Salesbot steps and actions full guide

February 20, 2020

If you want to create a unique and super efficient Salesbot, then you are in the right place! Our visual editor is full of amazing features. It can offer something special for any type of business. It has several steps and each step can have multiple actions assigned to it. Let’s have a look at each of them in detail.

If you have not yet created a Salesbot, you should! Check out our article for more information.

In this article, you will learn about the following steps:

Go ahead to Chats > Setup > Templates & Bots and choose the ‘Create a new bot’ button from the ‘Salesbot’ section. When you click on the ‘Create a bot from scratch’, you can see the window with all the steps of the Salesbot that you can use to customize the bot.

All steps


This is the very core function of the Salesbot. Here, you can enter messages that you want the bot to send to customers, or choose a template you already created.

As a part of the message, you can add quick reply buttons so your client can choose from the given options. For example you could list the issues your client may deal with and, based on the chosen issue, the Salesbot communication flow will take the appropriate path.

Quick reply

Up to thirteen buttons can be added, but try to go with a maximum of 3 - otherwise most of the messengers will split your message into several parts with 3 buttons each. You can also add synonym keywords as an alternative to the buttons, in case your customer writes an answer instead of clicking the button. This will help the system determine the intention behind the customer’s answer.

Quick answers

Or, you can choose the ‘URL button’. The URL button redirects customers to a given website page. For example, the button could be named ‘Visit our website’ and once it is clicked in the chat it will take the customer to your website.

You can also attach different files by clicking the attachment icon. This might be very useful when you need to send your pricelist for example.

URL Attach

You can also choose who you want to send a message to if you have more than one in a leadcard. Decide which channel the Salesbot will use - just hit “Channel” at the top of the step box.

Send to

Sending Internal Messages

Internal messages are an amazing tool to exchange information inside your company. These messages will be visible only to a person or the team that it is directed to. For example, if a customer chooses to discuss the catering options in person, your bot will send a message to an assistant who is responsible for negotiations - just enter the text and choose the right user.

Internal message


Pause is the tool that allows you to stop your bot until your customer does something. For example, if you want your bot to hibernate until the customer replies, you’ll need to set a pause before the next message - choose ‘Until message received’ and that’s it, the bot will not send a message before a client's reply.


These are the following actions that the bot can wait for:

  • until message received;
  • timer is out;
  • not duty hours;
  • video is opened; or
  • video is closed.


In this step you have several actions that make your bot more advanced and smarter:

  • Add note - this action makes the bot create notes in the lead card of your client.
  • Add task - here you can add a task that will be assigned to one of your team members. You can set a deadline; choose the responsible user, change the task type or leave a specific comment. For example, if I want to have a meeting with the team to decide whether we can handle catering for over 100 people, I will ask the bot to set an immediate meeting task.
  • Change conversation status - this changes the status of your conversation to ‘closed’ or ‘answered’.
  • Change lead status - this action lets you change the lead status in your pipeline. This is a great way of saving a lot of time by automating this process. For instance, I usually ask the bot to move clients to the “Qualified” stage when they choose “Get in touch” from the quick reply buttons.
Change lead status

  • Change responsible user - this action is very helpful to rotate clients to the right person according to a request.
  • Complete task - this action helps to complete tasks. You can choose all tasks or the specific one and specify the deadline.
  • As an example, I can choose a ‘Catering options’ task and choose to complete all tasks that are overdue.
Complete tasks

  • Create Lead - this is a great feature that lets you create new leads automatically through your bot.
  • You can choose what information to include and assign it to any user. You can also set the pipeline stage that it will be in.
Create lead

  • Generate form - this is a great addition to your salesbot. If you want to get more information about your leads, you can create a form inside the virtual editor and all the information that your customer provides will be automatically added to the lead card. Or, you can choose to create a new Lead based on the information from the form. You can also set the pipeline stage or add tags to a leadcard.
  • To create a form, click on the ‘create form’ button, choose form layout,edit fields and design as you want.
Create form

When you finish the design, go to the ‘Form placement’ page. Here you can make changes to how the form will be displayed on the screen of the customer.

Form placement

  • Manage subscribers - this action helps you to add or unsubscribe you or your teammates from the chat.
  • Manage tags - this is a cool way of managing your tags along the way.
  • For instance, you can tag leads according to their choices of your products. Write the names of your products and add ‘manage tags’ action. Choose the contact and write the tag name.
manage tags

Send email - the following action will help your bot to send automated emails to the users. Do note: in order to send emails, you have to create mail templates by going to Mail > Settings > Templates menu.

add template

Here you also have to add at least one shared email address that will be used to send mails.

Emails will be sent from the responsible manager via their connected personal email address. If there is not an email address connected, it will be sent from the team’s shared corporate email address.

Send webhook - webhooks are irreplaceable if you need to send information about an event to a third party app. For example, I use webhooks to change order status from “Placed” to “Canceled” in my ERP system.

Set field - this helps you to set a field in your client’s lead card. Let’s suppose you want to add a home phone number field for the current contact. Choose ‘Set field’ from actions, choose ‘Phone’ and then ‘Home’.


This step acts as a filter between Salesbot steps. With it, you can set multiple conditions that a chat message or contact fields must meet before another step can happen. This really helps when you need to filter out certain types of contacts or guide the Salesbot based on the text in the message.

You can include several states inside one condition or create several conditions, each leading to different flows.

It helps you to set specific answers according to the components of the customers' messages. We can set the condition so if the Client message equals ‘Hello’ - the message ‘Welcome to our company’ will be sent or if the Client message equals ‘catalog’ - the message ‘Hello, here you can find our catalog’ with the attached file will be delivered by bot.



The validation step checks the customer message and, depending on the text, directs the bot to one of the following steps you have created. It can validate the message based on different variables:

  • equals;
  • does not equal;
  • contains;
  • does not contain;
  • has a length of; or
  • regular expression

Let’s suppose our bot asked for the phone number of the client. To make sure that the client has sent a phone number, not a random text, we can set a validation with the condition of “if client number contains phone number”. If it contains a phone number, we can continue the steps as needed. We can also add one more condition - ‘if client message does not include phone number’. In this case we can ask them to write the proper phone number.

Validation answer

Go to another step

This feature automatically directs to another step of your Salesbot. You just have to choose the step from the list and the bot will repeat that action.

This is especially useful when you are using ‘Validation’. Let’s say your client has not sent a phone number as was asked. You can write a message asking them to write a proper phone number and send the bot back to the validation step. This stops you from repeating the same steps.

move to step

Start bot

Start bot is also a true time saver when creating a Salesbot. When the next steps of your bot are the same with your already-existing bot, you can just link it from that point. Just choose the ‘Start bot’ button and choose the bot that you want to apply.

I may create different introductory steps for my business and when it comes to the catering options part, I can just choose my existing ‘Catering options bot’ and it is ready to go. No need to write those steps again.

Custom step (Code)

Here you can enter your own code. To get a better idea of how to create commands for the Salesbot, please see the Salesbot article on our Developers knowledge base.


This step has third-party widgets that can be used within the messenger chat window by the Salesbot. It includes several widgets such as Stripe, Mailer andLanguage detector. They help you to boost your bot with additional features. To use widgets, do not forget to install them in the first place. You can do this right inside the visual editor.

As an example, with the help of Stripe you can send personalized payment invoices. When you choose the widget, you can see a small window with all the information that needs to be filled.


They can be added manually or they can be made automatic. If you want to learn how to use Stripe accurately with your bot, please read our article about Stripe usages.

Once you have configured the Salesbot steps as needed, click Save.

Ta-daaa, your Salesbot is ready!

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