Bot Builder Overview

Objective

The Bot Builder is a powerful tool that allows you to create, configure, and manage chatbots for different messaging channels. This guide walks you through the complete process of building a bot from scratch.

Applies To

• Conversational Connect (Jumper.ai)
• Bot Builder
• WhatsApp
• RCS
• SMS
• Chatbot
• Bot
• Low Code/No Code Bot Builder

Key Features

• Low-Code/No-Code Bot Builder: Quickly design and deploy chatbots with a drag-and-drop interface.
• Multi-Channel Support: Build bots for Google RCS, WhatsApp, and SMS.
• Message Types: Text, quick replies, cards, carousels, images, videos, files, contacts, and locations.
• Rules & Logic: Conditional flows based on user input, variables, and CRM data.
• Operations: Execute actions such as saving user responses, managing CRM fields and tags, or routing to a live agent to drive automation and enhance engagement.
• Variables: Use system variables (e.g., name, email, mobile) or define custom bot variables.
• Third-Party API Integration – Connect your bot with external tools, services, and data sources for smarter, more powerful interactions.
• Analytics: Monitor bot performance, review collected data, and visualize flow analytics.
• Live Agent Handoff: Route conversations to human agents when needed.

Procedure:

Accessing the Bot Builder Module

From the left-hand navigation menu, select Bot Builder.


Note: If you have already created any broadcasts, the following screen will appear.

Dashboard Features

The main dashboard provides an overview of all your bots with the following information:

1. Search: Easily locate a specific bot by entering its name or trigger keyword into the search bar. This is helpful when managing a large number of bots.
2. New Folder: Create a new folder to keep your bots organized. This is especially useful if you manage multiple bots across different use cases.
3. Import Bot: Import a pre-existing bot configuration instead of building one from scratch. This is handy for reusing or migrating bots.
4. New Bot: Start creating a new bot by clicking the New Bot button. This will open the bot creation flow, where you can define triggers, flows, rules, and responses.
5. Bot List: The main dashboard displays a table containing all existing bots with the following details:
   • Bot Name: The name assigned to each bot.
   • Bot ID: A unique identifier for each bot.
   • Trigger(s): Keywords that activate the bot.
   • Folder: Organizational structure for grouping bots.
   • Active Status: Toggle to enable/disable bots.
   • Channel: Platform where the bot operates (SMS, WhatsApp, etc.).
   • Auto Start: Whether the bot starts automatically.
   • Actions: Manage bots with available options, such as:
     • Copy Bot - Creates a duplicate of the existing bot. Useful when you want to reuse a bot’s structure for a new campaign or make changes to a bot without affecting the original version.
     • Export Bot:  Allows you to download the bot configuration. Useful when you want to migrate bots across different accounts.
     • View Data: Provides insights into the bot’s interactions, collected inputs, and journey completion, with the ability to export the data.
     • Edit: Modify existing bot flow and configuration.
     • Analytics: Bot Flow Analytics provides a visual representation of user journeys, displaying how users progress through each conversation step along with the number of users at every stage.
     • Delete: Permanently remove a bot.

Creating the Bot

Follow these steps to create a new bot using the platform:

Navigate to Bot Builder  →  Create Bot.

Basic Bot Setup

1. On the Bot Details screen, fill in the following details and click Next:
   • Bot Name: Enter a descriptive bot name. A default name (e.g., "bot-612008") is auto-populated, but you can rename it.
   • Bot Description: Optional description for internal reference
   • Folder: Select an appropriate folder or leave in "Without Folder"
     
     

2. On the Select Channel screen, you will see a list of available channels. Choose your preferred channel by clicking the corresponding radio button.

• SMS
• Google RCS
• WhatsApp
  
  

3. Under Bot Trigger(s), enter the keywords that will activate your bot. A default keyword (e.g., 'bot-451592') is automatically populated, but you can change it or keep it and add a new keyword of your choice.

    Important Notes:

• Emojis, symbols, and special characters such as commas (,) and hash (#) are not supported.
• You can add multiple triggers by clicking + Add new trigger. Each bot can have up to 5 triggers.
• You can add a new trigger or edit an existing one later in the Bot Settings section.
  
  

4. Once you’ve selected a channel and added triggers, click Start Building Bot to proceed to the bot flow configuration interface. If you need to make changes, click Back to return to the previous step.

Bot Configuration

1. You will see a blank canvas in the bot configuration interface, with available message types shown under the Steps section and variables listed under the Variables section in the left-hand menu.

Message Types

The bot builder supports various message formats based on the channel:

• SMS -  Only text messages are supported.
  
  
   
• RCS -  Supports text, image, video, file, carousel, rich card, and quick reply message types.
  
  
   
• WhatsApp - Supports text, image, video, file, carousel, rich card, quick reply, contact, location, List Message, and WhatsApp templates message types.
  
  

Variables

Variables allow you to capture, store, and reuse data throughout the bot flow. They can be used for:

• Personalization:  Insert dynamic values into messages (e.g., “Hi {{user_first_name}} !”).
• Conditions:  Branch the flow based on variable values (e.g., check if status = expired).
• Operations: Save user responses, capture and share data from a 3rd-party API with users, or send variables to external systems via a 3rd-party API.

Note: Setting up custom bot variables is optional. You only need to configure them if you plan to use them within the bot flow.

System Variables

• Pre-defined variables automatically available in all bots: User’s First Name, User’s Last Name, User’s Full Name, User’s Mobile Number, User’s Email ID
• These are typically sourced from the user’s profile.

Bot Variables

Create custom variables for storing and using data throughout the conversation:

• Add custom variables using the "+ Add" button
  
  
   
• Reference in Messages: Personalize content by inserting variables into text or templates.
  
  
   
• Use in Conditions: Check if a variable matches an expected value to guide the conversation.
  
  
   
• Use in Operations: Save user responses, capture and share data from a 3rd-party API with users, or send variables to external systems via a 3rd-party API.
  • Save user responses
    
    
  • Save 3rd Party API Responses.
    
    
     
  • Reporting: Bot variables used in the bot flow to collect information from users are automatically stored and available in the View Data report.
    
    
  • Important: Bot variables are restricted to the bot in which they are created. They cannot be shared or accessed across multiple bots. For data that needs to persist across bots, use CRM Custom fields instead.

Bot Builder Canvas Navigation Controls 

1. When designing your bot flow, you can use the Canvas Navigation Controls to easily adjust your view and manage the workspace. These controls are located at the bottom-right corner of the canvas.

•   Zoom In: Click to magnify the canvas and view steps in more detail.
•  Zoom Out: Click to reduce the zoom level and see more of the flow at once.
•  Fit to Screen: Automatically adjusts the zoom level to fit the entire bot flow within your screen.
•  Lock/Unlock Canvas:  Locking the canvas prevents movement of steps. Unlock it when you need to rearrange or reposition steps.

These options help you smoothly navigate, focus on specific steps, or get a full overview of your bot journey.

2. Drag and drop the required message types onto the canvas to build your bot flow according to your business requirements.

3. Click on any added message type in the bot flow to open the Node Configurer panel.

• In the Step Name field, enter a descriptive name for your message step. This name is used for easy identification inside the flow canvas and helps you quickly recognize the purpose of the step when reviewing or editing your bot flow. (e.g., Send Welcome Message, Collect Email Address, Confirm Registration)
• Under the Message Template section, configure the content based on the message type you have selected. The available fields and options in the Message Template will change depending on the selected message type.
  • Examples:
    • Text: Enter plain text, add emojis, and insert dynamic variables (such as user details, custom fields, or bot variables) to personalize the message.
    • Image: Upload an image file or provide the URL.
    • Carousel: Add multiple cards with images, titles, descriptions, and action buttons for browsing.
    • Quick Reply: Provide predefined reply options that the user can tap to respond quickly.

Note: You can delete a node by clicking the delete button in the top-right corner, next to the Node Configurer title.

Rules and Logic to connect conversation steps

Rules allow you to create conditional logic within your bot flow so that the conversation can branch based on user input, profile data, or other conditions. This helps make your bot interactive and context-aware.

Adding Rules

1. Click on the message step (e.g., Text message) where you want to define branching logic.
   
   
2. In the Node Configurer panel (right-hand side), expand the Rules section.
   
   
3. Click “Add New Rule”
   
   
4. A pop-up will appear, prompting you to select Target Step, where you will see a list of available steps (e.g., Text message, Image) that you can connect the rule to. Select the desired target step from the list, and once chosen, the rule will connect the current step to the selected target step, allowing the conversation to branch based on the conditions you define.
   
   
   
   Use the Go To option to change to another message step in the flow.
   
   

5. Use Add New Condition to define what must be true for the rule to trigger.
   
   
   
   Available Conditions
   You can create rules containing one or more of the following condition types:
   
   
   
   Always true: Executes the added operations in the rule, even if other conditions are not met.

   Check if name is valid: Checks whether the customer’s entered name is valid.

   Check if name is invalid: Checks whether the customer’s entered name is invalid.

   Check if email is valid: Checks whether the customer’s entered email is valid.

   Check if email is invalid: Checks whether the customer’s entered email is invalid.

   Check if mobile number is valid: Checks whether the customer’s entered mobile number is valid.

   Check user input: Checks the customer’s response for a specified value or text.

   Check if bot variable has expected value: Checks whether the bot contains the specified variable name and value.

   Check if custom field and value match: Checks whether the specified field name and value match for the customer.

   Check if CRM field does not exist for the customer: Checks whether the specified CRM field is missing for the customer.

   Check if the user is interacting with the bot again (repeated user): Checks whether the user is experiencing a repeated bot journey.

6. Use Add New Operation to define what action should happen when the condition is met.
   
   
   
   Available Operations
   
   
   
   Save User Response: Save user input as a bot variable in the conversation flow.

   Add CRM Tag: Add a tag to the customer’s CRM profile.

   Remove CRM Tag: Remove an existing tag from the customer’s CRM profile.

   Add/Update CRM Field: Add or update a CRM custom field for the customer.

   Remove CRM Field: Remove a CRM custom field from the customer profile.

   Typing Indicator: Show a typing delay (between 1-10 seconds) to simulate the bot “thinking”.

   Ping Chat Live Agent: Trigger a live chat agent in the message flow.

   Call 3rd Party API: Call an external API using GET or POST and use the response to share with the customer or send user inputs and other data to an external application.

   End This Bot & Connect to Another Bot: End the current flow and link to another bot.

7. If needed, you can add multiple rules, adjust their priority by dragging them up or down, and edit their names.
   
   
8. Use the Fallback connection type to guide the user to a default target step in case no conditions are met or required.
   • This prevents dead ends and keeps the conversation moving smoothly.
   • The fallback option can also be used directly when no rules or branching logic are needed.
     
     
     
     Use the Go To option to connect the selected step to the default target message step in the flow.
     
     
     
     Note: You can also create rules and fallback flows directly by connecting two nodes. 

   • Steps to Connect Nodes

   • Hover over the node you want to branch from. Drag a line from the connector points to the next node you wish to link.
     
     
      
   • A pop-up will appear asking you to select either Rule or Fallback. Select Rule (or Fallback, if that’s what you need).
     
     
   • The connection between the two nodes will be created, and the rule/fallback will appear in the Node Configurer panel.
   • Click on the dotted line of the Rule or Fallback (Else) to open its settings in the Node Configurer panel, where you can:
     • Add conditions and operations
     • Reorder rules
     • Edit fallback nodes if required
       
       

User Input Settings

Select this option if you want the bot to wait for user input at this step.

End Bot

Add an Ending Point to complete the bot flow, and configure rules on the preceding bot nodes to direct the conversation to this Ending Point.

1. Drag the End Bot node from the Steps menu onto the canvas.
2. Connect your message or action nodes to the Ending Point using rules or fallback paths to ensure the conversation reaches it.
   
   

Validate Bot

Click the Validate Bot button in the top-right corner to ensure your bot flow is correctly configured and free of errors before activating the bot.

Activate Bot

1. Click the Back arrow to return to the Bot Builder page.
   
   
2. Toggle the Active Status option to publish your bot and make it live.
   
   
3. You can enable the bot as the default bot to launch automatically by toggling on the Auto Start option.
   
   
    

Testing the Bot

Once you have validated and activated your bot, you can test it across different channels (WhatsApp, RCS, or SMS) to ensure the flow works as expected.

Check Bot Status

• Go to the Active Status column in your bot list.
• If the bot is active:
  • The channel logo (WhatsApp, RCS, or SMS) under the Channel column will be visible and not greyed out.
• Only active bots can be tested.
  
  

Testing on WhatsApp

Option 1

• Click on the WhatsApp logo, and it will open a URL with the bot trigger word automatically provided. (e.g. - https://api.whatsapp.com/send/?phone=%2B<WABA_Number>&text=summer_sale&type=phone_number&app_absent=0)

• Click Continue to Chat.

• This will open WhatsApp Web with the trigger word pre-filled in the typing window.
  
  
  
  Send the trigger word to initiate the bot.
• Walk through the conversation flow to confirm that everything works as expected.

Option 2: 

1. Alternatively, open WhatsApp on your mobile and send the trigger keyword to the WABA number linked to your Jumper.ai account to initiate the bot.
2. Walk through the conversation flow to confirm everything works.
   
   

Testing on RCS

1. If you have never interacted with your RCS Agent, send a broadcast to yourself or a 1:1 outbound message via Live Chat on your RCS-enabled device.
2. If you have already interacted with the RCS Agent, search for it directly on your device.
3. Send the trigger keyword to initiate the bot.
4. Walk through the conversation flow to confirm everything works as expected.
   
   

Testing on SMS

• Ensure that two-way SMS is supported for the number that is linked to the Jumper.ai account, as the SMS bot will only work where two-way messaging is enabled.
• Open the messaging app on your mobile device.
• Send the trigger keyword to the SMS number linked to your account.
• Walk through the conversation flow to confirm everything works as expected.
  
  

Bot Settings

You can configure your bot’s basic details, such as Bot Name, Bot Description, and Trigger Keywords, from the Settings section.

1. Find the bot in your list and click the Edit icon under Actions.
   
   
2. Confirm the message ( “Are you sure? Please proceed with caution! Editing will disable the bot. Remember to re-enable the bot and auto-start settings (if needed) after completing your edits.”) and click YES.
3. In the Bot Builder, click the Settings icon next to the bot name.
   
   

4. The Bot Settings panel will open on the right side.

   Update fields in the Bot Settings panel: Bot Name, Bot Description, and add or remove Bot Trigger(s)
   Note: Before updating or deleting the Bot Name or Bot Trigger keywords, please ensure that the Bot or its Trigger Keywords are not being used in any broadcasts, bots, or configured anywhere for users to initiate triggers.
   
   

5. Click "Validate Bot" once the updates are complete.
6. Return to the main Bot Builder page and activate the bot using the toggle switch.

Bot Actions

Once the bot is created, it will appear in the list on your Bot Builder page along with the following actions:

• Copy Bot - Creates a duplicate of the existing bot. Useful when you want to reuse a bot’s structure for a new campaign or make changes to a bot without affecting the original version.
• Export Bot:  Allows you to download the bot configuration. Useful when you want to migrate bots across different accounts.
• View Data: Provides insights into the bot’s interactions, collected inputs, and journey completion, with the ability to export the data.
• Edit: Modify existing bot flow and configuration.
• Analytics: Bot Flow Analytics provides a visual representation of user journeys, displaying how users progress through each conversation step along with the number of users at every stage.
• Delete: Permanently remove a bot.

Copy Bot

Creates a duplicate of the selected bot.

1. Locate the bot you want to duplicate.
2. Click on the three-dot menu (⋮) next to the bot.
3. Select Copy Bot.
4. A duplicate bot will be created and appear in the list with the same configuration.
   • You can rename and edit this duplicate for a new campaign.
     
     

Export Bot

Allows you to download the bot configuration for backup or migration to another account..

1. Find the bot you want to export.
2. Click on the three-dot menu (⋮).
3. Select Export Bot.

4. The bot configuration file will be downloaded to your system. 

• Do not edit the bot configuration file.

You can later use the Import Bot option to upload this file into the same or another account.

View Data

Provides insights into your bot’s interactions and collected inputs.

1. Locate the bot you want to analyze.
2. Click on the three-dot menu (⋮).
3. Select View Data.
   
   
4. The data view will open, showing:
   1. User interactions
   2. User basic details
   3. Collected inputs
   4. Journey completion status
      
      
5. Use the Export option (inside data view) to download reports for further analysis. An email will be sent with a download link, which will expire in 24 hours, to download the report.
   

Edit Bot

Allows you to modify an existing bot’s flow, triggers, and configuration.

1. Find the bot you want to edit.
2. Click on the Edit icon under the Actions column.
   
   

3. A confirmation message will appear:

   Are you sure? Please proceed with caution! Editing will disable the bot. Remember to re-enable the bot and auto-start settings (if needed) after completing your edits.

4. Click YES to proceed, or CANCEL to stop.
   
   
5. Make the necessary changes in the bot flow or configuration.
6. Once done, re-enable the bot and update the Auto Start settings if required.

Delete Bot

The Delete Bot option allows you to permanently remove a bot from your account. This action is irreversible, so proceed with caution.

1. Locate the bot you want to delete.
2. Click on the Delete icon under the Actions column.
   
   

3. A confirmation pop-up will appear:

   Are you sure?
   You want to delete the ‘Bot Name’ bot?

4. Click YES to confirm deletion, or CANCEL to stop.
   

5. The bot will be permanently removed from your account.

   Note: Once deleted, the bot and its flow cannot be restored. Make sure you export the bot before deleting it if you want to keep a backup. Ensure the bot is not currently used in any Broadcasts or WhatsApp templates; if it is, remove it from those assignments and assign another bot before deleting. 

   When to use

   When a bot is no longer required.

   To remove outdated bots or test bots.

   To keep your workspace clean and organized.

Analytics

The Bot Flow Analytics view provides a visual representation of user journeys. It helps you track how users move through the conversation flow and shows the number of users at each step.

1. Select the bot you want to analyze.
2. Click on the Analytics icon under the Actions column.
   
   

Understanding the Analytics View

• Visual Journey: Each step in the bot flow is shown as a block connected by arrows.
• User Count: A number on each block indicates how many users went through that step. It also includes cases where the same user passes through the step multiple times, either due to a fallback or specific logic in the flow.
• Delivery Status Based: Counts are shown based on message delivery status:
  • Delivered: The message successfully reached the user.
  • Read: The user opened and viewed the message.

Version Conflict

• When you make changes to a bot flow after the bot has been published, Flow Analytics may show incompatibilities.
• This occurs because the analytics are comparing data across different versions of the flow.
• As a result, some steps may appear inconsistent or incomplete in the analytics view.

Special Cases in Analytics

• Ping a Live Agent: This action does not reach the End Step in the analytics journey.
• Jump to Another Bot → Since the user is redirected, the original bot journey will not show completion at the End Step.
• External Link Redirects:  If a user clicks and moves outside the bot (e.g., a web link), the journey will not register as reaching the End Step.
• Looped Steps:  If the same user passes through the same step multiple times in a loop, the analytics count will increase, but the data may not clearly reflect unique progression.
• Undelivered Messages:  If a message at a step is not delivered or rejected, that step will not count the user. However, if the next step’s message is delivered or read, the user will be counted at that next step.

Note: For accurate analysis, avoid making frequent structural changes to a bot once published, and be mindful of delivery status, loops, and redirections when interpreting user counts.

Import Bot

The Import Bot feature lets you bring in bot configurations that were previously exported. It’s mainly used for migrating bots between accounts, sharing templates, or restoring backups.

1. Click the Import Bot button located in the top-right corner of the Bot Builder Section.
   
2. In the Import bot dialog, enter Folder, Name, and Description.
   
3. Upload .bot file (must be from the platform export and same instance (i.e, US or EU)) and click Next.
   
4. The bot will auto-select a channel (SMS /RCS /WhatsApp) based on the uploaded bot file.
5. Add trigger keywords, review, and click Start Building Bot.
   

6. After successful import:

   The bot opens in the Bot Configuration screen, where you can make changes as needed.

   You can then go back to the main bot dashboard, where it will also appear.

   The bot will initially be in an inactive state. You'll need to manually activate it using the toggle switch.

   Configure any additional settings specific to your use case.
   
   

Folder Management

You can organize and manage your bots by creating and assigning them to folders.

Create a New Folder

1. Click on the New Folder option.
   
2. A pop-up will appear where you can enter the Folder Name and Description.
   
3. After entering the details, click Save.
   
4. Your new folder will now be available in the Folder section as well as in the Folders dropdown.
   
   

Assign a Bot to a Folder

1. Go to the bot you want to assign.
2. Click on the Folder dropdown.
3. Select the desired folder name.
   
   
4. The bot will be added to your selected folder.
   
   
5. To manage bots inside a folder, simply click on the folder name.
   
6. You can hover over the folder name in the Folder section to view its description.
   

Delete a Folder

1. Before deleting a folder, move all bots from it to another folder or to the "Bots without folder" section.
   

2. Click on the Delete button beside the folder name.

   

3. A confirmation pop-up will appear:

    Are you sure?
   You want to delete the ‘Bot Folder Name’  folder?

4. Click YES to confirm deletion, or CANCEL to stop.
   
5. The folder will be permanently removed.
   

Reports API

If you are using the Reports API service, you can identify messages sent via the bot by checking the client_ref field. The value will include the bot ID in the format: conversationalconnect_bot_<bot_id> (e.g., conversationalconnect_bot_5863033275678720).