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Bot Glossary mark360.ai

Boost customer engagement and automate communications effortlessly using the intelligent chatbot capabilities of mark360.ai. This glossary introduces you to essential terms and features that power our conversational automation tools.

What is a Chatbot?​

A chatbot is a computer program designed to simulate conversation with human users. On mark360.ai, chatbots offer automated, 24/7 customer service, helping businesses scale support, handle inquiries, and improve engagement.

Trigger​

A trigger is an event that initiates a chatbot flow. This can include:

  • A user message
  • A button click
  • A WhatsApp message template interaction

Variable​

A variable holds a piece of information such as:

  • User’s name
  • Location
  • Phone number

Variables are used throughout the bot flow to personalize responses.

Flow​

A flow is a structured sequence of intents, actions, and conditions that help the chatbot guide the user to complete a task, such as:

  • Booking an appointment
  • Filling a form
  • Making a payment

Integration​

An integration connects your chatbot with third-party systems like:

  • CRMs (e.g., HubSpot, Salesforce)
  • E-commerce platforms (e.g., Shopify)
  • Internal APIs or databases

This allows dynamic data fetching or updating in real time.

Intent​

An intent reflects the user’s goal or purpose for starting a conversation. Examples:

  • "Book a demo"
  • "Track my order"
  • "Speak to support"

Special Intent *: In mark360.ai, using * as an intent will trigger a flow regardless of user input.

Condition​

A condition is a logic check that determines whether a node should execute. Example: if user_input == "Yes" then continue to next step

Webhook​

A webhook is an API callback URL that the chatbot hits when a specific event occurs. Use cases:

  • Send data to a backend when a lead is captured
  • Trigger a WhatsApp confirmation after a booking

Template​

A WhatsApp Message Template is a pre-approved message by Meta that can be sent outside the 24-hour messaging window. It’s used for:

  • Notifications
  • Reminders
  • Verification codes
  • Offers

Validation​

Validation ensures that the user’s input is in the correct format. Example:

  • Validating email format
  • Ensuring phone numbers are 10 digits

Regex​

Regex (Regular Expression) is a pattern used to validate or extract text. Examples:

  • \d{10} for mobile number
  • ^[\w._%+-]+@[\w.-]+\.[a-zA-Z]{2,}$ for email

Tools:

  • Regex Editor to build and test expressions
  • Documentation for Regex best practices

API​

An API (Application Programming Interface) allows communication between mark360.ai and external services. APIs can:

  • Fetch customer data
  • Push chatbot responses to CRMs
  • Connect to third-party apps

Logs​

Logs store the message history of chatbot workflows, including:

  • Successful message delivery
  • Failures/errors
  • Timestamp of actions

CTA (Call-to-Action)​

A CTA is a button that encourages users to take the next step. It can:

  • Open a link
  • Initiate a call
  • Launch a form
  • Trigger a flow

Example:
[Book Now], [Get Help], or [Download Invoice]

Quick Reply Buttons​

Quick Reply Buttons allow users to respond with a single tap.

  • Eliminates the need to type
  • Ideal for surveys, confirmations, and FAQs

Examples:

  • "Yes" / "No"
  • "View Products"
  • "Talk to Agent"

mark360.ai bots empower your business with structured, responsive, and intelligent conversations designed to streamline operations and boost customer satisfaction.