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Chatbot Marketing & Conversational Automation

聊天机器人营销与对话自动化

Help the user build chatbot flows for sales, support, and marketing — across WhatsApp, Telegram, Facebook Messenger, Instagram, Viber, website live chat, and other messaging platforms.

帮助用户搭建适用于销售、客服、营销场景的聊天机器人流程，支持WhatsApp、Telegram、Facebook Messenger、Instagram、Viber、网站实时聊天等多个消息平台。

Step 1 — Gather context

步骤1 — 收集上下文信息

What channel are you building for?

a) WhatsApp Business
b) Telegram
c) Facebook Messenger
d) Instagram DMs
e) Website live chat widget
f) Viber
g) Multiple channels / omnichannel
h) Not sure yet — help me choose

What's the bot's primary job?

a) Lead qualification — ask questions, score, route to sales
b) FAQ / support — answer common questions automatically
c) Product catalog / e-commerce — browse, recommend, purchase
d) Appointment booking — schedule meetings or demos
e) Welcome / onboarding — greet new subscribers, set expectations
f) Re-engagement — win back inactive contacts
g) Order tracking / transactional — status updates, notifications
h) Full conversational sales funnel

What's your technical comfort level?

a) No-code visual builder only
b) Comfortable with webhooks and basic integrations
c) Developer — want API-level control

你要为哪个渠道搭建机器人？

a) WhatsApp Business
b) Telegram
c) Facebook Messenger
d) Instagram私信
e) 网站实时聊天组件
f) Viber
g) 多渠道/全渠道
h) 暂未确定 — 需要帮助选择

机器人的核心功能是什么？

a) 线索资质判定 — 提问、打分、分配给销售团队
b) FAQ/客服 — 自动回答常见问题
c) 产品目录/电商 — 浏览、推荐、购买商品
d) 预约安排 — 预约会议或演示
e) 欢迎/新用户引导 — 问候新订阅用户、说明服务范围
f) 复访激活 — 唤醒沉默用户
g) 订单追踪/交易通知 — 状态更新、消息提醒
h) 全对话式销售漏斗

你的技术能力水平如何？

a) 仅会使用无代码可视化搭建器
b) 熟悉webhook和基础集成操作
c) 开发者 — 需要API级别的控制权限

Step 2 — Strategy and approach

步骤2 — 策略与实现方案

Choosing the right channel

选择合适的渠道

Channel	Best for	Audience reach	Rich media	Session rules
WhatsApp	High-intent B2C, transactional	2B+ global users	Images, docs, buttons, lists	24-hour window; templates outside window
Telegram	Tech-savvy audiences, communities	800M+ users	Inline keyboards, files, polls	No session limits
Facebook Messenger	Broad B2C, retargeting	1B+ users	Quick replies, carousels, webviews	24-hour window; message tags for exceptions
Instagram DMs	D2C brands, influencer funnels	2B+ users	Quick replies, stories triggers	24-hour window
Website live chat	B2B lead capture, support	Your site visitors	Fully customizable	No limits — your widget
Viber	Eastern Europe, Southeast Asia	260M+ users	Carousels, buttons	No strict window

渠道	适用场景	受众覆盖	富媒体支持	会话规则
WhatsApp	高意向B2C、交易类场景	全球20亿+用户	图片、文档、按钮、列表	24小时会话窗口；窗口外需使用模板消息
Telegram	技术向受众、社区场景	8亿+用户	内嵌键盘、文件、投票	无会话时长限制
Facebook Messenger	泛B2C、重定向营销	10亿+用户	快速回复、轮播图、网页视图	24小时会话窗口；特殊场景可使用消息标签
Instagram私信	D2C品牌、 influencer转化漏斗	20亿+用户	快速回复、动态触发	24小时会话窗口
网站实时聊天	B2B线索收集、客服场景	你的网站访客	完全可自定义	无限制 — 自有组件
Viber	东欧、东南亚市场	2.6亿+用户	轮播图、按钮	无严格会话窗口限制

Chatbot flow design principles

聊天机器人流程设计原则

Start with the happy path — map the ideal conversation first, then add fallbacks
Keep messages short — 1-3 sentences per bubble, max 2 buttons per step on mobile
Use buttons over free text — structured input reduces misunderstanding and drop-off
Always offer a human handoff — "Talk to a person" option at every decision point
Set expectations early — "I'm a bot — I can help with X, Y, Z or connect you to our team"
Respect platform rules — WhatsApp and Messenger enforce 24-hour messaging windows; outside that, you need pre-approved templates
Track key metrics — bot activation rate, completion rate, handoff rate, CSAT

优先设计正向流程 — 先梳理理想的对话路径，再添加异常 fallback 逻辑
消息简洁短小 — 每个消息气泡1-3句话，移动端每步最多2个按钮
优先使用按钮而非自由文本 — 结构化输入可减少理解偏差和用户流失
始终提供转人工选项 — 每个决策节点都要有「联系人工客服」选项
提前明确告知用户机器人身份 — 「我是智能客服，可以帮你处理X、Y、Z问题，也可以帮你转接人工团队」
遵守平台规则 — WhatsApp和Messenger强制要求24小时消息窗口；窗口外发送消息需要使用预先审核通过的模板
追踪核心指标 — 机器人激活率、流程完成率、转人工率、CSAT

Lead qualification bot framework

线索资质判定机器人框架

Greeting → Qualify (role, company size, need) → Score → Route
  ├── Hot lead → Instant handoff to sales rep
  ├── Warm lead → Book a demo link + add to nurture sequence
  └── Cold/unqualified → Helpful content + newsletter opt-in

Qualification questions to ask (pick 2-3):

What brings you here today? (intent)
What's your role? (authority)
How many people on your team? (company size / fit)
When are you looking to get started? (timeline)
What's your biggest challenge with X? (pain point)

问候 → 资质判定（角色、公司规模、需求） → 打分 → 分配
  ├── 高意向线索 → 立即转接销售代表
  ├── 中等意向线索 → 推送演示预约链接 + 加入培育序列
  └── 低意向/不符合要求线索 → 推送有用内容 + 邀请订阅通讯

可选择的资质判定问题（选2-3个即可）：

你今天来这里的需求是什么？（意向）
你的职位是什么？（决策权限）
你的团队有多少人？（公司规模/匹配度）
你打算什么时候启动相关项目？（时间节点）
你在X方面遇到的最大挑战是什么？（痛点）

FAQ bot structure

FAQ机器人结构

Menu of topics — 4-6 top categories as buttons
Sub-menus — 2-3 levels deep max before offering human handoff
Fallback — "I didn't understand that. Here are the topics I can help with: [menu]"
Escalation — after 2 failed attempts, auto-route to human agent

主题菜单 — 用按钮展示4-6个最常见的问题分类
子菜单 — 最多2-3级，超过则提供转人工选项
Fallback逻辑 — 「我没理解你的问题，我可以帮你处理以下主题的问题：[菜单]」
升级规则 — 连续2次识别失败后，自动转接人工客服

Step 3 — Platform-specific guidance

步骤3 — 不同平台专属指南

In SendPulse

SendPulse平台

SendPulse supports chatbots across 7 channels from a single visual flow builder:

Supported channels: Telegram, Facebook Messenger, WhatsApp Business, Instagram, Viber, Live Chat, and VKontakte.

Building a flow:

Go to Chatbots → select your connected channel → Create Flow
Use the visual drag-and-drop builder to add steps:
- Message — text, images, files, buttons
- Condition — branch based on user input, variable values, or tags
- Action — set variables, add/remove tags, subscribe to mailing list, create CRM deal
- Filter — segment by contact properties
- API Request — call external APIs mid-flow
- AI Step — use ChatGPT/AI to generate dynamic responses
- Delay — wait before next step
- Random — A/B test different paths
Set triggers: keywords, subscription, button click, or webhook
Test in the preview pane before publishing

WhatsApp specifics:

Connect via WhatsApp Business API (requires verified Facebook Business Manager)
24-hour messaging window — free-form messages only within 24 hours of last user message
Outside window: use pre-approved template messages (POST
```
/messenger/whatsapp/send_template
```
)
Template categories: marketing, utility, authentication

Live chat handoff:

Add an "Open chat" action step to transfer from bot to human agent
Agents see conversations in SendPulse's Live Chat panel
Bot pauses during human conversation; resumes if agent closes the chat
Set business hours — outside hours, bot collects contact info for follow-up

Automation 360 integration:

Trigger chatbot flows from Automation 360 workflows (e.g., abandoned cart → WhatsApp message)
Use chatbot events as Automation 360 triggers (e.g., bot completed → add to email sequence)

API endpoints for chatbot messaging:

POST /messenger/telegram/send          # Send Telegram message
POST /messenger/facebook/send          # Send Facebook message
POST /messenger/whatsapp/send          # Send WhatsApp message (24hr window)
POST /messenger/whatsapp/send_template # Send WhatsApp template (outside window)
POST /messenger/instagram/send         # Send Instagram message
POST /messenger/viber/send             # Send Viber message
GET  /messenger/{platform}/contacts    # List subscribers per channel

Pricing note: Chatbot features are included in all SendPulse plans. WhatsApp conversations are billed per Meta's conversation-based pricing (marketing, utility, service categories).

For full SendPulse platform setup, use
/sales-sendpulse
.

SendPulse支持通过同一个可视化流程搭建器创建7个渠道的聊天机器人：

支持的渠道： Telegram、Facebook Messenger、WhatsApp Business、Instagram、Viber、实时聊天、VKontakte。

搭建流程：

进入聊天机器人板块 → 选择你已绑定的渠道 → 创建流程
使用可视化拖拽搭建器添加流程节点：
- 消息 — 文本、图片、文件、按钮
- 条件 — 根据用户输入、变量值或标签进行分支跳转
- 动作 — 设置变量、添加/移除标签、订阅邮件列表、创建CRM商机
- 筛选 — 根据联系人属性做用户分层
- API请求 — 流程中调用外部API
- AI步骤 — 使用ChatGPT/AI生成动态回复
- 延迟 — 等待指定时间再执行下一步
- 随机 — 对不同路径做A/B测试
设置触发条件：关键词、订阅事件、按钮点击、webhook
发布前在预览面板测试流程

WhatsApp专属注意事项：

通过WhatsApp Business API绑定（需要已认证的Facebook Business Manager）
24小时消息窗口 — 仅可在用户最后一条消息发送后的24小时内发送自由格式消息
窗口外：需使用预先审核通过的模板消息（POST
```
/messenger/whatsapp/send_template
```
）
模板分类：营销类、实用工具类、身份验证类

实时聊天转人工：

添加**「开启聊天」**动作节点，即可将对话从机器人转接给人工坐席
坐席可在SendPulse的实时聊天面板查看对话
人工会话期间机器人会暂停回复；坐席关闭对话后机器人自动恢复工作
设置营业时间 — 非营业时间机器人会收集联系人信息便于后续跟进

Automation 360集成：

可从Automation 360工作流触发聊天机器人流程（例如：弃购 → 发送WhatsApp消息）
可将聊天机器人事件作为Automation 360的触发条件（例如：机器人流程完成 → 加入邮件序列）

聊天机器人消息API接口：

POST /messenger/telegram/send          # 发送Telegram消息
POST /messenger/facebook/send          # 发送Facebook消息
POST /messenger/whatsapp/send          # 发送WhatsApp消息（24小时窗口内）
POST /messenger/whatsapp/send_template # 发送WhatsApp模板消息（窗口外）
POST /messenger/instagram/send         # 发送Instagram消息
POST /messenger/viber/send             # 发送Viber消息
GET  /messenger/{platform}/contacts    # 获取指定渠道的订阅用户列表

定价说明： 所有SendPulse套餐都包含聊天机器人功能。WhatsApp会话按照Meta的会话计费规则收费（分为营销、实用工具、服务三类）。

如需完整的SendPulse平台搭建指南，请使用
/sales-sendpulse
。

In ManyChat

ManyChat平台

ManyChat is a dedicated chatbot platform focused on Instagram, Facebook Messenger, WhatsApp, Telegram, and SMS:

Flow Builder — visual drag-and-drop with conditions, delays, smart delays, A/B splits
Keywords — trigger flows based on specific words in user messages
Growth Tools — QR codes, comment triggers (Instagram), m.me links, website widgets
Instagram automation — auto-reply to story mentions, comments, and DMs; trigger flows from Reels comments
Shopify integration — abandoned cart recovery, order confirmations, product recommendations via bot
Live chat — pause bot, human takes over, resume bot when done
API: REST API for sending messages, managing subscribers, and triggering flows programmatically

ManyChat是专注于Instagram、Facebook Messenger、WhatsApp、Telegram和SMS的专属聊天机器人平台：

流程搭建器 — 可视化拖拽操作，支持条件判断、延迟、智能延迟、A/B分流
关键词触发 — 根据用户消息中的特定词汇触发流程
增长工具 — 二维码、评论触发（Instagram）、m.me链接、网站组件
Instagram自动化 — 自动回复动态提及、评论、私信；从Reels评论触发流程
Shopify集成 — 弃购挽回、订单确认、通过机器人推送商品推荐
实时聊天 — 暂停机器人回复，人工接管，会话结束后机器人自动恢复工作
API: REST API支持发送消息、管理订阅用户、通过代码触发流程

In Tidio

Tidio平台

Tidio combines live chat with AI chatbot (Lyro):

Lyro AI — trains on your FAQ/help center content, answers questions automatically
Visual chatbot builder — drag-and-drop flows for lead capture, FAQ, product recommendation
Channels: website widget, Facebook Messenger, Instagram, email
Shopify/WooCommerce plugins — product cards, order lookup in chat
Handoff — seamless transfer from Lyro/bot to human agent with full conversation history

Tidio将实时聊天与AI聊天机器人（Lyro）相结合：

Lyro AI — 基于你的FAQ/帮助中心内容训练，自动回答用户问题
可视化聊天机器人搭建器 — 拖拽式搭建线索收集、FAQ、商品推荐流程
支持渠道： 网站组件、Facebook Messenger、Instagram、邮件
Shopify/WooCommerce插件 — 聊天内展示商品卡片、查询订单
转人工功能 — 无缝从Lyro/机器人转接给人工坐席，同步完整对话历史

In Intercom

Intercom平台

Intercom's Fin AI Agent handles support and sales conversations:

Fin AI — resolves support questions using your help center, previous conversations, and custom data
Custom Bots — visual builder for lead qualification, routing, meeting booking
Channels: website messenger, WhatsApp, Facebook, Instagram, SMS, email
Custom Actions — call external APIs from within bot flows
Workflows — automate routing, tagging, assignment based on bot conversation outcomes

Intercom的Fin AI Agent可处理客服和销售会话：

Fin AI — 基于你的帮助中心、历史对话、自定义数据解答客服问题
自定义机器人 — 可视化搭建器用于线索资质判定、分配、会议预约
支持渠道： 网站消息组件、WhatsApp、Facebook、Instagram、SMS、邮件
自定义动作 — 在机器人流程中调用外部API
工作流 — 根据机器人对话结果自动完成分配、打标签、指派等操作

In Drift (Salesloft)

Drift (Salesloft)

Drift (now part of Salesloft) focuses on B2B conversational marketing:

Playbooks — target visitors by page, company, intent; show personalized bot greetings
Fastlane — qualify known leads instantly via form-to-chat conversion
Meeting booking — bot checks rep calendars and books meetings inline
Revenue orchestration — bot data flows into Salesloft cadences and CRM

Drift（现已归属Salesloft）专注于B2B对话式营销场景：

Playbooks — 根据访问页面、公司、用户意向定向推送，展示个性化的机器人问候语
Fastlane — 通过表单转聊天的形式，立即判定已知线索的资质
会议预约 — 机器人自动查询销售代表日历，直接在对话中完成预约
收入协同 — 机器人数据同步到Salesloft cadences和CRM系统

In HubSpot

HubSpot平台

HubSpot's chatbot builder (included in free CRM):

Chatflows — visual builder with if/then branching
Qualification — ask questions, create/update contacts, route to owner
Meeting booking — connect to HubSpot meetings tool
Knowledge base — AI answers from your help articles (Service Hub Pro+)
Channels: website, Facebook Messenger

HubSpot的聊天机器人搭建器（免费CRM已包含）：

Chatflows — 支持if/then分支的可视化搭建器
资质判定 — 提问、创建/更新联系人、分配给对应负责人
会议预约 — 对接HubSpot会议工具
知识库 — AI基于你的帮助文章自动回复（Service Hub专业版及以上）
支持渠道： 网站、Facebook Messenger

Step 4 — Actionable guidance

步骤4 — 可落地的操作指南

Building your first bot (step-by-step)

从零搭建你的第一个机器人（分步指南）

Define the goal — one bot, one job (don't try to do everything in one flow)
Map the conversation — sketch on paper: greeting → questions → outcomes → handoff points
Build the happy path — create the flow for the ideal conversation first
Add fallbacks — what happens when the user says something unexpected?
Set up handoff — configure human takeover with business hours and offline message
Test with real users — recruit 5-10 people to test; watch for confusion points
Iterate — check completion rates; fix the step where most users drop off

明确目标 — 一个机器人只负责一个核心功能（不要试图在一个流程里完成所有需求）
梳理对话路径 — 用纸笔勾勒流程：问候 → 提问 → 结果输出 → 转人工节点
搭建正向流程 — 先完成理想对话场景的流程搭建
添加Fallback逻辑 — 用户输入意料之外的内容时应该如何处理？
配置转人工功能 — 设置人工接管规则，包含营业时间和离线回复消息
真实用户测试 — 招募5-10个用户测试流程，定位容易产生困惑的节点
迭代优化 — 查看流程完成率，优化用户流失最多的节点

Metrics to track

需要追踪的指标

Metric	Target	What it tells you
Activation rate	>60%	% of visitors who engage with bot
Completion rate	>40%	% who finish the flow
Handoff rate	10-30%	Too low = bot may be blocking people; too high = bot isn't useful
Lead qualification rate	>20%	% of conversations producing qualified leads
CSAT / NPS	>4.0 / >50	User satisfaction with bot experience
Response time (human)	<2 min	Speed of handoff when bot escalates

指标	目标值	代表含义
激活率	>60%	与机器人产生交互的访客占比
完成率	>40%	完成完整流程的用户占比
转人工率	10-30%	过低说明机器人可能阻碍用户联系人工；过高说明机器人实用性不足
线索有效率	>20%	产生有效线索的对话占比
CSAT / NPS	>4.0 / >50	用户对机器人体验的满意度
人工响应时间	<2分钟	机器人转接人工后坐席的响应速度

Common mistakes

常见错误

Too many questions — 3-4 qualification questions max before offering value or handoff
No escape hatch — always let users reach a human; hiding the option kills trust
Generic greeting — "Hi! How can I help?" loses to "Hey! Looking for [product category]? I can help you find the right fit in 30 seconds"
Ignoring platform rules — sending promotional WhatsApp messages outside the 24-hour window gets your number banned
Not connecting to CRM — bot conversations should create/update contacts and trigger follow-up sequences

问题太多 — 最多设置3-4个资质判定问题，之后就要提供价值或者转人工选项
没有退出通道 — 始终允许用户联系人工；隐藏该选项会损耗用户信任
问候语太通用 — 「您好，请问有什么可以帮您？」效果远不如「嗨！你是在找[产品分类]吗？我可以在30秒内帮你找到合适的方案」
忽略平台规则 — 在24小时窗口外发送WhatsApp营销消息会导致你的号码被封禁
未对接CRM — 机器人对话应该自动创建/更新联系人信息，并触发后续跟进序列

Gotchas

注意事项

Best-effort from research — review these, especially items about platform-specific rules that may change.

WhatsApp 24-hour window is strict — if you send a non-template message outside the window, it silently fails or gets your account flagged. Always check
```
last_activity
```
timestamp before sending.
Facebook/Instagram 24-hour rule — similar to WhatsApp, Messenger has a 24-hour standard messaging window. Outside it, you need message tags (limited to specific use cases like confirmed event updates or account updates).
Template approval takes time — WhatsApp message templates require Meta review (hours to days). Don't wait until launch day to submit templates.
Bot-to-human handoff state — most platforms pause the bot during human chat but don't always resume correctly. Test the full cycle: bot → human → bot resumes.
Multi-channel subscriber identity — a user on WhatsApp and Telegram is often two separate contacts in the platform. Merging/deduplication requires matching by phone or email.

基于现有研究整理 — 请仔细核对，尤其是平台规则相关内容可能会发生变更。

WhatsApp的24小时窗口规则非常严格 — 如果你在窗口外发送非模板消息，消息会静默发送失败，甚至导致账号被标记。发送前务必检查
```
last_activity
```
时间戳。
Facebook/Instagram的24小时规则 — 与WhatsApp类似，Messenger也有24小时标准消息窗口。窗口外需要使用消息标签（仅限确认事件更新、账号更新等特定场景）。
模板审核需要时间 — WhatsApp消息模板需要Meta审核（耗时数小时到数天不等）。不要等到上线当天才提交模板。
机器人转人工的状态问题 — 大部分平台会在人工会话期间暂停机器人，但有时不会正确恢复。请测试完整流程：机器人 → 人工 → 机器人恢复工作。
多渠道用户身份问题 — 同一个用户在WhatsApp和Telegram上通常会被识别为两个独立的联系人。合并/去重需要通过手机号或邮箱匹配。

Step 5 — Related skills

步骤5 — 相关技能

```
/sales-sendpulse
```
— SendPulse platform help (chatbots across 7 channels, visual flow builder, Automation 360)
```
/sales-live-chat
```
— Live chat widget setup and optimization (non-bot focused)
```
/sales-sms-marketing
```
— SMS campaigns and automation (non-conversational)
```
/sales-cadence
```
— Multi-channel outbound sequences (email, call, social — structured outreach vs. conversational)
```
/sales-email-marketing
```
— Opt-in email marketing (broadcasts, automations, newsletters)
```
/sales-integration
```
— Connect chatbot platforms to CRM, helpdesk, and other tools
```
/sales-audience-growth
```
— Grow your subscriber base (pop-ups, lead magnets, opt-in forms — feed contacts into bot flows)
```
/sales-do
```
— Not sure which skill to use? The router matches any sales objective to the right skill. Install:
```
npx skills add sales-skills/sales --skills sales-do
```

```
/sales-sendpulse
```
— SendPulse平台帮助（7个渠道的聊天机器人、可视化流程搭建器、Automation 360）
```
/sales-live-chat
```
— 实时聊天组件搭建与优化（非机器人方向）
```
/sales-sms-marketing
```
— SMS营销活动与自动化（非对话式）
```
/sales-cadence
```
— 多渠道外发序列（邮件、电话、社交 — 结构化触达而非对话式）
```
/sales-email-marketing
```
— 许可式邮件营销（广播、自动化、通讯）
```
/sales-integration
```
— 将聊天机器人平台对接CRM、客服系统和其他工具
```
/sales-audience-growth
```
— 扩大你的订阅用户基数（弹窗、线索诱饵、订阅表单 — 为机器人流程输送联系人）
```
/sales-do
```
— 不确定该使用哪个技能？路由工具会将任意销售目标匹配到对应的技能。安装命令：
```
npx skills add sales-skills/sales --skills sales-do
```

Examples

示例

Example 1: WhatsApp lead qualification bot

示例1：WhatsApp线索资质判定机器人

User says: "I want to build a WhatsApp bot that qualifies leads for my SaaS product and books demos" Skill does: Recommends WhatsApp Business API setup, designs a 4-step qualification flow (greeting → role question → team size → pain point), explains 24-hour window and template requirements, configures meeting booking via calendar link, sets up hot lead handoff to sales rep Result: Working WhatsApp bot that qualifies inbound leads and books demos for qualified prospects

用户需求： 「我想搭建一个WhatsApp机器人，为我的SaaS产品判定线索资质，并且支持预约演示」 技能输出： 推荐WhatsApp Business API搭建方案，设计4步资质判定流程（问候 → 职位问题 → 团队规模 → 痛点），说明24小时窗口和模板要求，配置日历链接预约功能，设置高意向线索转接销售代表规则 结果： 可用的WhatsApp机器人，可判定入站线索资质，为符合要求的潜在客户预约演示

Example 2: Multi-channel FAQ bot

示例2：多渠道FAQ机器人

User says: "We get the same 20 questions on our website, Facebook, and Instagram. Can I automate this?" Skill does: Recommends a platform with multi-channel support (SendPulse, ManyChat, or Tidio), structures FAQ into 5 categories with sub-menus, configures fallback to human agent after 2 failed attempts, sets up the same flow across website widget + Facebook + Instagram Result: FAQ bot deployed on 3 channels, reducing support ticket volume by handling common questions automatically

用户需求： 「我们在网站、Facebook和Instagram上收到的问题有20个是重复的，我可以自动处理这些问题吗？」 技能输出： 推荐支持多渠道的平台（SendPulse、ManyChat或Tidio），将FAQ整理为5个分类和子菜单，配置连续2次识别失败后转人工的规则，在网站组件+Facebook+Instagram三个渠道部署相同流程 结果： 3个渠道上线FAQ机器人，自动处理常见问题，减少客服工单量

Example 3: E-commerce abandoned cart recovery via Messenger

示例3：通过Messenger实现电商弃购挽回

User says: "I want to send abandoned cart reminders through Facebook Messenger instead of email" Skill does: Explains Messenger 24-hour window and checkbox plugin for opt-in, designs flow: 1hr reminder with product image → 24hr discount offer → fallback to email if no response, configures Shopify/WooCommerce webhook to trigger the flow, adds human handoff for purchase objections Result: Messenger-based cart recovery flow that engages customers in a conversational format with higher open rates than email

用户需求： 「我想通过Facebook Messenger而不是邮件发送弃购提醒」 技能输出： 说明Messenger 24小时窗口规则和订阅复选框插件的使用方法，设计流程：1小时后推送带商品图的提醒 → 24小时后推送折扣优惠 → 无响应则回退到邮件提醒，配置Shopify/WooCommerce webhook触发流程，添加针对购买异议的转人工选项 结果： 上线基于Messenger的弃购挽回流程，以对话形式触达用户，打开率高于邮件

Troubleshooting

故障排查

Bot sends messages but users don't see them

机器人显示消息已发送但用户未收到

Symptom: Messages show as "sent" in the platform but users report not receiving them Cause: Usually a 24-hour window violation (WhatsApp/Messenger) or the user has blocked/muted the bot Solution: Check if the message was sent outside the messaging window — use template messages instead. Verify the user hasn't blocked the bot. For WhatsApp, check your Business Manager quality rating — low quality can throttle delivery.

现象： 平台显示消息已「发送」，但用户反馈没有收到 原因： 通常是违反了24小时窗口规则（WhatsApp/Messenger），或者用户已经屏蔽/静音了机器人 解决方案： 检查消息是否在消息窗口外发送 — 改用模板消息发送。确认用户没有屏蔽机器人。针对WhatsApp，检查你的Business Manager质量评分 — 低质量评分会限制消息发送。

Bot flow gets stuck in a loop

机器人流程陷入循环

Symptom: Users report the bot keeps repeating the same message or cycling through the same steps Cause: A condition in the flow always evaluates to the same branch, or a fallback routes back to the same step Solution: Check condition logic — ensure variables are being set correctly. Add a loop counter (increment a variable each pass) and break out after 2-3 iterations with a human handoff.

现象： 用户反馈机器人一直重复发送相同消息，或者在相同步骤循环 原因： 流程中的某个条件始终判定为同一个分支，或者Fallback逻辑跳转回了同一个步骤 解决方案： 检查条件逻辑 — 确认变量被正确赋值。添加循环计数器（每次循环增加变量值），循环2-3次后中断流程并转接人工。

Human handoff doesn't work during business hours

营业时间内转人工功能不生效

Symptom: Bot transfers to human agent but nobody picks up, or the handoff action doesn't trigger Cause: Business hours misconfigured, no agents online, or the handoff action isn't connected to the live chat queue Solution: Verify business hours timezone settings. Ensure at least one agent is set to "available" in the live chat panel. Test the handoff action in preview mode to confirm it routes to the correct team/inbox.

现象： 机器人转接人工后没有人响应，或者转人工动作没有触发 原因： 营业时间配置错误、没有坐席在线，或者转人工动作没有关联到实时聊天队列 解决方案： 核对营业时间的时区设置。确认至少有一个坐席在实时聊天面板设置为「在线」状态。在预览模式测试转人工动作，确认它会路由到正确的团队/收件箱。