What a bot is

A bot is a conversation you wrote down in advance. It sends a message, waits for an answer, keeps the answer, and decides what to send next.

9:41

SBSunrise Bakeryonline

Sure. What is your order number? It looks like SB-1042.

SB-1042

Thanks. Order SB-1042 is packed and leaves the kitchen this afternoon.

Message

1. Order numberQuestion
2. They send “SB-1042”
3. Where the order isMessage

Play again

Four words

1. Step

   One turn. A step sends something, and some steps wait for a reply. A message just says something, a question asks and keeps the answer, a menu offers options, a condition picks a way forward, a function does a job like passing the chat to your team or placing an order, and a handover stops the bot.

2. Flow

   A set of steps with a way in. A flow can start on a greeting, on certain words, or when the customer does something in WhatsApp such as sending a form or an order.

3. Document

   Every flow of one bot, together, with its languages and the things it remembers. This is what Bot Studio saves and what you can export.

4. Version

   A published copy of the document. One version is live, which is the one answering your customers.

What the bot remembers

A question can keep its answer under a name, and any later message can say that name back. The order number above is kept once and used in the next sentence, so the customer is never asked twice.

The same names are what a condition reads when the bot has to choose, and what an order carries when it reaches Orders.

Next: Bot Studio, where all of this is written and published.