Things to Know Before Building Your First Bot on mark360.ai
Get started with building automated, personalized conversations using mark360.ai Bots. This guide explains the key concepts such as bots, flows, triggers, variables, and critical configurations to help you launch your first WhatsApp bot smoothly and effectively.
What is a Bot and a Flow?
A Bot acts as your 24/7 digital assistant, interacting with users through chat on WhatsApp.
Within a bot, you'll create multiple flows—these are scripted guides that determine how the bot should respond to specific types of inquiries.
Example Structure:
- Bot Name: Customer Support Bot
- Bot Flows:
- Order Inquiry
- Returns & Refunds
- Product Information
- Feedback
Each flow contains step-by-step logic—asking questions, capturing input, giving information, or connecting to support.
How is a Bot Triggered?
A bot cannot be triggered directly—only its flows are triggered based on certain conditions or keywords.
Matching Logic
- Each flow has keywords that act as triggers.
- If a user sends a message containing any of the defined keywords, that specific flow is activated.
Example:
A flow for tracking orders may use keywords like "order", "track", or "status".
If multiple flows share a keyword, payload values can help differentiate and trigger the correct one.
What Are Variables?
Variables act like containers to store user input or dynamic data.
Examples:
{{customer_name}}→ "Hi John, how can I help you?"{{order_id}}→ "Your order #45231 has been shipped."
Data Types Supported:
- Text: Names, messages, etc.
- Number: Amounts, counts, etc.
- Date: Booking or event dates.
- Boolean: True/False logic.
- List: Multiple items like services or choices.
- Object: Complex structured data.
System Variables in mark360.ai
mark360.ai provides predefined variables to simplify development:
| Variable | Purpose |
|---|---|
{{intent.text}} | Trigger word/phrase sent by user |
{{intent.payload}} | Payload sent along with intent |
{{recipient}} | Customer's WhatsApp number |
{{session_variable}} | Variables stored during the session |
{{contact.fields}} | Default contact fields like name, email |
How to Share Your Bot
1. Compose Box
- Directly assign a bot to a user's conversation using the Compose Box icon.
- Select the desired flow and trigger it instantly.
2. Default Bot
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Automatically triggered when users start a chat on your WhatsApp Business account.
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Generate a QR code or link that leads to a specific bot.
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When scanned or clicked, the bot starts the chat instantly.
With these foundational concepts and configurations, you're ready to build high-performing, user-friendly bots on mark360.ai that elevate your customer support, sales, and marketing automation.
Need help building your first flow? Reach out to our onboarding team at support@mark360.ai
Before Building Your Bot – mark360.ai
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Define Your Objectives
- What tasks do you want the bot to accomplish?
- How will it improve user experience?
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Understand Your Audience
- Who will interact with the bot?
- What are their needs and preferences?
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Map Out User Journeys
- Outline the steps users will take when interacting with the bot.
- Identify key touchpoints and potential drop-off areas.
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Gather Required Resources
- Collect any necessary content, such as FAQs, product information, and user data.
- Ensure you have access to all relevant systems and APIs.
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Choose the Right Tools
- Familiarize yourself with the mark360.ai platform and its capabilities.
- Determine if you need any additional tools or integrations.
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Plan for Testing and Iteration
- Establish a testing process to evaluate the bot's performance.
- Be prepared to make adjustments based on user feedback and analytics.
By following these steps, you'll be well-equipped to create a successful bot on mark360.ai that meets your business goals and enhances customer interactions.