--- title: "Blog: Planning a chatbot" slug: "mapping-out-your-chatbot" description: "The basic steps needed for a chatbot." tags: ["Flow Builder", "webchat", "chatbot", "Inbound", "digital flow", "planning"] updated: 2025-09-22T16:21:37Z published: 2025-09-22T16:21:37Z canonical: "docs.voiso.com/mapping-out-your-chatbot" --- > ## Documentation Index > Fetch the complete documentation index at: https://docs.voiso.com/llms.txt > Use this file to discover all available pages before exploring further. # Blog: Planning a chatbot **Who should read this article**: Administrators The basic steps needed for a chatbot. This is part 2 of the **Build your own chatbot** use case. ## Introduction Many people do not like interacting with chatbots because they feel a chatbot will not be able to handle their inquiry, or they feel that a chatbot will not give them personalized service. But, with a bit of planning, you can create a great chatbot experience for your contacts. Refer to [Build your own chatbot](/v1/docs/build-your-own-chatbot) to read some suggestions for how to get ready to create your first chatbot. Some of the benefits of chatbots over human agents are: - Consistent customer experience - Rapid, automated data retrieval - Continuous availability - Cost efficiency when handling simple, common, or repetitive tasks - Instant response time and the elimination of wait times - High interaction volume handling - Accuracy If you take your time and carefully plan your chatbot, it can be one of your most productive "agents". ## Planning As a contact center administrator, you already create guidelines, scripts, and procedures for your agents. Begin with your current business processes and break them down into individual steps and decision points. Map these individual steps to one of the nodes of the **Flow Builder** [Digital flow](/v1/docs/digital-flows) canvas: | Icon | Node | Description | | --- | --- | --- | | ![Flow Builder Start Node](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Flow%20Builder%20Start%20Node.png) | [Start](/v1/docs/flow-builder-start) | The first node of every flow. When an interaction reaches the flow according to the business rules, such as day and time, the flow starts here. A flow may have only one Start node. | | ![Flow Builder Digital Message Node](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Flow%20Builder%20Digital%20Message%20Node.png) | [Message](/v1/docs/message) | Send an automated chat, WhatsApp, or Telegram message to the contact. This node leverages [variables](/v1/docs/flow-builder-variable-management) to personalize messages. | | ![Flow Builder HTTP Request Node](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Flow%20Builder%20HTTP%20Request%20Node.png) | [HTTP Request](/v1/docs/http-request) | Seamlessly integrate interaction flows with web services, such as CRMs, help desks, e-commerce software, websites, and other data sources. | | ![Flow%20Builder%20Condition%20Node](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Flow%20Builder%20Condition%20Node.png) | [Conditions](/v1/docs/conditions) | Routes interactions based on defined rules or criteria, enabling logic-driven decisions that determine how a contact’s request is handled. | | ![Flow Builder Route Node](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Flow%20Builder%20Route%20Node.png) | [Route](/v1/docs/flow-builder-route) | Direct the interaction to a Queue or Agent. | | ![Flow Builder End Node](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Flow%20Builder%20End%20Node.png) | [End](/v1/docs/flow-builder-end) | The last node of the flow if an interaction was not routed to any other node. Archives the interaction. A flow may contain multiple End nodes. | ![Flow Builder Chatbot Example](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Flow%20Builder%20Chatbot%20Example.png) ## High-level example Every Digital flow begins with the **[Start](/v1/docs/flow-builder-start)** node. This node represents the entry point for the channels specified in the [flow](/v1/docs/inbound-flows), such as [webchat](/v1/docs/omnichannel-webchat) or [WhatsApp](/v1/docs/omnichannel-whatsapp). ### 1. Greeting and Introduction The next node after the **Start** node will likely be the **Message** node where, the chatbot introduces itself and greets the contact. This greeting should be similar in tone to the greeting used by voice call agents. A Fintech chatbot might be serious and formal, while a travel agency chatbot might be friendly and chatty. ### 2. Purpose of the interaction After greeting the contact, another **Message** node might present a series of options and ask the contact to choose. For example: 1. Check account details 2. Make a payment 3. Report an issue 4. Speak with a representative ### 3. Identity verification Depending on the nature of your organization or the option specified by the contact, it might be important to verify the contact's identity before proceeding. Use the **Message** node to request contact information, store the response in a variable, and then use the **HTTP request** node to send an API request to your web service. The request can be used to verify a password, email address, or account number or to send a One-time Password (OTP) from your web service via email, SMS, WhatsApp, or other service. Tip If your web service does not support sending OTPs, you can use the Voiso APIs to send an [SMS](https://developers.voiso.com/client/#/rest/api-overview/sms/overview) or [WhatsApp message](https://developers.voiso.com/client/#/rest/api-overview/digital-messages/overview). ### 4. Refine the query Based on the information the chatbot gathered in Step 2, gather additional information to understand the contact's needs. The **Message** node can be used to present new options to the contact which can be parsed and tested with the **Conditions** and **HTTP request** nodes. ### 5. Respond with solutions or information Use the **Message** node to reply to the contact with a solution or information retrieved from your web service by the **HTTP request** node. ### 6. Escalation option At each significant step in your chatbot flow, be sure to offer the option to escalate the interaction to a live agent. Use the **Message** node to present the option to escalate, the **Conditions** node to analyze the request, and the **Route** node to redirect the interaction to an agent, [queue](/v1/docs/inbound-queues), or external phone number. ### 7. Wait time information In certain situations, there might be delays, such as waiting for a live agent to be available or if a self-service request requires more than a few seconds to process. Use the **Message** node to provide important information during the conversation. A technology that places inbound voice calls and omnichannel interactions into a virtual waiting line in which contacts waits to be connected with an agent. Queues direct calls to the best available agent to reduce waiting times. Interactions with different priorities can be assigned to different queues. Queues can play music and other messages to callers waiting to connect to agents. Voiso queues also offer contacts a callback option if the wait time on the queue is long. A user who handles inbound and/or outbound interactions with contact. Sometimes referred to as a Customer Service Representative (CSR). The front-line employee who interacts directly with contacts and assists with tasks such as placing orders, resolving billing issues, and answering policy questions. ## Related - [Blog: Build your own chatbot](/build-your-own-chatbot.md) - [Create a simple chatbot](/creating-a-simple-chatbot.md) - [Flows](/inbound-flows.md) - [Flow Builder Overview](/inbound-flow-builder-overview.md) - [Digital flows](/digital-flows.md)