#Commands Page

What Are Commands?

#Commands are special keywords that a partner can set up in their accounts. The command will initiate a specific script to the contact depending on their channel (SMS, Webchat, or Facebook). These keywords can be used by contacts at any point of the conversation.

Video Tutorial: https://www.loom.com/share/979b5b4f49d841388b29d666aa99fc73 

Why would I use a Command?

Commands or special keywords can help you provide your contacts with additional resources that they can use at any point of the conversation. Contacts decide whether they want to initiate the conversation or not. For example, contacts decide if they want to initiate the #followup command to get an answer from a human. 

How will my contacts know a command exists?

You can add the command to a Knowledge base answer so the student can decide to use it whenever they ask about a specific topic. For example, add the #followup to the fallback responses that way contacts can choose to ask for #followup whenever the bot doesn't know the answer. You also should put it in any understanding where the contact asks to speak to a human. 

You can also mention these commands on your social media platforms or your website to get contacts to engage with your bot. For example, you can have a command that captures feedback (let's say #givefeedback) and you can advertise the command on your different platforms so that students can give you feedback. Keep in mind that these scripts can use save actions in case you wanted to capture certain responses and reward those contacts who took the time to provide feedback.

You can also create a command that lists all available commands via a script. For example #help(or #commands) can trigger a script that tells contacts about the other commands that you created. You can mention this command in your intro script to let contacts know what keywords they can use throughout their conversation with the bot.

Can I use a different script for my Webchat users?

Yes, commands allow you to have different scripts based on the contact's channel. This allows you to add a different script for webchat users where you can ask for contact information like email or phone number in order to be able to follow up with the contact once they exit the webchat conversation.

Navigating to the Commands Page

• Go Into Mascot
• Navigate to the Knowledgebase page 
• Go into the Commands section

Creating your first command

• Once on the commands page click the Create Command Button
• Navigate to the Knowledgebase page 
• Go into the Commands section
• Fill in the information and click Create
• ** You will only see the channels that your account has access to, If you do not have a webchat or Facebook bot then you will not see those options**

Editing a command

• From the table, you can disable the command (this means that when a contact mentions the command it will not initiate the script but rather try to match to an understanding).
• You can click the edit button to change the name, description, or script used by the contact's channel (SMS, Web, Facebook).

Downloading Data about a command

• To get a CSV of the scripts being used in your command you can click the download button from the edit view.
• Note that this will download a CSV of who has interacted with each script. You can customize which default, custom, and campaign/script fields to include, as well as the name of the file.
  • 
• Make sure that your browser supports multiple downloads since it will download different files if you use a different script for every channel.

Default Commands

Several commands are automatically available to contacts:

• #pause and #stop: These allow contacts to temporarily or permanently opt-out of receiving messages. See Opt-Out Commands.
• #language: This allows contacts to set their language preference for all outgoing messages. See Multi-language for SMS and Multi-language for web-chat.
• #login and #logout: These allow contacts to authenticate (and end an authenticated session) for personalized messages. This can be configured in the contact authentication settings.
• #changename: This allows contacts to set a preferred name for personalized messages. See contacts page. This can be disabled on the main Settings page: