Step 1.  Log in to Helpshift as its administrator.

Step 2.  On the Helpshift toolbar, click Settings.

Step 3.  In the navigation pane, scroll to the WORKFLOWS area, and then click Bots.

The Bots page opens. Its features are sorted under three tabs. The active tab should be, by default, Custom Bots.

Step 4.  On the Bots page, click + NEW BOT.

The New Bot dialog box opens. 

Step 5.  Enter a name and a nickname for the new bot.
  • The name is meant for your company’s internal use in distinguishing this bot from all others.
  • The nickname is meant for external use, characterizing your product and/or customer service for users.
Step 6.  To begin configuring the new bot, click CREATE & CONFIGURE BOT.

A page opens. Its name matches the name that you reserved for the new bot.

Step 7.  Click ADD FIRST STEP.

A contextual menu opens. It cites several actions that bots can perform.

This procedure guides you to use a CIF in the first bot step. However, a bot can have many steps, and you can use CIFs in any or all of them, depending on your goal. 

Bots execute their steps in a sequence that you specify and manage. Because their sequence can change what a bot does, as well as when, we recommend that you consider their sequence carefully.

Step 8.  In the contextual menu, click Branch Based on Custom Issue Fields.

A new pane opens, where you can begin to set up the branching logic.

Step 9.  Enter a meaningful name in the Step Name field.

For example, you might call it Branching logic.

Step 10.  Click CREATE FIRST RULE.

The form expands to show additional UI elements.

Step 11.  Enter a name for the first rule. Then, choose a CIF from the unlabeled list.

The datatype for the selected CIF drives Helpshift behaviors in the next step.

For example, when the datatype is checkbox, the next step prompts you to choose between two opposite values, such as true and false.

Alternatively, when the datatype is drop-down, the next step prompts you to choose one of its predefined options.

And so on.

These are the datatypes:
  • drop-down
  • single line text
  • multi line text
  • number
  • checkbox
  • date
Step 12.  (Optional) Do either or both of the following.
  • Define additional steps for your bot. Then, as needed, drag and drop its steps to rearrange their sequence of operation.
  • Define additional rules in any or all of your steps. Then, as needed, drag and drop them to rearrange their sequence of operation.
Step 13.  Click DONE.

Step 14.  (Optional) To confirm that the bot is configured properly to meet its purpose, click Preview Flow.

Step 15.  To save your work and start using your bot in automations, click PUBLISH.