FAQ

Terminology and definitions

Modules and information
► Module: A module consists of messages that are displayed to the user simultaneously. It can contain up to five messages.
► Message: A message is a bubble dialogue window. You can choose from 8 message formats including text, image, carousel, audio, video, delayed message JSON message, and LINE graphic message.
・References: Add dialogue module, text/image messages
Buttons and quick reply
► Buttons: You can add up to three buttons below a text message which will always appear in the dialogue. You can set the go-to dialogue module, activate URL, share to Facebook, and share to LINE Friend.
► Quick reply: You can set up to 13 quick replies under any message which will disappear after they are pressed one time in the dialogue message. You can set the send location (LINE only) in the go-to dialogue module.
・References: Add buttons, add quick reply
Trigger actions
When a user executes a specific action, it triggers a specific action by the bot. You can set Add Tag, Remove Tag, or Notify Customer Care functions. Example: When the trainer sets trigger actions for adding a tag, the bot will attach a user tag when the user clicks the button.
・References: Trigger actions
User input, AI Rules, auto reply
► User input: When the user receives a specific module message and enters contents that meet the criteria, the bot will respond with a specific module message.
► AI Rules: When the user (after receiving any module) enters a specific keyword, the bot will respond with a specific module message.
► Auto reply: When the content entered by the user does not meet user input and AI Rules settings, the bot will send contents set for auto reply.
✽ The bot’s logic for determining replies after receiving a message from the user is as follows: User Input → AI Rules → Auto Reply.
・References: User input settings, User input applications, AI Rules, Auto Reply
Main Flow and Sub Flows
► Main Flow: The bot interaction process is where the main operations and planning take place. New modules, messages, and kits are shown in the Main Flow where the backstage rehearsals for bot interactions take place.
► Sub Flows Sub flows are folders for storing modules. When the main flow of a bot has more modules, you can add sub flows to contain modules for different activities and flows to make the main flow screen clean and uncluttered.
Growth Tools
Growth Tools are great for increasing fans and traffic and they are also settings for the bot interaction portal. They include: Post Comment Reply, Multiple Auto Reply, short URL open conversation, scan code to start conversation, Messenger ad JSON, and LINE smart links.
・References: Post Comment Reply, short URL open conversation, Scan code to start conversation, LINE smart links

Bot connection channels

How do you connect a bot to a Facebook fan page or LINE Official Account?
When you fill out the basic information for a new Starter bot, you will be asked about the Facebook fan page you wish to connect to. If you skip this step, you can select the Facebook fan page you wish to connect to in the “Settings” menu on the left. (Attention! You must obtain the administrator permissions of the Facebook fan page before you can connect the fan page to the bot on the BotBonnie platform).
If you create a paid version bot, you can connect it to your LINE account by setting the Channel secret, Channel access token and changing the Use webhooks status.
・References: Connect bot to fan page, Connect LINE Official Account
Can’t find the Facebook fan page to be connected?
First, verify whether you are the administrator of the Facebook fan page you wish to connect to. Only individuals with administrator permissions of the Facebook fan page can connect the fan page to a bot.
If you confirm that you are the Facebook fan page administrator but cannot find the Facebook fan page you wish to connect to, please click the “Reset Permissions” button and verify whether you have checked the Facebook fan page permissions in “Select permissions” to grant permissions to BotBonnie.
In addition, please check whether you have allowed BotBonnie cookies (click on the lock icon before the URL, click “xx Cookies in use,” and allow BotBonnie cookies).
If the aforementioned methods fail, please contact our customer service.
・References: Connect to Bot to a fan page

Starter bot

How many Facebook fan pages or LINE Official Accounts can I connect with a Starter bot?
The Starter bot can only be connected to one Facebook fan page and cannot be connected to a LINE Official Account. You can change the Facebook fan page connected to the bot at any time.
・References: Connect to Bot to a fan page
What functions are provided in the Starter bot?
The basic flow editing and keyword settings. You can also use Tags, Broadcasts, and certain Growth Tools. You can also view regular data reports and broadcast effectiveness.
・References: BotBonnie Payment Method
What are the main restrictions for the Starter bot?
The Starter plan allows only 1000 subscribers, up to 5 tags, 2 Growth Tools (including Post Comment Reply, short URL/QR code open conversation), and 1 collaborator. The Starter plan does not include Kits, Rule Kits, segmented broadcasts, or export of the Audience List.
・References: BotBonnie Payment Method
What happens when the subscriber bracket of the Starter bot exceeds 1,000?
When the subscriber bracket of your Starter bot reaches 1,000 users, those that were added later will be unable to interact with your bot.
BotBonnie will issue an email reminder when your subscriber bracket reaches the maximum amount. You can choose to upgrade the Bot or stop the increase of the subscriber bracket.
・References: Frequently asked questions on BotBonnie paid plans
How do I view the current subscriber bracket of the bot?
Go to “Settings” and click “Bot Status” → “Bot Usage” to view the current subscriber bracket of the bot.
You can also go to “Analysis” → “Dashboard” to view the total number of users.
・References: Frequently asked questions on BotBonnie paid plans

Paid version bot

Bot payment calculation

How do chatbots cost?
BotBonnie’s fee standards are based on the “use of an individual chatbot for one month” which is a platform subscription format. We use the “subscriber bracket” as the main basis for payment classification and we offer different versions based on functional requirements (including the Starter, Essential, Professional, and Enterprise).
・References: BotBonnie Payment Method
How do I choose a suitable plan?
You can select the “Essential” or “Professional” plan based on the bot functions you need and the system will select a paid plan for you based on the current subscriber bracket.
・References: Frequently asked questions on BotBonnie paid plans
How do I start a new paid plan?
Go to “Settings” and click “Billing Details.” Click “Change Plan” to select a more suitable plan. If you purchase a plan with higher fees, the system will automatically upgrade your plan, collect the relevant fees, and start a new automatic subscription cycle when you change plans. If you purchase a plan with lower fees, the system will allow you to use the complete period of the current paid plan before downgrading to the plan with lower fees and collecting relevant fees.
・References: Frequently asked questions on BotBonnie paid plans
How do I cancel auto deductions and change to a free version bot?
Go to “Settings” and click “Billing Details.” Click the “Change Plan” button and select the “Starter” page. Check “I agree to cancel current subscription and downgrade to Starter plan” and click “Cancel Subscription.” The system will allow you to use the complete period of the current paid plan before downgrading to the Starter plan.
・References: Frequently asked questions on BotBonnie paid plans
How are the payment and schedule of changed plans calculated?
After selecting “Upgrade now,” the system will immediately activate the functions of the new version and the unused amount from the previous period will be deducted from the credit card payment amount. The calculation is shown in the formula below:
✽ Upgrade payment amount = price of new version – price of old version × (number of unused days/number of days in the current month)
☞ John bought the Essential plan and paid NT$1,999 (before taxex) on August 15. He upgraded the plan to Professional because he needed to use more Kits and paid NT$3,999 (before taxes) on August 31. The credit card payment on August 31 will be NT$3,999 – NT$1,999 × (16 unused days/31 days) and the new plan can be used till September 30. The system will then deduct payment based on the version at the time and the subscriber bracket.
After the user downgrades to the paid version, the system will downgrade bot functions at the next payment to provide the user with complete use of the bot functions from the previous period.
☞ John bought the Essential plan and paid NT$1,999 (before taxex) on August 15. He downgraded to the Starter plan because the event ended on August 31. The system will downgrade the bot to Starter on the next payment date on September 15. The user can continue to use all functions of the paid bot before September 15.
・References: Frequently asked questions on BotBonnie paid plans

Bot is inactive

Bot is completely unresponsive on Messenger
Go to “Bot Status” in “Settings” in the menu on the left and view whether a red light is lit next to “Granted Permissions” and “Page Access Token.” If a red light is lit, please ask the fan page administrator to click the “Fix Now” button on the right to restore the operations of the bot. If no red light is lit, please send a private message to our customer service representative to request assistance.
Bot does not respond to messages on public posts
The failure may be attributed to Facebook’s mechanism for blocking “large numbers of homogeneous public messages in a short period of time.” Facebook will view these messages as spam and thus ban the public reply function for the post.
You can try setting more public reply contents to increase the diversity of bot replies. However, as the mechanism is set by Facebook, we cannot guarantee success.
・References: Growth Tools — Enable Reply Combination

Basic functions

How to export data?
Go to the “Audience” page and screen audience criteria or check the audience you wish to export. Click “Execute actions” on the top right for the drop-down menu and select “Export Data.” Fill out the recipient’s email and you can receive the Audience data csv file sent by BotBonnie in the inbox.
・References: Export Data
How to set FB Post Comment Reply and +1 Private Message?
Go to “Growth Tools” and click “Add Growth Tool.” Select “Post Comment Reply” and specify the post URL. Set the keyword to trigger bot reply for public replies (e.g., +1) and edit the public reply and private message contents of the bot. Complete by clicking “Save.”
・References: Post Comment Reply, Questions on “Post Comment Reply”
How to set broadcast notifications
至Go to the “Broadcasts” page and click “+ Broadcast” to select channel (the Facebook fan page and LINE account), target tags, message type, and broadcast time, and edit the module message.
・References: Broadcasts

Extended operations

How to set handover protocol for customer service?
Use the “Notify Customer Care” trigger actions to set the handover protocol for customer services. When a user requires assistance from a customer service representative, the bot functions are suspended for the user to prevent bot interference when the customer service personnel engage the user. This function also helps screen user messages that require human assistance so that customer service representatives can search for messages and respond to them.
✽ This function is only available for paid users.
・References: Bonnie’s secret super handover protocol tip
How to implement market segmentation?
Set “Tags” to track the number of tagged users and total users and identify users with different traits and preferences. Use Broadcasts to deliver content of interest to tagged users or export user information with specific tags to the Facebook backstage area to create ads for the target audience and implement market segmentation.
・References: LINE Official Account Response Strategy
How do I import the users in the Audience List into the Facebook backstage to create ads for the target audience?
Go to the “Audience” page and screen audience criteria or check the audience you wish to export. Click “Execute actions” on the top right for the drop-down menu and select “Export Data.” Fill out the recipient’s email and you can receive the Audience data csv file sent by BotBonnie.
You can use the csv file of the users to set them as the target audience and create two types of ads: Sponsored ads and Messenger ads for the target audience and bot to start interactions.
・References: Export user data to create Facebook ads for target audience, Facebook sponsored message ads, Facebook Messenger message ads