With the bot builder, you can build a bot without requiring custom development. It is as easy as connecting a few dots with numbers. We’ll walk you through the process of configuring your first bot in the following steps:



Creating a new bot

  • When you log in to your Freshchat account and click on the Chatbots icon in the menu, you’ll see a list of all your bots configured in your account. If this is the first time you're creating a bot, click New Bot > Give your bot a name > Choose between using answers or creating flows for your bot. 


  • You can also create a new bot by cloning an existing, published bot by clicking on the clone option that appears when you click on the three dots of any published bot.


  • The bot gets created, and you will be redirected to the Answers module (if you picked Answers) or the default Hello flow (if you selected Flows). Let’s look at setting up your first bot with Flows in this article. Learn more about setting up Answers.


Creating new flows

You can create new flows in multiple ways:

  • Clicking on the New flow button from the menu.

  • Create a new flow from an existing flow using the insert icon > Dialogs > New flow. 



Learn more about setting up dialogs here.



  • The first dialog (Dialog 1.1) is triggered when a bot is launched inside the web widget, or if the bot is triggered by your customer when they start a conversation with the bot.


  • To avoid accidentally deleting a flow, we only allow you to archive a flow, which can be unarchived at any point in time. However, you can choose to delete the individual dialogs in the flow, make them private, or make them inactive. 


Note:  If a customer tries to ask a question in the middle of a bot flow — the bot will show an error message and ask the customer to provide the right input twice. If the customer still asks a question, the chat will be automatically transferred to an agent. 


Setting up conditions

  • All the dialogs created are executed subsequently unless a condition in one dialog redirects the customer to a different dialog or if there is some actions are triggered. If you’re using the button input type or the carousel input type, you can even trigger actions corresponding to responses received.



For example, a travel agency can choose to display destinations to plan trips for their customers. In another example, a bank evaluates the customer’s age and then shows the interest rates accordingly.




  • You can also execute actions with the bot. The Actions feature in the flow will allow you to execute some events based on your requirements. We have divided them into groups based on their behavior:
    • Dynamic actions:
      • Trigger API,
      • Trigger JS function,
      • Set property,
      • Transfer to Answers
    • Agent handover:
      • Make available for Assignment,
      • Transfer to Agent
    • Conversation actions:
      • Start new conversation,
      • Stop conversation,
      • Resolve conversation
    • Widget actions:
      • Open a URL, 
      • Open the widget,
      • Show a proactive message, 
      • Trigger an event when the widget loads,
      • Add a delay in response,
      • Hide the widget,
      • Minimize the widget, 
      • Send message as the customer

        Learn more about these Actions.


Previewing the bot

  • Upon completing your bot’s configuration, you can click on the Preview button on the top right to preview the bot you’ve built. You can also visualize the connections between the different flows with the Holistic view button on the bottom left.


Quick actions

Under Flows > Configure you can set up more configurations for your bots.








Deploying the bot


Analyzing the bot behavior

  • Creating your bot doesn't stop with getting your bot out to meet your customers. It also means you should be able to get feedback on your bot's performance and tweak it to achieve optimal customer service. You can make use of a variety of reports that we offer out of the box, or you can create your own reports as well. Learn more about bot analytics here.