A bot is an autonomous program that interacts with people and/or systems. Helpshift bots can perform many of the same tasks that customer service agents do to resolve end-user issues and maintain positive customer relationships.

Each action (called a bot step) that a custom bot or a feedback bot performs frees your support team to approach more interesting, sensitive, or challenging problems. The maximum number of steps per bot is 25.

Custom Bots and Feedback Bots

Custom bots and feedback bots operate within the broader context of an end-user's issue, receiving their respective issue assignments automatically when specific conditions are met.

• Custom Bots: Work exclusively on open issues.
• Feedback Bots: Work exclusively on resolved issues.

Visual Bot Builder is your no-code workspace for configuring custom bots and feedback bots.

Custom bots and feedback bots are discrete, customizable Helpshift programs that execute simple, no-code logic to perform any of the following actions (and more):

1. End-User Engagement
   • Engage with your end-users in a conversational way via chat or other supported channels.
   • Send messages phrased manually or created via text templates.
   • Present personalized options and act on each end-user's selected choice individually.
   • Request information from the end-user, such as a date, a tracking number, or an email address.
   • Recommend Help Center articles that pertain to the issue under discussion.
2. Multi-Bot and System Integration
   • Engage with your other bots programmatically, overlaying them in a logical matrix for versatility across scenarios.
   • Connect with external systems via API calls:
   • Submit predefined API requests to external systems.
   • Consume, act upon, and repurpose received responses.
3. Property and Profile Updates
   • Update Issue properties, including custom issue fields, issue tags, and customer satisfaction scores.
   • Update User properties, including user fields (standard and custom), user tags, and private user notes.