1.1.1 Blocks: What is a Block? 

A Block is a visual representation of an Intent. Blocks are an essential part of how we structure a conversation, and like their name, they are the building blocks and foundation of a successful Bot dialogue. Blocks are made up of a series of Cards that have enhanced features and functionality. Blocks are built within the Script GUI.

See: 8.1.1  INTENTS: What is the Intent?

1.1.2 Blocks: When do I use a Block?

A Block is used when you wish to add enhanced functionality to your Conversation. This is done from the Script GUI using Cards found in the Card Tray. 

1.1.3 Blocks: What is the difference between Blocks and Cards? 

Cards are the components of a Block. Blocks are made of one or more cards from the card tray on the left-hand side of the Script GUI. 

1.1.4 Blocks: What is the difference between a Block and an Intent? 

Blocks are built in the Script GUI Section and can include enhanced functionality using the cards found in the Card Tray. Intents are text-based and built in the Language Processing Section. Otherwise, Intents and Blocks are interchangeable within a conversation.

1.1.5 Blocks: What are Generic Blocks? 

Generic Blocks are a set of predetermined blocks with specific functionality that give you a headstart on your conversation. Generic blocks are easy to edit. 

The Generic Blocks section contains a Welcome Message, Default Message and Persistent Nav. You will also be able to add a second Default Message with a context, an Account Link Block and an Account Unlink Block. 

See: 7.0 GENERIC BLOCKS 

2.1.1 GUI: What is the Script GUI?

The Script GUI is the user-friendly area where you can quickly access everything you need to build an engaging and meaningful conversation with your audience using Blocks and Cards. 

3.1.1 Cards: What is a Card?

A Card is an element of a Block with prebuilt functionality to simplify the building experience of a conversation, as well as enhance your interactions with the user. Cards are added to blocks in order to create a conversation. There are ten essential Cards to become familiar with, each card has a unique purpose.

See the corresponding section to familiarize yourself with each Card. 

3.2.1 Text Card: Why use a Text Card?

3.3.1 Image Card: Why use an Image Card?

3.4.1 Quick Reply Card: Why use a Quick Reply Card?

3.5.1 Delay Card: Why use a Delay Card?

3.6.1 Carousel Card: Why use a Carousel Card?

3.7.1 Video Card: Why use a Video Card?

4.1.1 API Card: Why use an API Card?

4.2.1 Go To Card: Why use a Go To Card?

4.3.2 Set Attribute Card: Why use a Set Attribute Card?

4.4.1 Hand Over Card: Why use a Hand Over Card?

3.2.1 Text Card: Why use a Text Card?

A Text Card uses Simple Text to build a conversational rapport with the client. This is the foundation of the chat experience.

3.2.2 Text Card: What do I need to know when planning content for a Text Card?

The text portion of a Text Card is limited to 400 characters. You can also add up to three Buttons to each Text Card. 

3.2.3 Text Card: How do I Create/Add a Text Card? 

To Create/Add a Text Card start in the Script GUI.  

Steps

1. Using the Card Tray on the left-hand side of the screen, click on the Text Card icon. A new Text Card will appear as the last card in the Script Block you are building.
2. The Text input box will be active. Type to add the desired text. The character count will decrease as the text is entered, allowing you to know how many characters you have remaining. Text is limited to 400 characters.

1. Save your work. You will find Save in the top right-hand corner of the screen. It’s a good idea to make a habit of saving your work every time you add to or change anything in your script.
2. You can check your work by clicking Preview in the Right-Side Panel. Your new Text Card will appear in the Preview Pane with the content you have added.

3.2.4 Text Card: Why Add a Button to a Text Card?

Buttons are a simple way for your client to engage. Buttons are highly versatile and valuable to your chat experience. They can be used to navigate your client to a URL or Login, or to dial a phone number, or to share information on a social media platform. You can include up to three Buttons per Text Card. 

3.2.5 Text Card: How do I add a Button to a Text Card? 

See the corresponding section for the Button you wish to add to your Text Card. 

Block Button - will take the user to another block in the Conversation using a button from within the message they receive. 

5.2.1 Buttons: How do I add a Block Button? 

URL Button -  will directly link your user to an outside URL using a button from within the message they receive. 

5.2.2 Buttons: How do I add a URL Button?

Phone Number Button -  will dial the associated phone number using a button from within the message they receive. 

5.2.3 Buttons: How do I add a Phone Number Button? 

Facebook Login Button -  will directly link the user to Facebook Login using a button from within the message they receive. 

5.2.4 Buttons: How do I add a Facebook Login Button?

Facebook Log Out Button - will directly link the user to Facebook Log Out using a button from within the message they receive. 

5.2.5 Buttons: How do I add a Facebook Log Out Button?

3.3.1 Image Card: Why use an Image Card?

An Image Card allows you to add an image to your Conversation. 

3.3.2 Image Card: How do I Create/Add an Image Card? 

To Create/Add an Image Card start in the Script GUI.  

Steps

1. Using the Card Tray on the left-hand side of the screen, click on the Image Card icon. A new Image Card will appear as the last card in the Script Block you are building.
2. Click on the Upload Image icon in the Image Card, a new window will appear.
3. You will have the option to either upload an image from your computer or link to an image using a direct URL.

Add an image using a URL

1. Click in the input box under Link to Image, the input box will become active. Add the URL for your desired image.
2. Click Save to add the image. The Upload Image window will close. 

Upload an Image from your computer 

1. Click directly on ‘Browse your Files’ next to the upload icon. This will open a second window enabling you to browse the files on your computer. 
2. Locate and select an image/file from your computer. Click on the file to ensure it is selected (highlighted). 
3. Click the Open button in the bottom right-hand corner of the window. This will close the window and begin the uploading process. 
4. Click Save to add the image. This window will close. 
5. Save your work. You will find Save in the top right-hand corner of the screen. It’s a good idea to make a habit of saving your work every time you add to or change anything in your script.
6. You can check your work by clicking Preview in Right-Side Panel. Your new Image Card will appear in the Preview Pane with the image you have added.

3.3.3 Image Card: How do I Delete an Image from an Image Card?

To Delete an Image from an Image Card, start in the Script GUI.

Steps

1. Place your cursor over the image you wish to Delete. You will see a Delete icon appear in the top right-hand corner of the image block.
2. Click on the Delete icon to remove the image from the card.
3. You may now add a new image to the Image Card. Follow Steps 2 - 8 3.3.2 Image Card: How do I Create/Add an Image Card? 

3.4.1 Quick Reply Card: Why use a Quick Reply Card?
Quick Reply cards are a simple way to guide the end-users conversation. Using an efficient reply system the user can select from the options provided to them within the message. 

3.4.2 Quick Reply Card: How do I Create/Add a Quick Reply Card - Text? 

To Create/Add a Quick Reply Card start in the Script GUI.  You can Link a Quick Reply Card to a Block or a URL. Before beginning, we recommend feeling comfortable with Buttons, Blocks, and Attributes

Steps

1. Using the Card Tray on the left-hand side of the screen, click on the Quick Reply Card icon. A new Quick Reply Card will appear as the last card in the Script Block you are building.
2. Within the Quick Reply Card, you will see an input box and a Drop Down menu. Click in the input box to make it active and add a question. 
3. Use the Quick Reply Type drop-down menu to select Text. A Response Attribute Smart Search input box will appear.
4. Click in the Response Attribute Smart Search box. Select a Response Attribute from the drop-down menu or begin typing a Response Attribute name. Existing Response Attributes will sort to the top of the list.
5. Click +Add Button a new button dialogue will open. 
6. When the Button Dialogue opens, the Button Name input box will be active. Begin typing to add a name for the Button.
7. Adding an Image Icon to your quick reply card is optional. Click on the Upload Image icon to select an image for the icon. Locate and select an image/file from your computer. Click on the file to ensure it is selected (highlighted). Click the Open button in the bottom right-hand corner of the window. This will close the window and begin the uploading process. The image will appear on the button in the Quick Reply Card.
8. Using the Drop-down menu under Link To, select “Block”.
9. Click in the input box under the Link To Drop-down menu to make it active. Select an existing block or create a new block. This is the block that your Quick Reply Card button will direct the user to.
10. Click “Add Button” to add the newly created button to your Quick Reply Card.
11. Repeat steps 5-10 to add additional Quick Reply Buttons. You can add up to three Quick Reply Buttons to your Quick Reply Card.
12. Save your work. You will find Save in the top right-hand corner of the screen. It’s a good idea to make a habit of saving your work every time you add to or change anything in your script.
13. You can check your work by clicking Preview in Right-Side Panel. Your new Quick Reply Card will appear in the Preview Pane with the added Quick Reply Buttons. We recommend taking the time to check all newly added buttons to your Quick Reply Card.

3.4.3 Quick Reply Card: How do I Create/Add a Quick Reply Card - Phone Number? 

To Create/Add a Quick Reply Card start in the Script GUI.  You can Link a Quick Reply Card to a Block or a URL. Before beginning, we recommend feeling comfortable with Buttons, Blocks, and Attributes

Steps

1. Using the Card Tray on the left-hand side of the screen, click on the Quick Reply Card icon. A new Quick Reply Card will appear as the last card in the Script Block you are building.
2. Within the Quick Reply Card, you will see an input box and a Drop Down menu. Click in the input box to make it active and add a question. 
3. Use the Quick Reply Type drop-down menu to select Phone Number.
4. Click +Add Button a new button dialogue will open. 
5. When the Button Dialogue opens, the Button Name input box will be active. Begin typing to add a name for the Button.
6. Adding an Image Icon to your quick reply card is optional. Click on the Upload Image icon to select an image for the icon. Locate and select an image/file from your computer. Click on the file to ensure it is selected (highlighted). Click the Open button in the bottom right-hand corner of the window. This will close the window and begin the uploading process. The image will appear on the button in the Quick Reply Card.
7. Using the Drop-down menu under Link To, select “Phone #”.
8. Click in the input box under the Link To Drop-down menu to make it active. Begin typing a phone number. This is the phone number that your Quick Reply Card button will direct the user to.
9. Click “Add Button” to add the newly created button to your Quick Reply Card.
10. Repeat steps 4-9 to add additional Quick Reply Buttons. You can add up to three Quick Reply Buttons to your Quick Reply Card.
11. Save your work. You will find Save in the top right-hand corner of the screen. It’s a good idea to make a habit of saving your work every time you add to or change anything in your script.

3.5.1 Delay Card: Why use a Delay Card? 

A Delay card adds a timed delay to your response. Adding a delay gives your conversation a more natural feeling. 

3.5.2 Delay Card: How do I Create/Add a Delay Card?

To Create/Add Delay Card start in the Script GUI.

Steps

1. Using the Card Tray on the left-hand side of the screen, click on the Delay Card icon. A new Delay Card will appear as the last card in the Script Block you are building.
2. Within the Delay Card block, you will see an input box and a Drop Down menu. Click in the input box to add a numerical value for your After Delay.
3. Use the drop-down menu to select a unit of time (minutes, hours, days, weeks, months)

 for your After Delay.

1. Click in the box next to Show Typing to show the user a “typing” indicator within the message during the After Delay. This is optional.
2. Save your work. You will find Save in the top right-hand corner of the screen. It’s a good idea to make a habit of saving your work every time you add to or change anything in your script.
3. Preview is unavailable for Delay Cards.

3.6.1 Carousel Card: Why use a Carousel Card?

Carousel Cards are unique in that they allow you to share multiple pieces of content with the user within a single message. Users can click through the content. Use the carousel card to prioritize your contents and provide options for the user. 

3.6.2 Carousel Card: How do I Create/Add a Carousel Card?

To Create/Add Carousel Card start in the Script GUI. A Carousel Card is made up of one or more Carousel Items. You can add up to ten Carousel Items to a Carousel Card.

Steps

1. Using the Card Tray on the left-hand side of the screen, click on the Carousel Card icon. A new Carousel Card will appear as the last card in the Script Block you are building.
2. Click on the Upload Image icon, a new window will appear. Locate and select an image/file from your computer. Click on the file to ensure it is selected (highlighted). Click the Open button in the bottom right-hand corner of the window. This will close the window and begin the uploading process. The image will appear on the Carousel Item.
3. Click in the Add a Heading input box to add a Heading. This Heading will appear on the Carousel Item.

1. Click in the Add a Sub-Header input box to add a Sub-Header. This Sub-Header will appear on the Carousel Item.
2. Click in the Add a URL input box to add a URL for the Carousel Item. This is the URL that your Carousel Item will direct the user to when clicked.
3. If you wish to add a Button to your Carousel Item follow the steps for the specific Button you wish to Add. See the corresponding section for the Button you wish to add to your Carousel Item. 

Block Button - will take the user to another block in the conversation using a button from within the message they receive. 

5.2.1 Buttons: How do I add a Block Button?

URL Button -  will directly link the user to an outside URL using a button from within the message they receive. 

5.2.2 Buttons: How do I add a URL Button?

Phone Number Button -  will dial the associated phone number using a button from within the message they receive. 

5.2.3 Buttons: How do I add a Phone Number Button? 

Facebook Login Button -  will directly link the user to Facebook Login using a button from within the message they receive. 

5.2.4 Buttons: How do I add a Facebook Login Button?

Facebook Log Out Button - will directly link the user to Facebook Log Out using a button from within the message they receive. 

5.2.5 Buttons: How do I add a Facebook Log Out Button? 

1. Click the blue plus sign to the right of the Carousel Card and repeat steps 2-6 to add additional Carousel Items to your Carousel Card. You can add up to ten Carousel Items to a Carousel Card.
2. Save your work. You will find Save in the top right-hand corner of the screen. It’s a good idea to make a habit of saving your work every time you add to or change anything in your script.
3. You can check your work by clicking Preview in Right-Side Panel. Your Carousel Card with the added Carousel Items will appear in the Preview Pane. We recommend checking all the links. Click the newly added Carousel Items while in preview to ensure the link will take your users to the desired URL. Clicking on the Carousel Item will open a new browser window. 

3.6.3 Carousel Card: How do I Delete an Image from a Carousel Item?

To Delete an Image from a Carousel Item, start in the Script GUI. 

Steps

1. Place your cursor over the image you wish to Delete. You will see a Delete icon appear in the top right-hand corner of the image block.
2. Click on the Delete icon to remove the image from the card.

You may now add a new image to the Carousel Item. Follow Step 2 in 3.6.2 Carousel Card: How do I Create/Add a Carousel Card?

3.7.1 Video Card: Why use a Video Card?

A Video Card allows you to add a video to your Conversation.

3.7.2 Video Card: How do I Create/Add a Video Card? 

To Create/Add a Video Card start in the Script GUI.  

Steps

1. Using the Card Tray on the left-hand side of the screen, click on the Video Card icon. A new Video Card will appear as the last card in the Script Block you are building.
2. Click on the Upload icon in the Video Card, a new window will appear
3. You will have the option to either upload a video from your computer or link to a video using a direct URL.

Add a video using a URL

1. Click in the input box under Link to, the input box will become active. Add the URL for the video you want to link to. 
2. Click Save to add the video. This window will close. 

Upload a Video from your computer 

1. Click directly on ‘Browse your Flies’ next to the upload icon. This will open a second window enabling you to browse the files on your computer. 
2. Locate and select a video/file from your computer. Click on the file to ensure it is selected (highlighted). 
3. Click the Open button in the bottom right-hand corner of the window. This will close the window and begin the uploading process. 
4. Click Save to add the video. This window will close. 
5. Save your work. You will find Save in the top right-hand corner of the screen. It’s a good idea to make a habit of saving your work every time you add to or change anything in your script.
6. You can check your work by clicking Preview in Right-Side Panel. Your new Image Card will appear in the Preview Pane with the image you have added.

3.7.3 Video Card: How do I Delete an Image from a Video Card?

To Delete a Video from a Video Card, start in the Script GUI. We will be working with the Card you want to Delete the Image from. 

Steps

1. Place your cursor over the video you wish to Delete. You will see a Delete icon appear in the top right-hand corner of the image block.
2. Click on the Delete icon to remove the video from the card.

Video Card will be ready to add a new image too. Follow Steps 2 - 8 in 3.7.2 Video Card: How do I Create/Add a Video Card? 

4.1.1 API Card: Why use an API Card?

 An API Card allow you to add custom code to your script enabling you to create custom cards and interaction. 

4.1.2 API Card: How do I Create/Add an API Card?

To Create/Add API Card start in the Script GUI. This is an advanced level Card. 

Steps

1. Using the Card Tray on the left-hand side of the screen, click on the API Card icon. A new API Card will appear as the last card in the Script Block you are building.
2. Click in the input box under API URL to add an API URL. 
3. Click on “+Add Parameter” to begin adding parameters. This will open a new +Add Parameter window.
4. Within the new +Add Parameter window. Click in the name input box to add a name for the  Parameter. It’s important to ensure the Parameter name matches the strings used in the API URL.
5. Click in the Value input box to add a value to your parameter. 
6. Click on the “Add Parameter” button to add your new parameter. This will close the Add Parameter window.
7. Repeat steps 3-5 to add additional Parameters. You can add up to 3 parameters to your API Card.
8. Click on “+ Add JSON Template”. This will open a new window. 
9. Select JSON Type from the drop-down menu.
10. Click in the Text Editor input box to Edit JSON Template code. This will format the API’s response.
11. Scroll to the bottom of the window and click “Save”. This will close the window.
12. Save your work. You will find Save in the top right-hand corner of the screen. It’s a good idea to make a habit of saving your work every time you add to or change anything in your script.
13. Preview is unavailable for API Cards 

4.2.1 GoTo Card: Why use a GoTo Card?

A GoTo card will redirect the user to a different block based on the value assigned to attributes. This will enable you to make your conversation more personal and specific to individual users. This will optimize your interaction with the user. 

4.2.2 GoTo Card: How do I Create/Add a GoTo Card? 

To Create/Add a GoTo Card start in the Script GUI. This is an advanced level card.

Steps

1. Using the Card Tray on the left-hand side of the screen, click on the Goto Card icon. A new Goto Card will appear as the last card in the Script Block you are building.
2. Click in the Attribute input box. You will have the option to either Add an Existing Attribute or Create a New Attribute. 

Add an Existing Attribute  

1. Begin typing. Existing Attributes will sort to the top of the list. Select a Response Attribute.

Create a New Attribute 

1. Type the Name of the New Attribute you would like to add. Click “+Create New Attribute”. 
2. Click “Create If Statement”. A new Create If Statement window will open. 
3. Under Value on the Table, click in the input box to make it active. Add a Value.
4. Under Block Name on the Table, click in the input box to activate the drop-down menu. Use the drop-down menu to select the desired Block. This is the Block the user will be redirected to.
5. Click “+Add If Statement” to add additional If Statements. Continue Steps 3-5 until all If Statements have been added.
6. Click the “Save” button. The Create If Statement window will close.
7. Click in the If Null Go To input box. Add a Null Statement. 
8. Click in the Else Go To input box. Add an Else Statement.
9. Save your work. You will find Save in the top right-hand corner of the screen. It’s a good idea to make a habit of saving your work every time you add to or change anything in your script.
10. Preview is unavailable for GoTo Card.

4.3.1 Set Attribute Card: What is an Attribute?  

An Attribute is incoming information about the user that can then be saved, applied, and used to further personalize the conversation as it progresses.

Use the Set Attributes Card to add and save Attributes to your customer record. These Attributes can then be used in the future….. To do something example 

4.3.2 Set Attribute Card: Why use a Set Attribute Card? 

An Attribute card enables you to set the attribute of a user inside a block.

4.3.3 SET Attribute Card: How do I Create/Add a Set Attribute Card? 

To Create/Add a Set Attribute Card start in the Script GUI.

1. Using the Card Tray on the left-hand side of the screen, click on the Set Attribute Card icon. A new Attribute Card will appear as the last card in the Script Block you are building.
2. Using the “Set Attribute” drop-down menu select an Attribute.
3. Click in the Value input box to make it active. Add a value. 
4. Save your work. You will find Save in the top right-hand corner of the screen. It’s a good idea to make a habit of saving your work every time you add to or change anything in your script.
5. Preview is unavailable for Set Attribute Cards.

4.4.1 Hand Over Card: Why use a Hand Over Card? 

A Hand Over Card enables you to either transfer the user to a Live Agent Application or to transfer the user’s conversation to an Admin or Messenger inbox. 

4.4.2 Hand Over Card: How do I Create/Add a Hand Over Card that will transfer the conversation to a Custom Live Agent Application? 

To Create/Add a Hand Over Card start in the Script GUI.

1. Using the Card Tray on the left-hand side of the screen, click on the Hand Over Card icon. A new Hand Over Card will appear as the last card in the Script Block you are building.
2. Click the box next to Use Custom Live Agent Application to use a Custom Live Agent Application 
3. Click in the Custom Application ID input box to make it active. Add the ID for your Custom Application. 
4. Save your work. You will find Save in the top right-hand corner of the screen. It’s a good idea to make a habit of saving your work every time you add to or change anything in your script.
5. Preview is unavailable for Hand Over Card.

4.4.3 Hand Over Card: How do I Create/Add a Hand Over Card that will transfer the conversation to our Admin or Messenger inbox?

To Create/Add a Hand Over Card start in the Script GUI. The default for this card is to transfer the conversation to your Admin or Messenger inbox.

Steps

1. Using the Card Tray on the left-hand side of the screen, click on the Hand Over Card icon. A new Hand Over Card will appear as the last card in the Script Block you are building. 
2. Save your work. You will find Save in the top right-hand corner of the screen. It’s a good idea to make a habit of saving your work every time you add to or change anything in your script.
3. Preview is unavailable for Hand Over Cards.

5.1.1 Buttons: What is a Button?

Buttons are a simple way for your client to engage. Buttons are an easily identified clickable component that is highly versatile and valuable to your chat experience. Buttons allow users to do a variety of things; 

• Navigate through the conversations
• Navigate outside the conversation to a URL, a Facebook Login/Log out
• Share information on a social media platform
• Call a phone number
• Ask or answer questions with a set group of responses

Buttons are always found attached to a card. You can add no more then three Buttons per card. Buttons can be added to a Text Card, a Carousual Card, or a Quick Reply Card. Just like cards each button has a unique purpose. 

Add Image of a Standard Button - user view 

See the corresponding section to familiarize yourself with each Button type. 

5.2.1 Block Buttons: How do I add a Block Button?

5.2.2 URL Buttons: How do I add a URL Button?

5.2.3 Phone Number Buttons: How do I add a Phone Button?

5.2.4 Facebook Login Buttons: How do I add a Facebook Login Button?

5.2.5 Facebook Log Out Buttons: How do I add a Facebook Log Out Button?

5.1.2 Buttons: What is a Quick Reply Button?

A Quick Reply Button is the response element of the Quick Reply Card, designed to simplify the response process and guide the conversation. Quick Reply Buttons allow you to ask a question with a set group of responses to focus and guide your conversation. They are also an excellent way to quickly gather knowledge about the user. This knowledge can then be used to set additional Attributes using the Set Attribute Card. 

See: 

3.4.1 Quick Reply Card: Why use a Quick Reply Card?

4.3.2 Set Attribute Card: Why use a Set Attribute Card?

Add Image of Quick Reply Button - user view 

5.2.1 Buttons: How do I add a Block Button?

To add a Block Button, start in the Script GUI. Buttons are always attached to a Card. You can add a Block Button to a Text Card or a Carousel Card. 

Steps

1. At the bottom of the Card you wish to add a Block Button too, you will see +Add Button. Click here to open the Button Dialogue.
2. When the Button Dialogue opens, click in the Button Name input box. The Button Name input box will become active. Begin typing to add a name for the Button.
3. Under Link To, use the Drop-down menu to select the option for Block. 
4. The Hint text in the input box under the Link To drop-down menu will change to “Block Name” from “Block, Url, Share Login/Log Out, Phone Number”.
5. Click in the input box under Please enter a valid URL to make it active,  begin typing the name of the existing Block you wish to add. The input box will act as a Smart Search. Blocks will sort to the top of the list as you type. Select the Block you want to add from the list or create a new Block. If you choose to create a new Block the new Block will be found under the corresponding group. 
6. Click “Add Button” button to finish and close Add Button window.
7. Save your work. You will find Save in the top right-hand corner of the screen. It’s a good idea to make a habit of saving your work every time you add to or change anything in your script.
8. You can check your work by clicking Preview in Right-Side Panel. Your Card with the added Block Button will appear in the Preview Pane. We recommend checking the Button. Click the newly added Block button while in preview to ensure the link will take the user to the intended content.

5.2.2 Buttons: How do I add a URL Button?

To add a URL Button, start in the Script GUI. Buttons are always attached to a Card. You can add a URL Button to a Text Card, a Carousel Card, or a List Card. 

Steps

1. At the bottom of the Card you want to add a URL Button too, you will see +Add Button. Click here to open the Button Dialogue.
2. When the Button Dialogue opens, click in the Button Name input box. The Button Name input box will become active. Begin typing to add a name for the Button.
3. Under Link To you will see a Drop Down menu titled Select and an input box containing hint text. Click to open the Drop-down menu and select the option for URL.
4. You will see the hint text in the input box under Link To switch to “http://”  from “Block, Url, Share Login/Log Out, Phone Number”.
5. Click in the input box under Link To, begin typing to add the address for the desired URL. This is the URL your added Button will link to. 
6. Click anywhere outside the Button Dialogue to close.
7. Save your work. You will find Save in the top right-hand corner of the screen. It’s a good idea to make a habit of saving your work every time you add to or change anything in your script.
8. You can check your work by clicking Preview in Right-Side Panel. Your Card with the added URL Button will appear in the Preview Pane. We recommend checking the link. Click the newly added URL button while in preview to ensure the link will take your client to the intended URL.

5.2.3 Buttons: How do I add a Phone Number Button?

To add a Phone Number Button, start in the Script GUI. Buttons are always attached to a Card. You can add a URL Button to a Text Card, a Carousel Card, or a List Card. We will be working with the Card you want to add a Phone Number button to. 

Steps

1. At the bottom of the Card you want to add a Phone Number Button to, you will see +Add Button. Click here to open the Button Dialogue.
2. When the Button Dialogue opens, the Button Name input box will be active. Begin typing to add a name for the Button.
3. Under Link To you will see a Drop-down menu titled Select and an input box containing hint text. Click to open the Drop-down menu and select the option for Phone Number.
4. You will see the hint text in the input box under Link To switch to Phone Number from Block, Url, Share Login/Log Out, Phone Number.
5. Click in the input box under Link To, begin typing to add the phone number the Button will dial. This is the Phone Number your added Button will link to. 
6. Click anywhere outside the Button Dialogue to close.
7. Save your work. You will find Save in the top right-hand corner of the screen. It’s a good idea to make a habit of saving your work every time you add to or change anything in your script.
8. You can check your work by clicking Preview in Right-Side Panel. Your Card with the added Phone Number Button will appear in the Preview Pane. We recommend checking the link. Place your cursor over newly added Phone Number Button a Tooltip will appear with phone number.

5.2.4 Buttons: How do I add a Facebook Login Button?

To add a Facebook Login Button, start in the Script GUI. Buttons are always attached to a Card. You can add a Facebook Login Button to a Text Card, a Carousel Card, or a List Card. We will be working with the Card you want to add a Facebook Login button to. 

Steps

1. At the bottom of the Card you want to add a Facebook Login Button too, you will see +Add Button. Click here to open the Button Dialogue.
2. When the Button Dialogue opens, the Button Name input box will be active. Begin typing to add a name for the Button.
3. Under Link To you will see a Drop Down menu titled Select and an input box containing hint text. Click to open the Drop-down menu and select the option for Facebook Login.
4. You will see the hint text in the second input box under Link To switch to http://facebook/login from Block, Url, Share Login/Log Out, Phone Number.
5. Click anywhere outside the Button Dialogue to close.
6. Save your work. You will find Save in the top right-hand corner of the screen. It’s a good idea to make a habit of saving your work every time you add to or change anything in your script.
7. You can check your work by clicking Preview in Right-Side Panel. Your Card with the added URL Button will appear in the Preview Pane. We recommend checking the link. Click the newly added Facebook Login Button while in preview to ensure the link will take your client to Facebook Login.

5.2.5 Buttons: How do I add a Facebook Log Out Button?

To add a Facebook Log Out  Button, start in the Script GUI. Buttons are always attached to a Card. You can add a Facebook Log Out Button to a Text Card, a Carousel Card, or a List Card. We will be working with the Card you want to add a Facebook Log Out Button to. 

Steps

1. At the bottom of the Card you want to add a Log Out Button too, you will see +Add Button. Click here to open the Button Dialogue.
2. When the Button Dialogue opens, the Button Name input box will be active. Begin typing to add a name for the Button.
3. Under Link To you will see a Drop Down menu titled Select and an input box containing hint text. Click to open the Drop-down menu and select the option for Facebook Log Out.
4. You will see the hint text in the second input box under Link To switch to http://facebook/Log Out from Block, Url, Share Login/Log Out, Phone Number.
5. Click anywhere outside the Button Dialogue to close.
6. Save your work. You will find Save in the top right-hand corner of the screen. It’s a good idea to make a habit of saving your work every time you add to or change anything in your script.
7. You can check your work by clicking Preview in Right-Side Panel. Your Card with the added Facebook Log Out Button will appear in the Preview Pane. We recommend checking the link. Click the newly added Facebook Log Out Button while in preview to ensure the link will take your client to Facebook Log Out.

6.1.1 FORMS: How do I Create a Form?

To Create a new Form, start in the Script GUI. 

Steps

1. In the right hand side panel, located under Forms, click on “+Add Form”.
2. Click in the new Name Form field. The field will become active. Begin adding your new Form name.
3. Click the eye icon on the right to view and edit your new Form. A default Form Block Card entitled Form Block 1 will appear.
4. Within the new Form Block Card, click in the Input Box under “What question would you like to ask?”. The Input Box will become active. Begin adding a question.
5. Click in the “Expected Response Type (Entity)” Smart Search box. Select a response Entity from the drop-down menu or begin typing a response Entity name. Existing response Entities will sort to the top of the list.
6. Click “Get Value”. The system will return Values.
7. You will have the option to link to a new Form Card, a Form Block or a Block.

Link to a new Form Card  

1. Select the “Next Card” radio button. 

Link to a Form Block

1. Select the “Form Block” radio button.
2. Click in the Smart Search box. Select a Form Block from the drop-down menu or begin typing a Form Block name. Existing Form Blocks will sort to the top of the list.

Link to a Block

1. Select the “Block” radio button.
2. Click in the Smart Search box. Select a Block from the drop-down menu or begin typing a Block name. Existing Blocks will sort to the top of the list.
3. Click on “+Add Next Form Card” to add another Form Card.
4. Repeat steps 4-9 to add Form Cards as necessary.
5. Click “Preview” in the right hand side panel. Your new Form dialogue will appear in the Preview Pane.
6. Save your work. You will find Save in the top right-hand corner of the screen. It’s a good idea to make a habit of saving your work every time you add to or change anything in your script.

7.1.1 Generic Blocks: What are Generic Blocks? 

Generic Blocks are a set of predetermined blocks with specific functionality that give you a headstart on your conversation. Generic blocks are easy to edit. 

The Generic Blocks section contains a Welcome Message, Default Message and Persistent Nav. You will also be able to add a second Default Message with a context, an Account Link Block and an Account Unlink Block. 

7.3.1 Generic Blocks: What is a Default Message?

A Default Message is the response a user will receive when an Intent can’t be matched to the users input. 

7.3.2 Generic Blocks: How do I create a second Default Message?

To create a new Default Message, start in the Script GUI.

Steps

1. In the right hand side panel, located under The Generic Blocks, click on “+Add Generic Block”.
2. In the drop-down menu, click “+Add Default Message”. The Add Default Message Dialogue will open.
3. Click on “Edit Contexts” to expand the Contexts section.
4. Click in the Input Box under Context In. The Box will become active. Begin typing new incoming Context (new incoming Context must be different from any previous Default Message Context).
5. Click in the Input Box under Context Out. The Box will become active. Begin typing new outgoing Context (new outgoing Context must be different from any previous Default Message Context).
6. Click “Save” to finish adding your new Default Message. The Add Default Message Dialogue will close.
7. Save your work. You will find Save in the top right-hand corner of the screen. It’s a good idea to make a habit of saving your work every time you add to or change anything in your script.

7.4.1 Generic Blocks: What is Persistent Nav?

Persistent Nav is a tool you can use to navigate your user to a contact page, website, or  to a specific block within the conversation. Persistent Nav is a Humber Menu located at the bottom of the users Messenger window.

7.4.2 Generic Blocks: How do I add Persistent Nav?

To add a Persistent Nav, start in the Script GUI.

Steps

1. In the right hand side panel, located under The Generic Blocks, click on “Persistent Nav”.
2. Under MENU, click “+Add Menu Item”. The Add Menu Dialogue will open.
3. Click in the Input Field under Menu Item Name. The field will become active. Begin typing new Menu Item name.
4. You can have your new Menu Item link to a Block or a URL Link.

Link to a Block 

1. Select the Block radio button.
2. Click on “Block” to open the Smart Search Menu. Begin typing. Existing Blocks will sort to the top of the list. Select the Block you wish to link to.
3. Click on “Add Menu Item”.

Link to a URL

1. Select the URL radio button.
2. Click in the Input Field below. The field will become active. Begin typing or paste the URL you wish to link to.
3. Click on “Add Menu Item”.
4. Repeat steps 2-4 to Add additional Menu Items. You can create up to three Menu Items for the initial menu.
5. Click “Preview” in the right hand side panel. Your new Persistent Nav Menu will appear in the Preview Pane.
6. Save your work. You will find Save in the top right-hand corner of the screen. It’s a good idea to make a habit of saving your work every time you add to or change anything in your script.

8.1.1 Intents: What is the Intent?

An Intent is what identifies an appropriate response to the end-users input. Using NLP (Natural Language Processing), the bot will choose an intent to match the user’s input, determining a response to the user. Intents contribute to your conversation not only by delivering an appropriate response but also by making the interaction feel like a natural, engaging conversation.

There are two main elements to an Intent, the Input from the user and the output from the Bot. If the user says “Hey” your Bot could respond ‘Hello, is there something I can help you with?’. That would be an Intent in action.

As your conversation progresses, add Context and Parameters to refine your Bots response.

8.1.2 Intents: Why add Context to an Intent?

Just like context can change the meaning of an everyday conversation, your bot will also use Context to help choose the right Intent and return an appropriate response. 

8.1.3 Intents: When do I use an Intent?

Use Intents when you need a simple text-only response. You can create an entire text-only conversation using Intents. 

8.1.4 Intents: What is the difference between Blocks and Cards? 

Cards are the components of a Block. Blocks are made of one or more cards from the card tray on the left-hand side of the Script GUI. 

8.2.1 Intents: How do I Create/Add an Intent? 

To Create/Add an Intent start from Intents in the Language Processing Section. 

Steps

1. Click on “+Add Intent“ This will open a +Add Intent Dialogue
2. When the +Add Intent Dialogue opens, click on the Intents Name Field. The Intents Name Field will become active. Begin typing to add a name for the Intent.
3. Click in the Group input box. You will have the option to either choose an existing Group or Create a New Group. 

Add an Existing Group  

1. Begin typing. Existing Groups will sort to the top of the list. Select the appropriate group.

Create a New Group  

1. Type the Name of the New Group you would like to add. Click “+Create New Group”. 
2. Click on “Edit Inputs”. This will expand the Edit Inputs dialogue to add User Inputs to the Intent.
3. Click in the Inputs input box. The Inputs input box will become active. Begin typing new User Input. 
4. Click the Add Icon to the right of the input box to add the new Input to the User Inputs list. The last Input added will appear at the top of the User Inputs list.
5. Repeat steps 4-6 to continue adding Inputs as needed.
6. Click on “Context”. This will expand the Context dialogue to add Context to the Intent.
7. Click in the Context In input box. The Context In input box will become active. 
8. Add an incoming Context Trigger then press space or return.
9. Click in the Context In input box again to add another Trigger. Repeat steps 9-11 to continue adding Context Triggers as needed.
10. Click in the Context Out input box. The Context Out input box will become active. 
11. Add an outgoing Context Response then press space or return. The default number of exchanges will appear to the left of the new Response. Highlight the default number to change and set the number of exchanges. 
12. Click in the Context Out input box again to add another Response. Repeat steps 12-14 to continue adding Context Responses as needed.
13. Click the “Save” button. A new window will appear to confirm the creation of your new Block. Click the “Got It” button. The +Add Intent Dialogue window will close and your new Intent will be created. New Intents will be added to the table of Intents.

8.2.2 Intents: How do I add or edit Inputs of an existing Intent? 

To Edit/Add Inputs in an Intent start from Intents in the Language Processing Section. 

Steps

1. Click in the Search input box. Begin typing the name of the existing Intent with Inputs you wish to edit or add to. Existing Intents will sort to the top of the list.
2. Click on “Edit” to the right of the existing Intent. The Intent Dialogue will open.
3. Click on “Edit Inputs”. This will expand the Edit Inputs dialogue to edit/add User Inputs to the Intent. 
4. Click in the Add User input box. The Add User input box will become active. Begin typing new User Input. 
5. Click the Add Icon to the right of the input box to add the new Input to the User Inputs list. The last Input added will appear at the top of the User Inputs list.
6. Repeat steps 4-6 to continue adding Inputs as needed.
7. Click the “Save” button. The +Add Intent Dialogue window will close.

8.2.3 Intents: How do I add or edit Context of an existing Intent? 

To Edit/Add Context in an Intent start from Intents in the Language Processing Section. 

Steps

1. Click in the Search input box. Begin typing the name of the existing Intent with Context you wish to edit or add to. Existing Intents will sort to the top of the list.
2. Click on “Edit” to the right of the existing Intent. The Intent Dialogue will open.
3. Click on “Context”. This will expand the Context dialogue to edit/add Context to the Intent.
4. Click in the Context In input box. The Context In input box will become active. 
5. Add an incoming Context Trigger then press space or return.
6. Click in the Context In input box again to add another Trigger. Repeat steps 9-11 to continue adding Context Triggers as needed.
7. Click in the Context Out input box. The Context Out input box will become active. 
8. Add an outgoing Context Response then press space or return. The default number of exchanges will appear to the left of the new Response. Highlight the default number to change and set the number of exchanges. 
9. Click in the Context Out input box again to add another Response. Repeat steps 12-14 to continue adding Context Responses as needed.

Click the “Save” button. The +Add Intent Dialogue window will close.

9.1.1 FAQs: How do I add a new FAQ?

To add a new FAQ start from FAQs in the Language Processing Section.

Steps

1. Click on “+Add FAQ“ This will open an +Add FAQ Dialogue.
2. Click on the Name FAQ field. The FAQ field will become active. Begin typing new FAQ Name
3. Click in the Group input box. You will have the option to either choose an existing Group or Create a New Group. 

Add an Existing Group  

1. Begin typing. Existing Groups will sort to the top of the list. Select the appropriate group.

Create a New Group  

1. Type the Name of the New Group you would like to add. Click “+Create New Group”. 
2. Click in the Add Question Variation input box.  The input box will become active. Begin typing new User Question.
3. Click the add icon. The new User Question will be added to Question Variations.
4. Repeat steps 3-5 until all possible Question Variations have been added  
5. Click in the Answer input box. The input box will become active. Begin typing to add Answer.
6. Click the “Save” button. The +Add FAQ Dialogue window will close.
7. Your new FAQ will now be added to the FAQ’s table

10.1.1 What are Entities?  

Entities are how the Bot recognizes variables within a users input. They help further refine its ability to match the right Intent and deliver an appropriate response. There are three essential parts to an Entity: The Entity Name, the Reference Value, and Synonyms. 

When Adding Entities, you will have the option to Add Entities specific to your Business or to add System Entities. System Entities are prebuilt Entities that are commonly used variables like Time, Numbers, Sizes, and Locations.

10.2.1 Entities: How do I add a new Entity? 

To Add Entities start from Entities in the Language Processing Section. 

Steps

1. Click on “Add Entity“. This will open an Add Entity Dialogue.
2. Click on the Name Entity field. The Name Entity field will become active. Begin typing new Entity name.
3. Click in the Reference Value input box. The Reference Value input box will become active. Begin typing new Reference Value.
4. Click in the Synonym input box. The Synonym input box will become active. Begin typing new Synonym. Press space or return to add additional Synonyms as needed.
5. Click “+ Add Value” to add new Value and Synonyms to the table of values.
6. Repeat steps 3-5 to continue adding Values and Synonyms as needed.
7. Click the “Save” button. The Add Entity Dialogue window will close.
8. The New Entity will appear at the top of the list of Entities.

10.2.2 Entities: How do I add System Entities?

To Add Entities start from Entities in the Language Processing Section. 

Steps

1. Click on “Add Entity“. This will open an Add Entity Dialogue.
2. Click the box next to “Add System Entity”.
3. Click in the Select System Entity smart search box. The smart search will become active. Begin typing to search. Existing System Entities will sort to the top of the list.
4. Select System Entity.
5. Click the “Save” button. The Add Entity Dialogue window will close.
6. The New System Entity will appear at the top of the list of Entities.

10.2.3 Entities: Edit Entities - How do I Change a Value in an existing Entity?

To Change an Entity Value start from Entities in the Language Processing Section. 

Steps

1. Click on “Edit” to the right of the Entity you wish to edit. The Entity Dialogue will open.
2. Click on the Value you wish to edit from the list of Values.
3. The selected Value will self-populate the Reference Value and Synonym input boxes.
4. Click into either the Reference Value or Synonym input boxes. The input box will become active. Edit the Reference Value or Synonym. 
5. Click “+Update Value” to update the Value and Synonyms to the table of Values.
6. Click the “Save” button. The Entity Dialogue window will close.

10.2.4 Entities: Edit Entities - How do I Delete a Value in an existing Entity?

To Delete an Entity Value start from Entities in the Language Processing Section. 

Steps

1. Click on “Edit” to the right of the Entity you wish to edit. The Entity Dialogue will open.
2. In the list of Values, hover over the Value you wish to Delete. A Trashcan Icon should appear 
3. Click the Trashcan Icon next to the Value to Delete it.
4. Click the “Save” button. The Entity Dialogue window will close.

10.2.5 Entities: Edit Entities - How do I add an additional Value to an existing Entity?

To Add additional Values to an Entity start from Entities in the Language Processing Section. 

Steps

1. Click in the Search input box. Begin typing the name of the existing Entity you wish to add additional Values to. Existing Entities will sort to the top of the list.
2. Click on “Edit” to the right of the existing Entity. The Entity Dialogue will open.
3. Click in the Reference Value input box. The Reference Value input box will become active. Begin typing new Reference Value.
4. Click in the Synonym input box. The Synonym input box will become active. Begin typing new Synonym. Press space or return to add additional Synonyms as needed.
5. Click “+ Add Value” to add new Value and Synonyms to the table of values.
6. Repeat steps 3-5 to continue adding Values and Synonyms as needed.
7. Click the “Save” button. The Add Entity Dialogue window will close.
8. The New Entity will appear at the top of the list of Entities.

11.1.1 Create Conversation: How do I start building a New Conversation? 

To Create/Add a New Conversation start from the Conversation landing page. 

Steps

1. Click the “Create New” button.  
2.  A new Create Conversation window will open.
3. Click in the Conversation Title input box. The input box will become active. Add a title for your new Conversation. 
4. To add a Bot Avatar, click on the Upload Image icon, a new window will appear. This step is optional.
5. Locate and select an image/file from your computer. Click on the file to ensure it is selected (highlighted). Click the Open button in the bottom right-hand corner of the window. This will close the window and begin the uploading process. This Image will be used for the Bot Avatar. 
6. Adjust the crop of the Bot Avatar image. This is optional. 
7. Click the “Save” button. The Create Conversation window will close.
8. You are now in the Script GUI where you can begin building your conversation. 
9. Your new conversation will be pre-populated with a Welcome Message. Click in the text card for the Welcome Message to edit the content.
10. Continue building your conversation. 

11.1.2 Create Conversation: How do I start building a Conversation using a Template?

To Create/Add a Conversation from a Template, you may start from the Conversations landing page or the Conversations Template page. If starting from the Conversations landing page, begin at Step 1. If starting from the the Conversations Template page, begin at Step 2. Any conversation you have previously built can be used as a template from the Templates section.

Steps

1. Click the “From Template” button. 
2. All available templates will populate the screen for you to select from. 
3. Click on “Preview Template” within the template you wish to preview. A preview of this template will open on the right-hand side of the screen. 
4. Within the preview, you may navigate a conversation as the User would. Scroll and interact with all Cards and features to be certain that it is the template you wish to use.
5. Click “Use This Template” to select the template. Or close the preview by clicking the pink X in the top left-hand corner. Continue previewing templates until you find the template you wish to work from.
6. Once you have selected a Template, a new Create Conversation window will open.
7. Click in the Conversation Title input box. The input box will become active. Add a title for your new Conversation. 
8. To add a Bot Avatar, click on the Upload Image icon, a new window will appear. This step is optional.
9. Locate and select an image/file from your computer. Click on the file to ensure it is selected (highlighted). Click the Open button in the bottom right-hand corner of the window. This will close the window and begin the uploading process. This Image will be used for the Bot Avatar. 
10. Adjust the crop of the Bot Avatar image. This is optional. 
11. Click the “Save” button. The Create Conversation window will close.
12. You are now in the Script GUI where you can begin editing your conversation. Your conversation will be pre-populated with your selected template. Click in any Block or Card to edit the content.

12.1.1 Manage Account: How do I add a New User?

To add a New User start within “Manage Accounts”. You must be an Administrator to add a new User.

Steps

1. Click the “Add User” button found under the Profile section on the right-hand side of the screen. This will open a new Add User window.
2. Click in the First Name input box to add the First Name of the new User. 
3. Click in the Last Name input box to add the Last Name of the new User. 
4. Click in the Email input box to add the Email of the new User.
5. Under Assign Roles you will see a list of Roles. Next to each Role, there is a box. Click in the box to assign Roles to the new user. These Roles can also be changed at a later date. When a box contains a green checkmark the associated role is assigned to the user. 
6. Click the “Send Invite” button. This will send an invite to the New User and close the Add User window.
7. You will now find your Newly Added User in the “Users” Table in Manage Accounts. 

12.1.2 Manage Account: How do I change the Roles assigned to a user? 

To change a role assigned to a user start within “Manage Accounts”. You must be an Administrator to change roles assigned to a User. 

Steps

1. Scroll down to find the “User” table. Click on the Name of the User whose Roles you wish to change. The User's Profile will open. 
2. Click on “Roles” to open the list of roles associated to the User.
3. Next to each Role, there is a box. Click in the box to assign or remove an assigned role to a User. When a box contains a green checkmark the associated role is assigned to the User. 
4. Click “Save Changes” to finish changing the User’s assigned Roles. You may now close the User’s Profile.

12.1.3 Manage Account: How do I add or change the default Bot Avatar for the Account? 

To add or change a default Bot Avatar start within “Manage Accounts”. This Avatar will be the default Avatar for all conversations unless you add a Bot Avatar to an individual conversation. 

Steps

1. In the Profile section of Manage Accounts, click on the Bot Avatar Icon or existing Bot Avatar, a new window will appear.
2. Click on the Upload Image icon, a new window will appear. 
3. Locate and select an image/file from your computer. Click on the file to ensure it is selected (highlighted). Click the Open button in the bottom right-hand corner of the window. This will close the window and begin the uploading process. The newly selected image/file will be used for the default Bot Avatar. 
4. Adjust the crop of the Bot Avatar image. This is optional. 
5. Click the “Save” button. The Edit Conversation Image window will close.
6. Click “Save Changes” to finish adding or changing the default Bot Avatar. 

12.1.4 Manage Account: How do I Reset my Password? 

To reset your password start within “Manage Accounts”. You can only Reset your personal password. 

Steps

1. In the Profile section of Manage Accounts, click on “Password Reset” to open the Password Reset section.
2. The Current Password input box will be prepopulated with your current password.
3. Click in the New Password input box and begin typing your new password. 
4. Click in the Confirm Password input box and retype your new password to confirm it. 

1. Click “Save Changes” to finish resetting your password.

13.1.1 Login: How do I Login as a New user? 

To Login as a New User, clink on the link you received in your initial welcome email from Botco. This will bring you to the Botco.ai Login landing page.

Steps

1. Click in the Email input box to add your Email. Use the same email address your Welcome email from Botco was delivered to.
2. Click in the Password input box to add your temporary Password. Use the temporary password you received in your Welcome email from Botco.
3. Click the Login Button to continue.
4. Logging in for the first time will automatically bring you to your Profile page. You may now change your temporary password to one of your own choosing. 12.1.4 MANAGE ACCOUNT: How do I Reset my Password?

13.1.2 Login: How do I Login? 

To Login start on the Botco.ai Login landing page.

Steps

1. Click in the Email input box to add your Email. Use the email address associated with your Bottoo account.
2. Click in the Password input box to add your Bottco Password. 
3. Click the Login Button to continue.
4. Logging in will automatically bring you to the Conversations page. 

14.1.1 Deployment: How do I Deployment a New Conversation?