How Does Dydu Make Multichannel Chatbot Integration Easier?

If you want your chatbot to be as efficient as possible, you need to integrate it with your users’ most popular platforms. After WordPress, SharePoint, ServiceNow and Teams, you can now easily deploy your chatbots on new channels such as Facebook, Instagram and WhatsApp. The more visible and present a conversational robot is on your communication channels, the more likely your users are to use it as their go-to point of contact.

Simply create one chatbot and integrate it with several channels at the same time. This is known as a multichannel chatbot. 

How to Integrate a Chatbot with a Website

Integrating a chatbot with a website or intranet is quick and easy. Add your Dydu bot’s JavaScript (a single line of HTML code) to your webpages. The script will then load all the files needed for the chatbot to work properly from the website’s host server.

If your website was created on CMS WordPress and SharePoint, you don’t need to modify your website’s code. 43% of websites are created on WordPress, so Dydu has developed a WordPress plugin to install, to deploy your bot in a few clicks. As for SharePoint Online, a CMS used by more than 200,000 organisations worldwide for their intranet and team site, Dydu can provide an extension to be installed in your SharePoint app catalogue.

You can publish your virtual assistant on your entire website, or on one or more specific pages, depending on your chatbot’s scope. Dydu chatbots are responsive: they adapt to the screen size, whether the end user is on a website (mobile, tablet or desktop) or an app.

How to Integrate a Chatbot With Mobile and Desktop Applications

Integration of a Chatbot With a Mobile App

Mobile apps are an excellent way to reach users on their phones. You can integrate a bot with an existing mobile app, just like a website. We enable our clients, such as Total Direct Énergie, Société Générale and SNCF Connect, to do this themselves. Users can open the chatbot by clicking on the avatar at the bottom right-hand of the screen, and then close it once the conversation is over to return to the app content.

Sobot, le chatbot de la Société Générale sur application mobile
Sobot, Société Générale’s mobile app chatbot

Integration of a Chatbot with Software

Our clients can easily add their bot to ServiceNow software. This task automation solution is the market leader in ITSM (IT service management). It is an ideal channel to deploy an IT chatbot on. Simply go to your ServiceNow portal and add the chatbot as a widget. Widgets are reusable components provided by ServiceNow which enable you to add features to your portal.

A lot of our clients and prospects use ServiceNow, but you can also deploy Dydu bots on other desktop apps, as long as they allow you to add JavaScript.

How to Integrate a Chatbot With Instant Messaging

To add a bot on an instant messaging system and still benefit from Dydu’s front-end features, you often need to deploy a specific connector. You therefore have to use the features offered by the instant messengers. You can’t customize the design of a bot on Teams, Messenger, Slack or WhatsApp. You can however configure certain elements such as the bot’s name, avatar or text formatting.

A Chatbot on Microsoft Teams

Microsoft Teams, a collaborative communication app, has 270 million active monthly users. This is the most used solution by our clients! Thanks to our Teams connector, most of our bot solution features are available on Teams: answer formatting, redirecting to other knowledge articles, use of variables, decision trees, etc. This includes 100% of our answer formatting features (bold, colour, bullet points, links, tables, images, side panel, etc.)!

The chatbot is displayed differently than on a website. On Teams, the user searches for the bot’s name and starts a conversation as they would with a colleague. As for the bot, it can manage individual and group conversations. In a group chat, it only responds when a user mention it.

To deploy your bot on Microsoft Teams, go to your Azure portal and Teams app catalogue, and configure your so-called “bot application”. 

A Chatbot on Facebook Messenger

Today, chatbots are widely used on Facebook Messenger. Modules to create bots have been around for a while, but they are rather simplistic and offer limited features. We’ve developed a connector, like for Teams, to ensure that our bots work on Messenger with a maximum of Dydu features. However, we are still dependent on Messenger in terms of content display.

The bot is linked to a Facebook page. Users can access it by clicking on the “message” button on the brand’s page, or directly via Messenger if they’ve had a past conversation.

To create a bot on Facebook Messenger, simply create a bot application connected to your chatbot on the Dydu Bot Management System (BMS) and make this bot app available on your Messenger page.

A Chatbot on Instagram

A lot of people use Instagram to follow brands. According to Instagram’s internal data and an Ipsos survey, 90% of Instagram users follow a company, and 2 in 3 people use the social network to interact with brands. A lot of businesses deploy bots on this platform to automatically answer their followers’ questions and recommend products.

A Chatbot on WhatsApp

According to Hootsuite*, WhatsApp is the third most used social network platform after Facebook and YouTube. Although the app is mainly used to communication with friends and family, WhatsApp can also be used by businesses, to highlight products in a catalogue and improve customer support with live chat agents and/or a bot.

How to Manage a Multichannel Chatbot

Quick and Easy Deployment from our Solution Back-Office

To help our clients create their own bots, Dydu has also developed a module for them to deploy bots on different platforms. This module, called “channels menu” is available in our BMS and allows to integrate a bot in a few clicks with a website, Microsoft Teams and, shortly, other channels managed by Dydu.

Different Views per Channel

You can integrate your chatbot with different channels, but all your knowledge articles and dialogues are managed in the Dydu BMS. This Bot Management System provides an overview of your bot’s performance and dialogues, as well as a different view for each channel. This means that you can see which channel each dialogue has taken place on. Which is very useful if your flow has to take a different direction depending on the channel used (specific response according to the formatting / features available on each channel). 

Statistics will also soon be available for each channel (number of dialogues, interactions, qualification rate, etc.).

So, to make your bot as useful and efficient as possible, integrate it wherever your users are! Do you want to know our best practices to encourage your employees or customers to use your chatbot? Check out our article on how to encourage bot adoption.Hootsuite “Digital 2022” study