With Custom Bots, you can replace website forms with engaging, customizable bots. Your customers will trigger a Custom Bot by clicking a button, so you can provide them with a faster and more personal experience.

For example, you could:

  • Replace your contact form with a bot that quickly identifies customers and assigns their conversation to the right team.

  • Automatically qualify and assign leads who click ‘Chat to sales’ on your pricing page.

  • Collect customer feedback by triggering a bot on a “Send us feedback” button.

  • Generate more newsletter subscriptions from blog’s ‘Subscribe’ button.

Here’s how to get started:

First, design your bot

Go to Custom Bots > From a button and click ‘New Custom Bot’:

You can choose to create a bot from scratch, or start quickly with a template:

Next, design your Custom Bot’s paths. For example, if you’re using a bot on a ‘Chat to us’ button, you might create separate paths for new leads and current customers:

Tip: if you want to trigger a bot from a ‘Subscribe’ button, you could create a path to capture their email address. — Then, once captured, you could follow up by closing the conversation, and add a tag that automatically adds them to your subscriber campaign:

Next, choose a website button

Once you’ve designed your bot, you can easily select a button on your site to trigger it. Just choose ‘Select element on your site’:

Then, choose the website where you’d like to add your Custom Bot: 

You’ll be brought to your website in a new window. In the menu at the bottom of the page, choose ‘Navigate’ to go the page that contains the button you want to trigger your bot on:

Once you’re on the page you want to use,  choose ‘Select’ on the menu to choose a button or website element:

It’s easy to choose a website element to trigger your bot on. Just hover over any element and click on it. 

Once you’ve selected the right element, hit ‘Save and close’. 👆

Choose when, and for whom the bot should trigger

With rules you can define a set of criteria that people must meet to trigger the bot. This means that when a user or visitor clicks the button to trigger the bot, it will only appear if they match the audience filters.

We recommend only using audience rules if you have an additional bot to cover everyone who doesn't match.

For example you might have two bots, one in French and one in English, and which one is triggered depends on the user's browser language:

You can use scheduling in the same way. For example, with a bot that stops at the same time that another bot starts, or one bot during your office hours, and one for outside of office hours:

Lastly, set your bot live

With all these settings in place, you can set your bot live:

Now, when visitors or users click that element on your site, your bot will engage them so they can take the right actions automatically.

Note: You can use Custom Bots from buttons on desktop and mobile sites. They don’t work in mobile apps. Custom Bots from buttons will trigger for visitors/users every time they click on the button.

Trigger the same Custom Bot from multiple places

If you have multiple buttons and you'd like them to trigger the same Custom Bot, you can manually define the CSS class that triggers the bot.

Important: Only one button per page will trigger the Custom Bot, so if you have multiple buttons they must be on separate pages.

Follow the steps above and select one of the buttons you'd like to trigger the bot. You'll see the CSS selector used, and can manually edit it here:

Ensure that all the buttons share a class like .bot_launcher_button and add it here (if it's not selected already), then save and close:

Now any element on your site with that class, will trigger the Custom Bot. 👍

What’s next?

Here are more ways you can use Custom Bots to provide a personalized customer experience at scale:

Did this answer your question?