Mastering Crisp AI Chatbot: A Comprehensive Guide to Chatbot Blocks

The Crisp AI Chatbot allows you to create automated conversations using a no-code workflow builder. These conversations, or scenarios, are built by connecting different types of 'blocks'. Each block performs a specific function, such as sending a message, checking a condition, or triggering an event. This guide will explore each type of block in detail, providing you with the knowledge to build powerful and efficient chatbot automations.

Event blocks are the 'listeners' of your chatbot scenario. They detect when something occurs, such as a user sending a message, a conversation state changing, or a button being clicked. When an event block is reached, the scenario pauses until the monitored event happens. Key Event Blocks: * **New User Message:** Detects any type of message from the user (text, image, file, etc.). Useful for starting scenarios or capturing user questions. * **User Message Matches:** Detects text messages containing specific patterns or keywords. Ideal for triggering actions based on user input. * **Button/Input Action:** Detects when a user clicks a button or submits a field input. Used after Button or Field Input action blocks. * **Conversation State Changed:** Detects changes in the conversation state (Pending, Unresolved, Resolved). * **Awaiting Operator:** Triggers if a user's message hasn't been read by an agent after 2 minutes. * **User Email/Phone/Name Updated:** Triggers when user information is updated in the conversation. * **Custom Data Updated:** Triggers when a conversation custom data is set or changed. * **Segments Updated:** Triggers when a conversation segment is set or changed. * **URL Change Detected:** Detects when a user navigates to a specific URL on your website. * **New Crisp Event:** Detects when a specific Crisp event has been pushed with the SDK, allowing you to start scenarios programmatically.

Action blocks allow you to perform actions during the execution of a chatbot scenario. These actions can include sending messages, updating user information, or triggering internal processes. Key Action Blocks (Categorized): * **Send Message:** * **Text:** Sends a regular text reply to the user. * **Composition:** Displays a composition animation (typing indicator). * **Button Picker:** Displays interactive button pickers to the user. * **Field Input:** Displays a field input to collect information from the user. * **File Attachment:** Shares a file in the conversation. * **Animation (GIF):** Inserts a GIF animation in the conversation. * **Carousel:** Displays a carousel of items/products. * **Private Note:** Sends a private note message visible only to operators. * **Update User:** * **Update User Name/Email/Phone:** Updates the user's nickname, email address, or phone number. * **Update User Custom Data:** Updates custom data associated with the user. * **Set with Bot Memory:** Sets user data with bot memory. * **Add Session Segment:** Adds a session segment to the user. * **Submit Event:** Submits an event. * **Ask User Feedback:** Asks the user for feedback. * **Internal Actions:** * **Update Chat State:** Updates the state of the chat. * **Wait:** Pauses the scenario for a specified duration. * **Block User:** Blocks the user. * **Mention Operator:** Mentions an operator. * **Assign Operator:** Assigns an operator to the conversation. * **Move to Inbox:** Moves the conversation to the inbox. * **Submit Web Hooks:** Submits web hooks. * **AI Actions:** * **Evaluate Intent:** Evaluates the user's intent. * **MagicReply:** Generates an AI-powered response. * **Search Helpdesk:** Searches the helpdesk for relevant articles. * **Search Answers:** Searches for answers. * **Search Web Content:** Searches web content.

Condition blocks allow you to add logic to your chatbot scenarios by checking for specific conditions. Based on whether a condition is met, the scenario can follow different paths. Key Condition Blocks: * **Conversation is New:** Checks if the conversation is new. * **Time Passed Since:** Checks the time passed since a specific event. * **Conversation/Contact Segments:** Checks for specific conversation or contact segments. * **Conversation/Contact Custom Data:** Checks for specific conversation or contact custom data. * **Current Page URL:** Checks the current page URL of the user. * **User Location/Language:** Checks the user's location or language. * **Current Hour/Day:** Checks the current hour or day. * **Bot Memory has Data:** Checks if the bot memory has data. * **User Email Matches/is Set:** Checks if the user's email matches a specific pattern or is set. * **User Phone is Set:** Checks if the user's phone is set. * **User Name is Set:** Checks if the user's name is set. * **Conversation State:** Checks the conversation state. * **User is Available/Support is Available:** Checks if the user or support is available. * **Contact is Verified:** Checks if the contact is verified. * **Conversation Channel/Inbox:** Checks the conversation channel or inbox. * **Conversation Subject Matches:** Checks if the conversation subject matches a specific pattern. * **HTTP Response Matches:** Checks if an HTTP response matches a specific pattern. * **Message Intent Matches:** Checks if the message intent matches a specific pattern.

Exit blocks are used to end a chatbot scenario or link it to another scenario. Key Exit Blocks: * **Stop Scenario:** Stops the current scenario. * **Run Scenario:** Runs another scenario.

Many blocks offer additional options for customization, allowing you to tailor your chatbot to your specific needs. These options can include: * **Memorizing Values:** Storing user input for later use. * **Translating Messages:** Providing messages in multiple languages. * **Using Variables and Replacement Tags:** Inserting dynamic information into messages. * **Pattern Matching:** Using wildcards to detect specific patterns in user input.

The combination of different blocks allows you to create a wide range of chatbot scenarios. Here are a few examples: * **Lead Generation:** Collect user information using Field Input blocks and store it using Update User blocks. * **Customer Support:** Answer frequently asked questions using AI Actions blocks and direct users to relevant resources. * **Product Recommendations:** Display product recommendations using Carousel blocks and track user interactions using Event blocks. * **Appointment Scheduling:** Allow users to schedule appointments using Button Picker blocks and integrate with external calendars using Web Hooks.

To build efficient and effective chatbot scenarios, consider the following best practices: * **Plan Your Scenario:** Before you start building, map out the flow of your conversation and identify the key steps. * **Use Clear and Concise Language:** Make sure your messages are easy to understand and avoid jargon. * **Test Your Scenario Thoroughly:** Test your scenario with different inputs and scenarios to ensure it works as expected. * **Monitor and Optimize:** Track the performance of your scenario and make adjustments as needed to improve its effectiveness.