You can use ActiveCampaign’s WhatsApp Messaging feature to create a support chatbot flow. Doing so enhances your customer service by providing immediate responses and routing queries to the appropriate support agents.
This article will walk you through the steps to create an inbound flow that triggers with any message and includes a simple structure with a message and an assignment step.
Take note
Your account can only have one active inbound flow that uses “Any message” as a trigger. This support chatbot flow is an inbound flow that triggers when “Any message” is received. This means that when activated, this flow will replace any other inbound chatbot flow in your account that triggers when “Any message” is received. Contacts who are still progressing through the previous messaging flow can finish it.
Create a support chatbot flow
From your ActiveCampaign account:
- Click WhatsApp > Messaging Flows.
- Click “New Messaging Flow.”
- Under the “Details” tab, give your flow a short and descriptive name. Then click “Next.”
- Under the “Trigger” tab:
- Select “Inbound Message”
- Select “Any Message”
- Click “Next”
- Add the “Message” step to the flow. In the message configuration, enter the text you want to send to the user. For example, it could say: “Thank you for contacting ActiveCampaign. We will transfer you to one of our support agents.”
- To automatically assign inbound conversations to a team or individual, add either the “Team” or “Conversation” step to the flow.
- Continue to add steps to your flow as you see fit.
- When finished, click the “Publish” button so contacts and leads can enter your flow.
Final Steps
We recommend sending a test message to your support number to ensure the flow triggers correctly and the message is sent. From here, monitor your support chatbot's performance and make adjustments as needed to improve response times and customer satisfaction.