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Tiledesk Multichannel Chatbot for WhatsApp – part 1

Our goal with Tiledesk “Adaptive multichannel” technology for WhatsApp and other messaging channels is to let you focus on your conversation design, not the technology. You will just say “I want a couple of Quick replies here” – or – “this message is an image”. Using markbot language everything becomes easy. Your message will magically appear on all channels, tailoring your design with the channel specific features and rendering styles.

Messaging channels

It’s the era of messaging channels. There are so many.
WhatsApp, Instagram, Twitter, Facebook Messenger, Line, Telegram etc.
And people pretend that you deal with all of them.

The pain point is that each channel is different from the other. There are no shared standards. One channel supports something that the other does not, and vice versa, no way to agree on something. It’s a matter of goals. Each channel has its own business goals and it claims the maximum flexibility.

Suppose your customer wants to contact you from your Whatsapp channel, and another from your Telegram channel. You designed your chatbot, and you want the same chatbot on top of your conversation flow to welcome your users, no matter the channel, to give them the “first aid” toolkit to survive in this complex digital world.

Your channels talk different languages.

WhatsApp, for example, supports “Quick reply buttons”, but up to three, no more.

Telegram supports Quick replies, with no limitations. Tiledesk Web widget too.

Telegram supports buttons filled out with URLs, WhatsApp does not have a similar feature.

Websites already dealt with these problems years ago, introducing Web Responsive technology.
You write a website and it auto-adapts to the channels, from your browser to your smartwatch. Cool, and it works really fine.

What about chatbots?

Suppose you have to write your chatbot welcome message.

You need three buttons for the most frequently asked questions, the top three – it’s a common use case in conversation design, indeed 🙂

So the user, as soon as the chatbot arrives on the website will probably find his question and probably a good answer for that question!

If you are an “aficionado” of Dialogflow, you already know how to deal with this design. You MUST write a specific reply for each channel that you want to host your conversation.

Adaptive multichannel technology for WhatsApp and other messaging channels

But with Tiledesk multichannel Adaptive Technology for WhatsApp and other messaging channels you have to do zero effort to adapt to the different channels. Tiledesk will understand your goals with a “declarative” design approach. You will simply “declare” you want three Quick replies, Tiledesk will do his best to get the best result for each channel! Let’s take a look 🙂

Open the “start” intent editor, and create your reply. Look at the following figure:

We just replied with:

Welcome to our online store!

Please choose an option 👇
* Latest arrivals
* Can't login
* My cart

Look at the bold text. You just declared – using a list syntax – that you want three buttons with those captions. Just recap: you write a list and each element is rendered as a Button.

Now, when you render the message in Tiledesk Web Widget you’ll get what you expected:

Well, we got a text and three clickable buttons (the quick replies for our FAQs) with just a small text message.

Markdown declarative syntax

Now suppose someone knocks on your chatbot from Whatsapp. With any other technology you should have provided the special reply for Whatsapp. With Tiledesk instead you get exactly what you expected, this:

It was really easy, eh! Did you see how much effort it takes to customize your complex message for Whatsapp? Zero effort 😎 You just designed your reply once. Now it auto-adapts to all the Tiledesk supported channels. This is our multichannel adaptive technology for WhatsApp and all the other messaging channels we support with Tiledesk.

Just to recap:

There is much more you can do with Tiledesk Adaptive Multichannel technology. Just see the Markbot documentation to discover how Tiledesk deals with Images, Buttons with URLs, and also visual Applications embedded in the conversation, something special that only Tiledesk supports on multiple channels!

And don’t forget: for any feedback or issue, feel free to pop in on our Discord channel!

We love to hear success stories, especially how to increase customer satisfaction.

For more info on who we are, what we do, or what is our shtick, visit Tiledesk.com or directly sign up for free (no credit card needed)

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Andrea
Andrea
Tiledesk founder. Coding chatbots as hobby. Working with my team to create the best Conversational Apps Development Platform - aka Tiledesk

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