bot agent, which means if you have two bot operators, you need to provide at least two scenarios. ⚠️

Request - GET /external-bots

Expected Response format

Expected response example

[
    {
        "idBot": "my_scenario_id_1", 
        "name": "Scenario 1",
        "description": "In this scenario, the bot will ask your customers to provide some data about their orders",
        "editorUrl": "http://your-saas/editor/my_scenario_id_1"
    },
    {
        "idBot": "my_scenario_id_2",
        "name": "In this scenario, the bot will ask your customers to provide some data about their orders",
        "editorUrl": "http://your-saas/editor/my_scenario_id_2"
    }
]

Note: you can validate your response data format with the associated json schema.

It will look like this in the UI.

Create and modify a bot

This endpoint is being called when a user finalises the bot creation or when bot information are being updated (such as name, scenario association…).

Request - PUT /bots/:idOperator

Request example

{
    "name": "My first bot !",
    "pseudo": "Botty",
    "language": "fr",
    "distributionRules": [
        {
            "id": "ef4670c3-d715-4a21-8226-ed17f354fc44",
            "label": "Distribution rule label"
        }
    ],
    "external": {
        "idBot": "my_scenario_id_1"
    }
}

Response format

Response example

{
    "idOperator": "ha-456678",
    "external": {
        "idBot": "my_scenario_id_1", 
        "name": "Scenario 1",
        "description": "In this scenario, the bot will ask your customers to provide some data about their orders",
        "editorUrl": "http://your-saas/editor/my_scenario_id_1"
    },
    "createdAt": "2017-11-22T12:04:00Z",
    "updatedAt": "2017-11-22T12:04:00Z"
}

Note: You can validate your response data format with the associated json schema.

Get bot

When an admin wants to edit a bot user, we have to first load the existing information related to this bot. The GET endpoints allow you do give back those information.

Request - GET /bots/:idOperator

Response format

Response example

{
    "idOperator": "ha-456678",
    "external": {
        "idBot": "my_scenario_id_1", 
        "name": "Scenario 1",
        "description": "In this scenario, the bot will ask your customers to provide some data about their orders",
        "editorUrl": "http://your-saas/editor/my_scenario_id_1"
    },
    "createdAt": "2017-11-22T12:04:00Z",
    "updatedAt": "2017-11-22T12:04:00Z"
}

Get availability

This endpoint will be called on a frequent basis (as of now, every second) and will indicate whether a bot agent is online or not, hence being its availability.

Request - GET /availability-strategies

Response format

Response example 1: bot is available only if the distribution rule to check returns true

[
    {
        "strategy": "atLeastOne",
        "distributionRulesToCheck": [
            "ef4670c3-d715-4a21-8226-ed17f354fc44",
            "fab46f63-a61b-4aec-930b-21a438863a6c"
        ]
    }
]

Response example 2: bot is always available

[
    {
        "strategy": "customAvailability",
        "availability": true
    }
]

Note: You can validate your response data format with the associated json schema.

Implement the conversation flow

A conversation is typically initiated by a user. The bot can reply to user’s message, which means that iAdvize will call your endpoints when a message is received in the conversation.

To fully handle a conversation you only need to implement 3 endpoints:

• GET /bots/:idOperator/conversation-first-messages to return the first messages you want to send as soon as the visitor opens up the chatbox (before the conversation really starts)

• POST /conversations to handle a new conversation creation

• POST /conversations/:conversationId/messages to receive messages from the visitor and reply to the visitor. Mind that all the messages posted in a conversation will result into this API call (which means you will also receive your own replies).

Here is a full conversation example:

Send messages before the conversation starts

This endpoint is used if you want your bot to initiate a conversation with new visitors. It should return the first messages you want to send as soon as the visitor opens up the chatbox, before the first visitor message.

⚠️ Please note that your bot must return a response in less than 2 seconds. Otherwise, you'll receive a timeout and the bot messages will not be displayed to the user.

Request - GET /bots/:idOperator/conversation-first-messages

Response format

Response example

{
   "replies":[
      {
         "type":"message",
         "payload":{
            "contentType":"text",
            "value":"Hi, my name is robot and I'm here to help"
         },
         "quickReplies":[]
      },
      {
         "type":"message",
         "payload":{
            "contentType":"text",
            "value":"How can I help you ?"
         },
         "quickReplies":[
            {
               "contentType":"text/quick-reply",
               "value":"I didn't receive my order"
            },
            {
               "contentType":"text/quick-reply",
               "value":"Payment problem"
            }
         ]
      }
   ]
}

Note: You can validate your response data format with the associated json schema.

Create a conversation

Everytime a conversation starts, this endpoint is called. It allows iAdvize to notify your bot a conversation starts.

⚠️ In most cases, leave the replies array empty as another call to POST /conversations/:idConversation/messages is triggered right after POST /conversations. It will be the right time to answer the visitor.

⚠️ But when a first chatbot handled the conversation and transferred it to your chatbot, the history field will contain an operator message "TRANSFERRED". If so, you must fill the "replies" tab in your response.

Request - POST /conversations

Response format

Response example in the nominal case

{
    "idConversation": "ce41ba2c-c25a-4351-b946-09527d8b940b",
    "idOperator": "ha-456678",
    "replies": [],
    "createdAt": "2017-11-22T12:04:00Z",
    "updatedAt": "2017-11-22T12:23:00Z"
}

Request and response examples in case a first chatbot is transferring you the conversation

Request :

{
  "idConversation": "ce41ba2c-c25a-4351-b946-09527d8b940b",
  "idOperator": "ha-456678",
  "history": [
    {
      "idMessage": "f2c214e7-9627-4821-93f1-85f7492968a8",
      "author": {
        "role": "operator"
      },
      "payload": {
        "value": "TRANSFERRED",
        "contentType": "text"
      },
      "createdAt": "2017-11-22T12:04:00Z"
    }
  ]
}

Response :

{
    "idConversation": "ce41ba2c-c25a-4351-b946-09527d8b940b",
    "idOperator": "ha-456678",
    "replies": [
      {
        "type": "message",
        "payload": {
          "contentType": "text",
          "value": "Hi ! How can I help you ?"
        },
        "quickReplies": []
      }
    ],
    "createdAt": "2017-11-22T12:04:00Z",
    "updatedAt": "2017-11-22T12:23:00Z"
}

Receive and reply to messages

This endpoint is called when a new message is received in the conversation, whether the bot or the user sent it.

Request - POST /conversations/:idConversation/messages

⚠️ Please note that in order to offer the best user experience, your bot must return a response in less than 10 seconds. If not, you'll receive a timeout and the bot answer will not be displayed to the user.

Response format

Response example

{
    "idConversation": "ce41ba2c-c25a-4351-b946-09527d8b940b",
    "idOperator": "ha-456678",
    "replies": [
        {
            "type": "await",
            "duration": {
                "unit": "millis",
                "value": 10
            }
        },
        {
            "type": "message",
            "payload": {
                "contentType": "text",
                "value": "All Right, my job is done here."
             },
            "quickReplies": []
        },
        {
            "type": "transfer",
            "distributionRule": "ef4670c3-d715-4a21-8226-ed17f354fc44",
            "transferOptions": {
              "timeout": {
                "value": 20,
                "unit": "seconds"
              }
            }
        },
        {
            "type": "close"
        }
    ],
    "createdAt": "2017-11-22T12:04:00Z",
    "updatedAt": "2017-11-22T12:23:00Z"
}

Proactively send messages to the visitor

🎉 Through our GraphQL API you can now proactively send messages to the visitor after the conversation has started. You no longer need to wait for the visitor to systematically send you a message to get a chance to respond. So, if you think your response to the POST /conversations/:idConversation/messages might take some time (if you call an external api for example), you can send it asynchronously with this new endpoint.

⚠️ Note 1: this option does not exempt you from implementing the previous endpoint POST /conversations/:idConversation/messages (however, you can just reply an empty response list and only use this new way to answer the visitor).

⚠️ Note 2: with this solution you can only send one "message" (or action) at a time and only after the conversation has started (= after the visitor has sent a first message).

⚠️ Note 2: iAdvize will close the conversation automatically if there are no new messages for more than 5 minutes. So if you have performed a task that can potentially take more than 5 minutes, you can send a message at regular intervals to inform the visitor.

The chatbotMessageSend GraphQL mutation

To be able to use this new GraphQL mutation you will have to add an Accept header with the following value: application/vnd.iadvize.automation-chatbot-conversation-preview+json.

Here is an example of a query that will send the message "Hello world!" in the conversation 34562f45-187c-4290-976e-1b992b7b9799 via your iAdvize chatbot id (external bot id) 123456.

mutation SendProactiveMessage {
  chatbotMessageSend(
    input: {
      conversationId: "34562f45-187c-4290-976e-1b992b7b9799",
      chatbotId: 123456,
      actionOrMessage: {
        chatbotMessage: {
          chatbotSimpleTextMessage: "Hello world!"
        }
      }
    }
  ) {
    userErrors {
      __typename
    }
  }
}

conversationId

This is the id of the iAdvize conversation you receive on the POST /conversation route in the body (idConversation).

⚠️ Warning: if you return your own conversation id in the body of the call to POST /conversations, be careful not to use the conversation id passed in the call to POST /conversations/:idConversation/messages (because it will be your own conversation id and not the one from iAdvize).

chatbotId

This is the id of your external bot (=chatbotId) at iAdvize in integer format

⚠️ Warning: the format of the operator id you receive in the REST endpoints you have implemented is slightly different: it is a string containing the operator id (=chatbotId) prefixed with the iAdvize environment sd- or ha-. One possibility is to split the hyphen (-) and get the platform on one hand and the operator id (=chatbotId) on the other hand.

Using our integration with Apollo, you can learn more about the different options you have to interact with the visitor.

Conversation objects

Conversation objects are used to describe the different events that can occur during a conversation with a visitor.

These objects allow you to:

• make a pause (between two messages for example) see await object

• end the conversation see close object

• transfer the visitor to a group of agents see transfer object

• send messages (simple or complex) see message objects

Await object

If you are sending two messages in the same call, we strongly recommend that you use this object to mark a one-second pause between each message. This ensures that the messages are published in the correct order.

{
  type: 'await',
  duration: {
    unit: 'seconds',
    value: 2
  }
}

Close object

A conversations is automatically closed after 5 minutes if nothing happens in the conversation. You can send a close conversation message such as:

{
  type: "close"
}

Transfer object

Transferring a conversation is quite straightforward. You can send the following messages:

The timeout object (in the transferOptions key) allows you to specify the period of time during which iAdvize will try to perform the transfer. If the timeout is reached and the transfer could not be performed, the scenario continues and iAdvize will display the following messages.

{
  type: "transfer",
  distributionRule: "f1cfbc00-1272-4780-9482-6597f56b39c3",
  transferOptions: {
    timeout: {
      unit: "seconds",
      value: 20
    }
  }
},
{
  type: "message",
  payload: {
    contentType: "text",
    value: "Transfer failed, please try again later"
  }
},
{
  type: "close"
}

Explanation: We send a transfer message and schedule a failed transfer message afterward. If the transfer is successful, the message for failed transfer is not published in the conversation. If the transfer fails, the message is sent to the conversation. This way you can notify your user about it and continue the conversation.

Message objects

Several kinds of payloads can be used within your bot replies in order to enrich your responses. You will find in this section information about every type of content you can send with your iAdvize bot.

Text payload

Sending a simple message

{
  "type": "message",
  "payload": {
    "contentType": "text",
    "value": "Hi, i am a simple message."
  }
}

Generic card payload

A generic card is a payload you can use to send a more structured message. It always contains at least one link and can be used to help a visitor to navigate on a website by redirecting him to specific pages. You can specify multiple links on a single generic card. Generic card can also include a title, a description and an image. This help give context to the visitor about the links you are sending

{
  "type": "message",
  "payload": {
    "contentType": "card/content",
    "image": {
      "url": "http://image.net/delivery.jpg",
      "description": "delivery picture"
    },
    "title": "Delivery & Pickup",
    "text": "Learn more about dispatch and delivery times, methods and costs.",
    "actions": [
      {
        "type": "LINK",
        "name": "See more",
        "url": "http://mylink.com/delivery"
      }
    ]
  }
}

{
  "type": "message",
  "payload": {
    "contentType": "card/content",
    "actions": [
      {
        "type": "LINK",
        "name": "How to print on an A4 page",
        "url": "http://mylink/a4page"
      },
      {
        "type": "LINK",
        "name": "I could not print my stamps",
        "url": "http://mylink/stamps"
      },
      {
        "type": "LINK",
        "name": "What are the different support and formats for etiquette?",
        "url": "http://mylink.com/etiquette"
      }
    ]
  }
}

Product Offer payload

A product offer payload lets you send a product offer to your visitor. Using the product offer you can showcase various attributes of your product such as the price, the photography of your product, the availability or a special offer. To show your visitors a carousel of product offers please see Product offer bundle

{
  "type": "message",
  "payload": {
    "contentType": "product-offer",
    "image": {
      "url": "http://image.net/tvsamsumg.jpg",
      "description": "picture of a TV"
    },
    "name": "Samsung Frame 4K UHD TV",
    "price": "€1,499.99",
    "offerPrice": "€1,299.99",
    "availability": {
      "status": "AVAILABLE"
    },
    "actions": [
      {
        "type": "LINK",
        "name": "See more",
        "url": "http://mylink/TvSamsung"
      }
    ]
  }
}

File payload

An attachment lets you send files directly in the chatbox. If you send an image it will be directly shown to the visitors if it is in a supported format by the visitor's browser. For a non-picture file it will offer the possibility to download it.

{
  "type": "message",
  "payload": {
      "contentType": "file",
      "fileName": "Can I add more information about my order?",
      "mimeType": "application/pdf",
      "url": "http://my-website.com/order.pdf"
  }
}

{
  "type": "message",
  "payload": {
    "contentType": "file",
    "fileName": "My picture name",
    "mimeType": "image/png",
    "url": "http://my-website.com/image.png"
  }
}

Card bundle payload

With the generic card bundle you can create a carousel for the visitor. Sliders are an efficient tool to present multiple services, offers or products to your visitors.

{
  "type": "message",
  "payload": {
    "contentType": "bundle/card",
    "cards": [
      { ... },
      {
          "contentType": "card/content",
          "image": {
            "url": "http://image.net/delivery.jpg",
            "description": "delivery picture"
          },
          "title": "Delivery & Pickup",
          "text": "Learn more about our policies",
          "actions": [{
            "type": "LINK",
            "name": "See more",
            "url": "http://mylink/delivery"
          }]
      },
      { ... }
    ]
  }
}

Product Offer bundle payload

A product offer bundle is an efficient tool to showcase multiple products at one to your visitor. The visitor can navigate among the offers you sent using a slider.

{
  "type": "message",
  "payload": {
    "contentType": "bundle/product-offer",
    "offers": [
      { ... },
      {
        "contentType": "product-offer",
        "image": {
          "url": "http://image.net/tvpanasonic.jpg",
          "description": "picture of a TV"
        },
        "name": "Panasonic Smart TV 4K",
        "price": "€1,499.99",
        "offerPrice": "€1,299.99",
        "description": "Enhance your everyday space with The Frame TV that reflects your style and fits your space",
        "availability": {
          "status": "AVAILABLE"
        },
        "actions": [{
          "type": "LINK",
          "name": "See more",
          "url": "http://mylink/TvPanasonic"
        }]
      },
      { ... }
    ]
  }
}

Generic JSON objects

Image

An Image object can be used to display one image. The picture linked need to be of dimension 240x120(px) and should be displayable on browsers.

{
  "url": "http://image.net/image.jpg",
  "description": "picture of an image"
}

Actions

Actions can be used to offers options to one visitor. Today, only link actions can be used. A link action is one action that can redirect one user to a given url link.

{
  "type": "LINK",
  "name": "My link",
  "url": "http://mylink"
}

Quick reply object

A quick reply is used for offering several choices to a visitor. Each choice needs to be specified in the "quickReplies" field of a reply. The answer sent by the visitor to the multiple choice question can only contain text. There is no maximum number of quick replies you can display. However we recommend not to use more than 3 quick replies for a single question.

⚠️ Even if you have to fill in a QuickReply id for each of your choices, currently only the value is sent to your bot.

{
  "contentType": "text/quick-reply",
  "value": "Yes"
}

Customize replies with Markdown

Bot replies can be further customized using Markdown syntax to add style, linking, tables, lists, etc.

Supported Markdown features

Some Markdown features are fully functional, some are partially supported and some are not supported. Here is a table showing the status of each feature:

⚠️ As not all social channels support markdown in the same way, be careful with the tags you use.

Bots and conversational experience

In order to provide a great conversational experience here are some of the best practices we advise every integrator to follow.

⚠️ Please note that these guidelines are important for your app to pass the iAdvize review process. ⚠️

Awaits / timeout on Bot Transfers

Our bot transfer process allows you to set any timeout value you might like. Please be advised that you should not set a timeout value inferior to 15 seconds. Under that delay our system will not have a sufficient amount of time to verify availability. This delay is perfectly acceptable in term of conversational experience and is required for the transfer to operate correctly.

⚠️ Please note that if you don't specify a transferOptions, the timeout value will be 60 seconds

You can specify a timeout in a transferOptions key as below :

{
  "type": "transfer",
  "distributionRule": "ef4670c3-d715-4a21-8226-ed17f354fc44",
  "transferOptions": {
    "timeout": {
      "value": 20,
      "unit": "seconds"
    }
  }
}

Delay your answers

We strongly advise to put an await between each answer your bot is going to send to the visitor to enhance the conversational experience with your bot. You can use an await of a few seconds for each message you send to the visitor. Answering directly would be too unnatural otherwise.

Do not disguise your bot as a human

We will refuse any integration that masks the fact that a bot isn't a human. According to our experience, we know that it results in important satisfaction drop. You should state at the beginning of the conversation that the operator is not human. Also provide a specific avatar that makes it clear that the agent is a bot.

Be careful about the length of your messages

You should never send a message over 450 characters long (technical limitation). We even advise not to send more than 250 characters per message (optimal Ux). To offer a great conversational experience try to write short and concise answers. If you really need to send a long answer we recommend splitting your entire message in smaller ones of max. 250 characters that are semantically coherent.

Do not say hello twice

A preconfigured welcome message is available for all of our clients. If your bot says hello at the start of every new conversation it will results in the visitor receiving a similar message two times in a few seconds.

To deliver a better conversational experience, your bot can skip any notion of welcoming message and just present itself as a bot.

Diversify your answers

Try and offer multiple versions of your common answers. It will help you deliver a better experience instead of a repetitive robotic one.

FAQ

My visitor is being inactive in the conversation, how can I send him/her a message?

You can schedule a message to be sent after a while such as:

{
    "idConversation": "ce41ba2c-c25a-4351-b946-09527d8b940b",
    "idOperator": "ha-456678",
    "replies": [
        {
            "type": "await",
            "duration": {
                "unit": "seconds",
                "value": 120
            }
        },
        {
            "type": "message",
            "payload": {
                "contentType": "text",
                "value": "Can I still help you ?"
             },
            "quickReplies": []
        }
    ],
    "createdAt": "2017-11-22T12:04:00Z",
    "updatedAt": "2017-11-22T12:23:00Z"
}

Explanation: After 2 minutes, the message Can I still help you ? will be sent to the visitor. If the visitor sends a message before the 2 minutes timer, this message is not sent to the conversation.

How can I check the availability of a rule before a transfer

You can check the availability with the routingRule query in our GraphQL API. This query returns a routingRule object in which there is an availability field allowing to know the availability of the different channels.

Here is an example of a query to retrieve the availability on chat channel:

query getAvailabilityOfMyRoutingRule {
  routingRule(id: "MY_ROUTING_RULE_UUID") {
    availability {
      chat {
        isAvailable
      }
    }
  }
}

And its result:

{
  "data": {
    "routingRule": {
      "availability": {
        "chat": {
          "isAvailable": false
        }
      }
    }
  }
}

Bot troubleshooting

Q: My chat does not display, even if I went through all the bot creation process and campaign creation process

A1: Is your browser's main language the same language the bot is configured to chat in? If not, make sure they match

A2: Is your bot available to chat? Make sure that your bot is available to chat i.e. the availability endpoint is reachable and returns true. See the availability-strategy endpoint here (link).

Q: My bot is stuck in an infinite loop, it keeps replying to itself.

A: Mind that all the messages sent in the conversation (whether your bot is the author or not) trigger a call to the POST /conversations/conversationId/messages. To avoid replying to yourself, you have to filter on the author. If the author equals visitor then you can reply otherwise, just return an empty "replies" array:

{
  idConversation: ...,
  idOperator: ...,
  replies: [], // Empty replies
  createdAt: ...,
  updatedAt: ...
}

Q: My bot always appears to be offline, how can I change that?

A: Did you implement the GET /availability-strategies correctly?

Q: Why is the iAdvize bot selected and not my external bot in the iAdvize admin interface?

A: Did you implement the GET /external-bots, PUT /bot/:id and GET /bot/:id correctly?