Trigger Actions
Contains information about the chat components in trigger actions.
1. Live Chat
It is used to initiate live chat with your available agent.
It will create a live chat request.
You can enter a text message to inform the user that the request has been triggered.
By clicking on "Manage Team," you will be redirected to the Team's Section, where you can assign roles and manage your team.
Use Case: In case you want to connect the user with a live agent, this component is used to initiate a live chat request.
Advanced Settings (Live chat)
The Advance tab allows you to control how bot messages behave after they are sent. These settings help improve response handling, timing, and team collaboration.
Send Notification for the User Reply
What it does: When enabled, your team will receive a notification whenever a user replies to this message.
Use this when:
You want agents to respond quickly to user messages
The message expects an important or time-sensitive reply
Live chat or human handoff is involved
Example use cases:
Sales inquiries
Support questions
Appointment or order confirmations
✅ Recommended for flows that require human attention.
Rephrase Messages
What it does: Automatically rewrites bot messages to sound more natural, conversational, or context-aware while keeping the original meaning.
Use this when:
You want messages to feel less scripted
You are using AI-assisted conversations
You want tone consistency across the chatbot
Important notes:
The core intent of the message remains unchanged
Minor wording variations may occur
Best used for friendly or conversational bots
⚠️ Avoid enabling this for legal, compliance, or fixed-copy messages.
Manage Team
What it does: Allows you to manage which team members can receive notifications or take action when users reply.
You can:
Assign specific agents to handle replies
Control access to conversations
Route replies to the correct team (sales, support, etc.)
Use this when:
Multiple team members manage the chatbot
You want clear ownership of conversations
Live chat is enabled
Add Delay (Seconds)
What it does: Adds a delay before this message is shown to the user.
Why use a delay:
Makes conversations feel more natural
Simulates human typing behavior
Prevents message overload
How it works:
Enter the delay time in seconds
The message will appear only after the delay
Best practices:
1–2 seconds for short replies
3–5 seconds for longer or important messages
Avoid excessive delays that slow down conversations
When to Use Advanced Settings
Use Advance settings when you want to:
Improve response handling
Control message timing
Involve human agents
Enhance conversational quality
You can leave these settings unchanged if your flow is fully automated.
2. If-Else Branch:
Introduces logic-based decision-making in the chatflow.
Branches the chat based on various parameters.
Users can set conditions by clicking "Please choose one" and selecting a decision rule.
Additional If-Else branches can be added using the "Add If/Else Branch" button.
The available "Condition On" options include:
Visitor Response – Based on the response given by the user to the chat message.
Custom Attribute – Evaluates the values of custom attributes created by the user.
Contact Property – Includes standard properties such as name, phone number, email, etc.
Chat Property – Considers chat-based properties such as tags, status, or weekday.
Team Availability – Checks whether a team member is currently available of a particular team.
Business Hour Availability – Determines if the chat occurs within predefined business hours as specified by user.
Conditions can be compared against fixed values using the following operators:
Equals (Exactly matches the given value)
Not Equals (Does not match the given value)
Is Any Of (Matches any value from a predefined list)
Is Not Any Of (Does not match any value from a predefined list)
The value for comparison is entered in the final input box, where users can also incorporate dynamic elements (e.g., user name) or custom attributes by using the "/" symbol.
Additionally, users can define OR conditions using the "Add OR Condition" option. This allows for multiple conditions to be evaluated, ensuring flexibility even if the first condition is false.
Finally, users must select the next message to determine the chatflow's progression after a condition is met.
Use Case: In case you want the conversation to change based on user input or conditions, this component is used.
3. AI Agent (Previous ChatGPT)
It is used to trigger AI in chat flow.
You can enter the first message that will be sent before starting the AI-generated questions.
Select the number of queries to be resolved using AI.
If the query suggestion box is checked, you must provide up to 3 chat suggestions to be used initially.
After that, the AI Agent will provide query suggestions based on the prompt you enter.
You can also train your AI, and the query suggestions and replies will be based on that training.
Integrate your preferred LLM directly from here using the "AI Provider Integration Required" box
Advanced Features (AI Message Settings)
The Advanced tab gives you fine control over how AI messages behave, are tracked, and are delivered to users.
🔔 Send Notification for the User Reply
When enabled, the system sends a notification whenever a user replies to this message. Use case:
Alert support teams instantly
Monitor high-intent or important conversations
✍️ Rephrase Messages
Allows the AI to intelligently rephrase the message before sending it to the user. Benefits:
More natural and human-like responses
Avoids repetitive or robotic wording
📧 Include in Email Transcript
Adds this message and the user’s reply to the email conversation transcript. Use case:
Conversation history tracking
CRM or support record keeping
💡 Use Suggestions History for Default Suggestion
Uses past successful suggestions as the default response option. Benefits:
Smarter AI replies over time
Improved consistency based on real user interactions
⚠️ Enable Disclaimer for AI Responses
Displays a disclaimer with AI-generated replies to set correct user expectations. The default disclaimer shown in the image is:
“AI can make mistakes. Check important info.”
Best for:
Legal compliance
Transparency and trust
⏱️ Add Message Delay
Add a delay (in seconds) before this message is displayed. Benefits:
Creates a more human typing effect
Improves conversational flow and realism
🤖 AI Provider (LLM) Integration Required
This section indicates that an AI provider (such as ChatGPT) must be connected to use AI responses.
What it enables:
Context-aware replies
Natural language understanding
Dynamic, personalized conversations
The “Integrate Now” button allows instant setup.
4. Redirect:
The "Redirect" component allows for the chat to be transferred between the several flows that the user makes:
You can select the chatflow to redirect to through the drop-down menu and selecting the desired chat.
Upon reaching this component, the chat will go to the starting point of the selected chat.
Advanced Features – Redirect
The Redirect action sends users from the current step to another chat flow. The Advanced settings control how flexible and natural that transition feels.
🔙 Allow Back
Allows the visitor to return to the previous step after being redirected.
Why it’s useful:
Lets users recover if they enter the wrong flow
Improves navigation in complex chat journeys
Reduces frustration and drop-offs
⏭️ Allow Visitor to Skip
Lets users skip the redirect and continue with the current flow instead.
Why it’s useful:
Ideal when the redirect is optional
Keeps users in control of their experience
Prevents forced navigation
⏱️ Add Redirect Delay
Adds a delay (in seconds) before the redirect happens.
Why it’s useful:
Gives users time to read the last message
Creates a smooth, human-like transition
Avoids abrupt flow changes
🔁 Seamless Flow Switching
When used with If/Else Branch or User Reply, Redirect can:
Send users to the right flow automatically
Handle FAQs, sales, or support separately
Scale complex journeys without duplication
🎯 Common Use Cases
Redirect users to Live Chat
Move users into a product-specific flow
Route visitors based on intent or responses
Send users to onboarding or checkout flows
5. Payment
The Payment Component allows your chatbot to collect payments from users directly within the chat flow. It provides a smooth and secure way to accept payments for products, services, subscriptions, or donations without redirecting users to external pages.
Use case:
Collect payments via supported payment gateways (Razorpay, Stripe, PayPal, etc.).
Accept both one-time and recurring payments.
Send payment links, invoices, or QR codes directly in chat.
Track payment status (success, failure, or pending).
Customize messages and instructions for a personalized experience.
How to Use
Add the Payment Component
Open your bot flow in BotPenguin.
Drag and drop the Payment component where you want to collect payment.
Select Payment Method: Choose the payment service we are going to use. You have the option to choose between
All Pay
RazorPay
Peach Payments
Telr Pay
Tilo Pay
Make sure to go to the third party integrations and integrate the chosen method in the bot as well! Else, the payment may through unexpected errors.
Select Currency: Select the currency of you choice from the dropdown.
Payment amount: Enter the amount that needs to be paid. If the amount is variable, we recommend you create a custom attribute that takes in the amount form the user, and use that here.
Choosing Flows: Choose the flows to redirect to when the payment is successful and unsuccessful.
And that's it! Once you configured the payment gateway as well in the "Third Party Applications", you can start using the "Payments Component" just like any other component.
Customize User Message
Compose the message that will be sent to the user along with the payment request.
Example: “Hello [User Name], please complete your payment of ₹500 to confirm your order.”
Set Payment Actions
On Payment Success: Define what happens after a successful payment (e.g., send a confirmation, trigger next component).
On Payment Failure: Set fallback actions (e.g., retry, notify admin, or provide alternative instructions).
Test Your Payment Flow
Test your chatbot using sandbox mode or real accounts to ensure payments are processed correctly and confirmations are sent.
Advanced Features – Payment Component
The Advanced settings let you control how this message behaves, how it’s tracked, and how it interacts with other system features.
🔔 Send Notification for the User Reply
When enabled, a notification is triggered whenever the user replies to this message.
Why it’s useful:
Alert admins or agents about user activity
Monitor high-intent messages (pricing, payments, onboarding)
Improve response time
✍️ Rephrase Messages
Allows the system or AI to intelligently rephrase this message before sending it.
Benefits:
Makes messages sound more natural
Reduces repetition across conversations
Improves overall conversational tone
🧾 Map Order Attributes
Maps user input from this message to order or transaction attributes.
Why it’s useful:
Capture payment-related details
Store structured data (location, plan type, preferences)
Enable seamless checkout or order processing
⏱️ Add Message Delay
Adds a delay (in seconds) before this message is displayed to the user.
Why it’s useful:
Creates a human-like typing pause
Improves message readability
Makes conversations feel less robotic
🔗 Works with Other Flow Actions
When combined with Payment, Redirect, If/Else Branch, or Assign Chat, this message can:
Collect data before payments
Route users intelligently
Trigger automated actions
6. Whatsapp Payment
The WhatsApp Payment Component allows your chatbot to collect payments directly from users within WhatsApp. This enables seamless transactions without redirecting users to external websites, improving conversion rates and user experience.
Use Case:
Collect payments via supported payment gateways integrated with WhatsApp.
Send payment links or QR codes directly in chat.
Track payment status in real-time.
Customizable messages and instructions for users.
Supports multiple currencies (depending on your payment gateway setup).
How to Use
Adding a Whatsapp Payments step
In the left panel, open the Trigger Action section.
Drag the “Whatsapp Payments” block into your flow where you want to ask for payment.
Place it after any message that explains the product, price, or offer so users know what they are paying for.
Customizing the payment message
Click the “Whatsapp Payments” block in the middle canvas to open its settings on the right.
In the Message field, type the text you want users to see (for example, “Complete your payment to confirm your order”).
Optionally add an image URL or upload an image (like a product photo or logo) to show with the payment message.
Linking a payment configuration
In the right panel, open the “Select Payment Configuration” dropdown.
Choose the payment configuration you have already set up in BotPenguin (gateway, amount logic, etc.).
This configuration controls how the payment link or button is generated and processed inside WhatsApp.
Routing after payment
Use the “Go to next message” dropdown (bottom-right panel) to pick what message the bot should send after this payment step.
Typical next messages include: order confirmation, failure/retry instructions, or a thank-you message.
Advanced Features – Whatsapp Payment Component
The Advanced settings let you control how this message behaves, how it’s tracked, and how it interacts with other system features.
🔔 Send Notification for the User Reply
When enabled, a notification is triggered whenever the user replies to this message.
Why it’s useful:
Alert admins or agents about user activity
Monitor high-intent messages (pricing, payments, onboarding)
Improve response time
✍️ Rephrase Messages
Allows the system or AI to intelligently rephrase this message before sending it.
Benefits:
Makes messages sound more natural
Reduces repetition across conversations
Improves overall conversational tone
⏱️ Add Message Delay
Adds a delay (in seconds) before this message is displayed to the user.
Why it’s useful:
Creates a human-like typing pause
Improves message readability
Makes conversations feel less robotic
5. Assign Chat
It is used to automatically assign live chat request among team members.
You can either assign the task to a team member by selecting their name.
or
You can assign it by department, select the department, and set the assignment logic to "Round Robin," where each team member will be automatically assigned a live chat request one by one in a round.
You can choose not to assign tasks to offline agents and assign them only during business hours.
Use Case: In case you want to automatically assign live chat requests to team members, this component is used.
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