Starters guide

Welcome to Watermelon! Now that you’re using our platform, you probably want to know everything you need to get started. This article will help you get familiar with all the features. Take a moment to read it through before you start.

What will you find in this article?


Dashboard: Let’s chat How do you treat chats?

Automate your chatsHow do you build a chatbot?

Style your CXhubHow do I change the branding of the chat screen?

Go liveHow do I make my chatbot go live?

Log in


Once you’ve made a Watermelon account, you will want to start using it and taking your first steps towards building your own Chatbot. You can login to your Watermelon dashboard any time on this page. Use the email address and password that you used when signing up. When logging in for the first time you will be required to make a CXHub in order to create your Chatbot. Do you want to know how this works? Watch the following video:
cxhub en.gif 2.98 MB


Dashboard: Let’s chat!


Now that you’ve logged in, you should be on the Watermelon dashboard. This will give you an overview of all active Chatbot conversations and all agents. You can pick up chats, take over chats or watch chats. You can add tags and notes to any conversation so that you can easily find it later, tags and notes included. Read about how to easily add tags and notes here. If you want to know more about the features of the chat overview, click below:

Automate your chats


We at Watermelon have developed something unique: The conversation builder. Let your chatbot ask questions back and create a unique conversational experience for your visitors. After building the initial conversations you are supposed to train the Chatbot. This is how the Chatbot teaches itself the knowledge you have manually implemented. You can do this from your dashboard with the click of a button.

Conversations


A conversation is a convenient ‘answer-tree’ as it were, which is also known as conversational design. It gives you the possibility to easily ask questions when responding to the client. It may seem complicated, but it’s actually very simple!

For example, imagine a client who says: I want to buy a melon! You can program the Chatbot to reply with: ‘A big one or a small one?’ By using questions such as these, you can give more form to the Chatbot’s conversations. You will also be able to provide the correct answer more quickly and easily, meaning that your customer is helped quicker. You can also use the conversation to direct the customer to the correct page.

A conversation includes many features which allow you to help your visitor in a better, more specific fashion.

To begin making a conversation, follow these steps:

1. Go to Chatbot
2. Choose Add knowledge
3. Select Conversations

When you have reached Conversations in your dashboard, you can start creating automated chats.

How to create a conversation:
1. Add a conversation and give it a name
2. Choose a starting button and change what visitors see
3. Fill in the question you expect your customer to ask
4. Indicate how you want the Chatbot to answer the question

This indicates that the visitor is doing something:

This indicates that the chatbot is doing something:

You can set up a conversation however you like! You can let the visitor choose between a multiple choice list and create a path for them to follow for each choice.

Below you will find information on how to make a multiple choice answer.


On top of the option to add multiple choice buttons, you also have the following options:



You can find out more handy tips for building your conversations below:



Style your CXhub

Personalise your chat screen so that it fits with your branding!

How to get here:

1. Go to the gear at the top right (settings)
2. Click on Add/Edit channels
3. Select CXhub
4. Choose the CXhub you would like to change.
You can adjust the following items in the CXhub:
  • Title- Fill in your company name or the name of your chatbot.
  • Status message- State your opening hours or subjects which the chatbot can help with.
  • Welcome message- Welcome your visitors with important information.
  • CXhub icon Personalise the chatbot icon on your website.
  • Colour codesd – Match your CXhub to your website.
  • Typebar placeholder – Make an initial text for your text bar.
  • Language switchChoose the language of all your CXhub information, such as timestamps and calendar.

To finish, choose an avatar for your Chatbot. We always recommend using an animated avatar to make sure that your visitors know they’re speaking with a Chatbot rather than a real person. Avatars should preferably be 500x500.

How to get here:
1. Go to Chatbot
2. Click on Edit
3. Click on Chatbot Personality
4. Click on Profile picture and name

Upload your avatar here

Go live!

Is your Chatbot ready to go? Then we can go live. 
Follow these three steps to go live with your Chatbot:

1. Choose the channel: Go to Chatbot, click on Edit and select the channel on which the Chatbot needs to be active.

2. Now your Chatbot is almost ready to go live. Ready to go? Go to Chatbot and select Set Chatbot to live. Only 1 step to go!

3. When your Chatbot is completely ready to start, you just have to put the Watermelon script on the website. You will find the script in the dashboard:
You can read about how this works in this article: Adding CXhub to your website.

Do you want to activate a social channel rather than CXhub? Have a look at Connecting Channels.

Your chatbot is now live. Happy chatting!


Checklist:
Almost ready to go live? Before you do, walk through the following checklist. 
  • Are all your conversations marked Live?
  • Have you let someone test the Chatbot?
  • Do all the right users have access to the dashboard? Have you added a profile picture?
  • Have you fully personalised the CXhub?
  • Have you programmed an automated reply (‘out of office’ reply) for your human employees?
  • Is the chatbot marked live?
  • Have you placed the CXhub script on your website correctly?
  • Are you going to use the chat function in tandem with human employees? Read our blog about effectively dealing with chat conversations.
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