Skip to main content

Tutorial: Support Router Bot

Build a bot that categorizes support requests and routes them appropriately.

What We're Building​

A bot that:

  1. Greets users needing help
  2. Asks what kind of help they need
  3. Routes to the right response or human

Step 1: Help Trigger​

  1. Add a Command Trigger for /help
  2. Add a Send Message:
👋 Hi there! How can I help you today?

Please choose a category:
  1. Add a Reply Markup node with buttons:
    • 🔧 Technical Issue
    • 💳 Billing Question
    • 📦 Order Status
    • 🗣️ Talk to Human

Step 2: Capture Selection​

  1. Add an Ask Question node expecting choice
  2. Save to flow.support_category

Step 3: Route by Category​

  1. Add a Switch node
  2. Connect to the answer
  3. Set cases:
    • 🔧 Technical Issue
    • 💳 Billing Question
    • 📦 Order Status
    • 🗣️ Talk to Human

Step 4: Handle Each Category​

Technical Issues​

Message:

🔧 Let's troubleshoot!

Have you tried:
1. Restarting the app?
2. Clearing your cache?
3. Updating to the latest version?

Did that help?
[✅ Yes, thanks!] [❌ Still need help]

Billing Questions​

Message:

💳 For billing questions:

• View your invoices: /invoices
• Update payment method: /payment
• Cancel subscription: /cancel

What would you like to do?

Order Status​

Human Handoff​

Message:

🗣️ I'll connect you with a human.

Please describe your issue and a team member will respond within 2 hours.

(Just type your message below)

Complete Flow​

Enhancements​

Track Support Requests​

Add analytics by incrementing counters:

  1. Add a Counter node for each category
  2. Use shared variables: shared.tech_requests, shared.billing_requests

Smart FAQs​

Before routing, check if you can answer with FAQs:

Satisfaction Survey​

After resolution:

How was your support experience?
[😊 Great] [😐 Okay] [😞 Poor]

Tips​

Quick Resolution

80% of questions are the same. Build comprehensive automated answers first!

Let Users Restart

Always offer a way to go back: "Type /help to start over"

Next Steps​