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›Design How To​s

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    • Beginner guide
    • Advanced guide

    Design How To​s

    • How to use timers
    • How to integrate with Zapier
    • How to increase web widget engagement
    • How to use Conditions
    • How to set parameters using buttons
    • How to send conversational reviews
    • Count sessions per Channel or Widget
    • How to use entities instead of multiple intents
    • How to handle multiple inbound messages
    • How to branch your chatbot
    • How to capture user input
    • How to change the language of your bot
    • How to clear the Flow web widget
    • How to create an Arabic speaking bot
    • How to create and manage multiple chatbots
    • How to create buttons
    • How to duplicate flows
    • How to export and duplicate a project
    • How to handle unknown input
    • How to use string templates
    • How to jump to the middle of a flow
    • How to loop flows
    • How to re-use intents
    • How to reset your password
    • How to schedule and broadcast chatbot messages
    • How to structure flows
    • How to use Business Hours
    • How to use carousels
    • How to use data to create context
    • How to use Quick Replies
    • How to pause a bot
    • How to send and receive files or attachments
    • How to deal with unexpected input
    • How to gather user feedback
    • How to track links
    • How to use WhatsApp click to chat links
    • How to accept payments
    • How to deflect calls to WhatsApp
    • How to delay replies
    • How to engage with customers using SMS
    • How to import contacts
    • How to test your WhatsApp chatbot
    • How to use Messenger m.me links
    • How to do multi-channel design

    Code How To​s

    • Code actions best practices
    • How to trigger channel specific flows
    • How to use math in a bot
    • How to create a location-aware bot
    • Create Parameters with Cloud Code Actions
    • How to use quick replies in code actions
    • How to add a delayed opening to the web widget
    • How to build a chatbot quiz for WhatsApp
    • How to catch API errors within Code actions
    • How to verify user input
    • How to check if an object property is undefined
    • How to create a dynamic opening based on the part of t…
    • How to create a Dynamic URL
    • How to create a Webview
    • Handle images in 3 steps
    • How to retrieve data from a database
    • How to connect with an external database
    • How to route back to the last flow
    • How to route your chatbot based on numeric input
    • How to send a confirmation email
    • How to send chatbot data to a database
    • How to send emails to multiple recipients
    • How to create Google maps images
    • How to use QR codes
    • How to use Javascript Comments in actions
    • How to send emails
    • How to store Parameters
    • How to capture and validate an address
    • How to find your Organization ID
    • How to work with dates
    • How to integrate with Wordpress
    • How to check if the user is on mobile or desktop
    • How to trigger bot events based on the page
    • How to combine functions in Javascript
    • How to set profile attributes

    Handover How To​s

    • Fallback
    • Chatbot Handoff How to nail the bot to human handoff
    • How to pause and resume a bot in Front
    • How to Enable or Disable Push Notification
    • How to hand over to a human agent
    • Send text versus trigger event
    • How to setup handoff with Front
    • THow to trigger flows inside Front

    Other

    • Audience
    • Projects
    • Analytics
    • Data retention

How to use existing data to create context for your chatbot

Just like a good sales person, a good chatbot should be aware of the context to deliver valuable experiences.

Many chatbots today fail to deliver valuable conversations because they lack context. Context means being aware of what’s going on around the conversation, something that humans are very good at.

Like a good salesperson or customer service representative, a good chatbot should be aware of the context to deliver a valuable experience. A chatbot should offer its users, just like a good sales manager, the right information at the right time. Or even contacting them proactively by initiating a conversation at the right time!

In this guide, we will show you how you can use existing data to create context for your bot so that it will be able to deliver valuable and personal experiences.

You can use different types of existing data to create context:

  1. Page information
  2. User Input
  3. Profile information
  4. Channel information

Existing data

You can use existing data to create context from several sources. We've list 4 common sources:

1. Page information

Personalize chatbot context
Is your user engaging on a specific page? Use that data to create context. Just as a car salesman will tailor his approach depending on which car types you are looking at. Create context, but it might be wrong so don't forget to check it. Welcome to our features page. What would you like to know about our features?

2. User input

Personalize chatbot journey

The input of the user can be extracted for several workflows. You might want to create a ticket in your CRM, send an e-mail with the extracted data, request the status of an order or simply use the extracted data in your chatbot to personalize the experience.

Read more about extracting data in our article aboutCapturing and Extracting Data

3. Profile Information

When using messaging channels like WhatsApp or Facebook Messenger you will receive information of the user, just like when a friend calls you on your phone. You'll probably pick up in a different way when you don't know the user that's calling you. Why not let your bot do the same thing?

{{user.name}}               //- name of the user
{{user.profile.firstName}}  //- first name of the user
{{user.profile.lastName}}   //- Last name of the user
{{user.profile.fullName}}   //- first and last name combined
{{user.profile.picture}}    //- profile picture
{{user.profile.locale}}     //- user language
{{user.profile.gender}}     //- user gender

Things starting to get fun when you use the available profile picture in combination with Machine Learning to detect age, gender, hair color to follow up with different flows.

Personalize chatbot experience

4. Channel related

This one is a bit different from the three above as it's not really a data point where we extract data from but still we can use different channels to create unique customer journeys. Some channels are considered "richer" than others, meaning that they allow more types of messages.

The Web Widget and Facebook Messenger are considered as very rich while WhatsApp is a bit more limited. You can check which channel is using to deliver the richest reply possible on that channel. Read more at our articleChannel specific flows

← How to use carouselsHow to use Quick Replies →
  • Existing data
    • 1. Page information
    • 2. User input
    • 3. Profile Information
    • 4. Channel related
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