Channels – Overview of various use cases

A channel allows an existing chatbot to be deployed on a different website domain (with any number of URLs), featuring separate content, a custom chat widget design and additional specific settings.

All channels access the same chatbot knowledge base, i.e. the topics that the AI chatbot understands using artificial intelligence. Rolling out to websites in other markets via an AI chatbot channel is the ideal solution, provided that the expected user enquiries do not differ thematically, or differ only slightly, depending on the market.

Typical use cases:

• An existing chatbot in another language is created using a channel.

• The same topics with customised response content on different websites (e.g. newspaper publishers with different regional websites).

1. Add channels
2. Define use case
3. Switch between channels
4. Response content
5. Testing
6. Website integration
7. Hub accounts

1. Add channels

By default, the chatbot only has one channel set up in German. To support multiple languages or use different delivery channels, additional channels can be added. The following section describes how to create a new channel.

1. Open the channel overview via the menu item Bot Settings → Channel Management.

2. Click on the New Channel button. The New Channel window will then open.

   

3. Fill in the following fields in the dialogue box:
   • Name: Assign a name to the new channel. The name is for internal reference and can be changed later.
   • Language: The selection of available channel languages depends on your licence. A complete overview of supported languages can be found in this article.
   • Type: Refers to the delivery channel for the chatbot conversation. If the moinAI widget is used, select Widget. The alternative delivery method WhatsApp can be enabled via the Customer Success Team.
   • Type: Refers to the delivery channel for the chatbot conversation. If the moinAI widget is used, select Widget. The alternative delivery channel WhatsApp can be enabled via the Customer Success Team.
   • Source channel: Select an existing channel as a template. All content will be copied. If a channel in a different language is selected, the content will be automatically translated into the language of the new channel. Finally, the content and URLs must be localised.
4. Clicking Create creates the new channel, which then appears in the channel overview.

After creating a channel, the use case should be defined. The use case is crucial for the correct classification and processing of incoming chatbot enquiries.

2. Define use case

The use case of the AI chatbot sets the framework. As in a conversation between two people, narrowing down the topic in advance helps to place the queries in the correct context. Defining the purpose of use provides a broader understanding of the incoming queries thanks to this contextual knowledge. A distinction is made between relevant and meaningless queries.

The use case is defined in the menu item Bot Settings → Channel Management → Pencil Icon → Use Case. Click Save to apply the entry.

Important: Ideally, the use case should be specified in English, regardless of the channel language. If you do not know English, an online translation tool can help.

 

Further examples

• Company markets chatbot as a product: This chatbot is used as a customer service representative on the homepage of moinAI, a SaaS tool for automating customer service. The chatbot assists with enquiries about products, costs and areas of application.
• Company is a platform for property listings: This chatbot is used as a customer service representative on the homepage of the moini's properties company. moini's properties is a platform where properties can be listed for sale and searched for. The chatbot helps with enquiries about searching, listing, invoices, contracts, cancellations and revocations.
• Company produces and markets food: This chatbot is used as a customer service representative on the homepage of the moini's cuisine company. moini's cuisine is a platform where food can be searched for, purchased and ordered. The chatbot helps with enquiries about searching, ingredients, invoices, delivery times and cancellations.

3. Switch between channels

Channel filters are displayed in the topic overview, the response editor, statistics, the teaser, forms and the preview.

In the topic overview, the relevant channel can be selected via the Show status for drop-down menu. The status of a topic can be defined on a per-channel basis. It is then possible to filter by channel in the topic overview.

 

4. Response content

All existing content can be transferred to the new channel and, if required, automatically translated. In edit mode, you can select the channel at the top and edit the content. The automatic transfer of response content to another channel, including machine translation, can be repeated for each topic at any time. Instructions can be found in this article.

5. Testing

The content of all channels can be tested in the preview. The channel can be changed on the left-hand side.

6. Website integration

To go live with the new channel, it must be integrated into the relevant website domain using the corresponding code. The respective integration codes can be found in the Hub under the menu item Widget & Teaser → Widget Appearance. The widget design for each channel can also be customised there. More information on integrating the channel into the website can be found in this article.

7. Hub accounts

Accounts can have access to all channels or just specific ones. This article explains how to restrict access to channels for individual users.