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Dydubox

Dydu provides access through the BMS, to the Dydubox, an interface to make its customers even more autonomous in their chatbot's deployment for their intranet or website.

The design and functionalities offered by the chatbot to the end-user are entirely customizable without using a single line of code. You can quickly try different styles, labels, or chatbot features and adjust them whenever you want.

Dydubox is available through the Integration > Channels menu.

Three choices are available for the creation of a chatbot :

  • create a new chatbot from scratch
  • import the style of another chatbot to your chatbot
  • create a chatbot using dydu's Github repository and then import and publish it through Dydubox (for developers)

Create a chatbot from scratch

Once the Channels menu is open, to start customizing your chatbot you just have to:

  1. Click on the Create an integration button.
  2. Choose the Multiplatform option.
  3. Clic on Create from scratch option.

Throughout the customization of your chatbot, a preview of the final result is available on the right.

Step 1: Customize the view of your chatbot

Theme

From the beginning of the customization of your chatbot interface, you can choose two principal elements of the design of your chatbot: the color and the avatar.

Choose the color

By default, we propose some predefined colors for your chatbot. If none of these proposals suit you, you can pick a color from the color palette or indicate a hexadecimal color code.

For the sake of consistency, the chosen color applies to the following elements:

  • the chatbot's header,
  • action buttons:
    • main actions: the background color corresponds to the chosen color,
    • secondary actions: the button's outline corresponds to the chosen color.
  • the user's question bubble with a slight opacity (transparency),
  • links applied to text content,
  • the background of the text next to the teaser (the teaser corresponds to the chatbot in its "reduced" state).
Customize the avatar

The uploaded avatar will be displayed on three elements :

  • the teaser
  • the header
  • the bot answer bubble (optional)
CSS

For advanced profiles, it is possible to customize the CSS style of the chatbox directly from this section. Through CSS edit, it is possible to review more details of the visual appearance of the chatbot.

Dialog bubble display options

In this section it is possible to enable or disable features of the chatbot dialog display.

Display the avatar of the bot

Allows to display the avatar of the bot in the dialog next to the bot's response bubble.

Display the name of the bot

You can enter a text to be displayed above the bot's response bubbles.

Change the avatar according to the matching

It is possible to customize the avatar according to the matching result. The avatar can thus change according to 4 different states. You can customize the images of each of these different states:

  • by default
  • when the bot understands users request and has a direct match
  • when the bot suggests a reword,
  • when the bot has not understood.
    tip

    For best results, the image should be square

    Manage chatbot actions

Within the header several options for managing the display of the chatbot can be added.

Close the chatbot

This option allows you to make a cross appear in the header of the chatbot. When clicking on this cross, the chatbot closes and does not appear on the web page anymore. To display it again, the user must refresh the page. Before closing, a window specifies these conditions and asks the end user for confirmation. The text in the displayed window can be customized.

Full screen

This option allows the end user to expand the chatbot to full screen.

caution

There is no preview available for this option within the dyduBox.

Below is a screenshot of a chatbot switched to full screen using the expand button.

Character counter for the input field

It is possible to configure the maximum number of characters allowed for user questions. By default, the value is 100. It is also possible to choose whether or not to display the character counter. If displayed, the character counter appears in the input field and will be counted down as the end user types.

Languages

It is possible to deactivate a language as long as the corresponding knowledge is not finalized. This feature is especially used when you add a new language to your bot: although the bot understands this language directly, the content on the knowledge base side is not ready/finalized so you don't want to offer it to end users.

When the chatbot offers several languages, the user has a drop-down list within the chatbot to select the flag corresponding to the language of his choice.

In the opposite case (the chatbot proposes only one language) the list is not displayed anymore. The language of the chatbot can also be managed automatically according to a variable (for example according to the current url)

Additional displays

Display a contact tab

It is possible to choose whether or not to display another tab within the chatbot. This tab is called contact tab. It allows you to highlight the different ways to contact you, whether it is your social networks, emails or telephone. The texts in this tab are customisable. Developers if you need to display less then the three sections for the contact tab, please use the CSS editor.

Display an information banner

You can choose whether or not to display an information banner. This is a text box that is positioned at the top of the chatbox. It is permanently present unless the end user decides to close it. It allows you to focus on important information. The content of the information banner is customizable. In the banner you can choose to add a "more information" button with an external link.

Step 2: Advanced options

In this step you will be able to choose the features you want your chatbot to offer to the end user.

Highlighting knowledges

Add a top knowledge

This feature improves the user experience by presenting the most frequently asked questions at the beginning of the conversation. There are two possibilities:

  • let the bot automatically calculate the top most called knowledge over the last 30 days or
  • manually configure the top knowledge and thus choose the knowledge to be displayed in the top.
Example

During the COVID period on booking sites the main question was about the possibility of a refund. Instead of letting the user type in the question, the sites highlighted the relevant knowledge through the top knowledge feature.

Display on the chatbot side

The display of a top knowledge in the chatbot is managed within the dyduBox. This is an option to be activated. If no manual top knowledge is defined then the 3 most called knowledge over the last 30 days will be displayed.

Manual top knowledge management on the BMS side

It is possible to manually configure the 3 pieces of knowledge to be displayed in the top knowledge. Within the BMS, a Top knowledge page is dedicated to this purpose and allows you to search and select the knowledge to be displayed in the top.

Auto suggestions

This feature facilitates the work of the end user. Indeed, as soon as the end user starts to write his request, the dydu NLP starts and the bot dynamically suggests knowledge according to what is typed. By default, the number of autosuggestions is limited to 3 proposals. Knowledge that cannot be "reformulated" in the database will be excluded from the auto-suggestions.

Example

In the context of an HR bot, a new employee wants to know the conditions relating to lunch and starts typing: "luncheon voucher". Even before he sends his question, the dydu NLP brick starts up and performs an auto-suggestion. The chatbot will immediately suggest the relevant knowledge it has in its database, such as:

  • Am I entitled to luncheon vouchers?
  • how to get my luncheon vouchers?
  • where to get my luncheon vouchers?

Consultation spaces

For your chatbox, it is possible to set up :

  • only one consultation space
  • more than one consultation space and let the user decide which one to select
  • more than one consultation space and select them according to your website criteria. For this one, please refer to the developer documentation

Satisfaction survey

A satisfaction questionnaire can be displayed for each response. In case of dissatisfaction, it is possible to ask other questions to the end-user to better understand his dissatisfaction. The configuration of the user path following a dissatisfaction is configured within the dyduBox. Two options can be independently activated:

  • suggest reasons for dissatisfaction,
  • suggest leaving a comment.

Statistics on dissatisfaction issues are available in the Analytics menu of the BMS.

Reasons for dissatisfaction

If enabled, the reasons for dissatisfaction are displayed when the end-user clicks on the dissatisfaction icon. Three reasons are available:

  • We did not understand your question
  • The proposed solution did not satisfy you
  • Our answer was not clear enough

A fourth proposal can be implemented thanks to the global sentences of the bot.

It is not necessary to select a reason for dissatisfaction to continue the conversation.

Comment

When this option is activated, the end user has the possibility to leave a comment to explain his dissatisfaction through a "free text" field displayed in the chatbot. It is not mandatory to leave a comment to continue the conversation.

If both the reason for dissatisfaction and the comment are activated, the reasons for dissatisfaction are displayed first, followed by the comment field (once the reason for dissatisfaction has been entered).

Label management

The dyduBox also allows you to manage the languages that the chatbot offers to end users. You can thus choose:

  • which languages will be available to users and
  • which language will be proposed by default when the chatbot is displayed to end users.

All the texts (labels) present in the chatbot and not managed from the bot's knowledge base can be customized via a dedicated excel file, to be exported and re-imported into the dyduBox. The texts concern for example:

For each language, a Configure button is available to download/import the excel file of the labels. The text changes made and imported are directly visible in the preview.

Privacy (GDPR)

GDPR Disclaimer

When the user arrives on the chatbox for the first time, a text called GDPR disclaimer is displayed. Its purpose is to inform the end-user about the collection and processing of his/her personal data and to obtain his/her consent. The user must accept the GDPR clauses in order to access the chatbox. To date, the display of this GDPR disclaimer cannot be disabled.

Once accepted by the end user, an operational cookie, valid for 1 year, is deposited on the end user's device. This way, the RGPD disclaimer will not be displayed again when the user visits the site.

The content of the GDPR disclaimer can be customised using the label management section.

Request for recovery/deletion

When the personal data option is activated, the end-users can, directly from the chatbot, make their request for recovery and/or deletion of their personal data (which the chatbot has). Each request made will be directly recorded and sent to the BMS side in the RGPD menu dedicated to this purpose. You can thus consult the requests and process them individually.

End-user journey to make recovery/deletion requests:

Step 3: Publish your chatbot

The publication allows you to obtain the javascript script to be added in the pages where the chatbot must appear. When publishing, all the options chosen and configured for the chatbot are taken into account.

There are two possibilities for publication:

  • publish in staging,
  • publish in production.

Each publication mode (staging and production) provides a dedicated javascript. Thus, the publication in staging allows to test the various choices made within the dyduBox without impacting the production chatbot (which is generally set up on the production websites).

Publication in production allows you to push the choices made directly onto your production chatbot. Each publication (staging / production) can be done independently.

Example

dydu has two environments for its website:

  • a test environment: this is its test website, not accessible to the general public and
  • a production environment: this is the dydu website accessible to the general public.

The test environment integrates the javascript from the staging publication and the production environment integrates the javascript from the production publication.

Thus, when modifications are made to its chatbot (e.g. colour, avatar, available options), dydu first publishes the result in the staging and tests it on its test environment.

Once all the changes have been validated, dydu publishes them in production and makes them directly available to its site visitors.

For each publication, it is possible:

  • download the whole code of the chatbot (thanks to the Download button),
  • to copy the script provided to transmit it or to proceed directly to its integration,
  • access a preview / test page: this is a web page integrating only the chatbot,
  • send the integration code by mail.