Design structured chatbot conversations to collect information and update CRM records automatically.
⚠️ Important: Chatbots must be published and have integration enabled to sync data to the CRM.
Plan the Chatbot Flow
Before building a chatbot, define what information you want to collect.
Identify the purpose of the chatbot.
List the questions you need answered.
Decide how responses should branch or end the conversation.
📌 Note: Chatbots work best when focused on structured data collection rather than open conversation.
Create Conversation Groups
Groups help organise chatbot logic and manage branching.
Open the chatbot and go to the Script tab.
Click Add Group.
Name the group based on the topic or stage of the conversation.
📌 Note: Groups act as containers for related questions and responses.
Add Message Blocks
Blocks define what the chatbot says and what information it captures.
Open a group and click Add Block.
Select the block type.
Enter the message shown to the user.
Save the block.
Choose the Correct Block Type
Each block type serves a specific purpose:
Informational Message - Displays text without requiring a response.
Open Answer - Captures free-text input from the user.
Single or Multiple Choice - Allows users to select predefined responses.
Date Picker - Collects date-based information.
File Upload - Allows users to upload one file per question.
📌 Note: If multiple files are required, create multiple file upload blocks.
Link Answers to CRM Fields
Open the block configuration.
Select the relevant CRM field.
Save the configuration.
📌 Note: Captured data syncs automatically when the conversation completes.
Configure Branching Logic
Branching controls how the chatbot responds to user input.
Open a choice-based block.
Define the next step for each answer.
Route users to another block, group, or conversation end.
⚠️ Important: If no next step is defined, the chatbot may end unexpectedly.
Use After Messages Correctly
After messages display follow-up text after a response is submitted.
Open the block settings.
Add text or links to the After Message field.
Save the block.
⚠️ Important: All clickable links must be placed in After Message, not in the main message text.
Add Links to Chatbots
Use the link tool to generate a formatted link.
Insert the link into the After Message field.
Save the configuration.
📌 Note: Links added elsewhere will not be clickable.
Set User Type Early
Add a User Type block near the start of the chatbot.
Define whether the user is a Candidate or Contact.
Save the block.
📌 Note: Setting the user type ensures data syncs to the correct CRM record.
Test the Chatbot
Open the Setup tab.
Launch the chatbot in preview mode.
Test all branches and responses.
Confirm data captures correctly.
📌 Note: Testing helps identify broken logic before publishing.
Enable CRM Integration
Open the chatbot Settings.
Turn on CRM Integration.
Save the configuration.
⚠️ Important: If integration is disabled, captured data will not sync to the CRM.
💡 Best Practices
Keep chatbot flows short and purposeful.
Use choice-based questions to reduce errors.
Always define explicit end points.
Test every branch before publishing.
Set user type as early as possible.
🤔 FAQs
Q1: Why does my chatbot stop unexpectedly?
Answer: This usually occurs when a block does not have a defined next step.
Q2: Can I use links inside chatbot messages?
Answer: Yes, but links must be added to the After Message field.
Q3: Does each chatbot need CRM integration enabled?
Answer: Yes, integration must be enabled for every chatbot that syncs data.