# E-Scooter Support

## Template overview

A FAQ bot to support your shared mobility customers wherever they are, whenever they need it. This bot checks if something is wrong with your account, helps you if you found a damaged scooter, and answers questions about pricing and renting!

{% hint style="info" %}
Make sure to always [update the NLP](https://docs.chatlayer.ai/understanding-users/natural-language-processing-nlp#updating-the-nlp) after loading a template!
{% endhint %}

## How to customise this template

### Flow: Getting started

Customers are directed to this flow if they would like to know more about how the shared scooters renting works. 

#### Block: Channel router show passes

When a user asks about the fees, this block is triggered. This can be done by clicking on the Fees per ride button or by writing something that will be recognised as the `ask_pricing` intent.

This Condition block checks on what channel the customer is talking to the bot. On web they are directed to the block *WEB Show passes* which shows the passes in a carousel, which is not supported by WhatsApp; on WhatsApp they are directed to the block *WA Show passes* which shows the passes in a WhatsApp list menu instead.

#### Block: Channel router Show video

When a user asks about how to start or end a ride, this block is triggered. This can be done by clicking on the Start/end ride button or by writing something that will be recognised as the `start_ride` intent.

This Condition block again checks on what channel the customer is talking to the bot. On web they are directed to the block *WEB Show video* which shows the video embedded in an iFrame , which is not supported by WhatsApp; on WhatsApp they are directed to the block *WA Show video* which shows a link to the video instead.

{% hint style="info" %}
If you plan on building a multichannel bot, have a look at the [differences between channels](https://docs.chatlayer.ai/channels/multi-channel#channel-comparison) first.
{% endhint %}

In the *WEB Show video* and *WEB Show video* blocks, replace the link to the video by your own.

### Flow: Can't rent a scooter

This flow uses  [this Airtable spreadsheet](https://airtable.com/shrWNu14PYWGOuWMx) to check if it contains a record with the `userPhone` given by the user. 

{% hint style="info" %}
Learn how to use the Chatlayer Airtable Integration [here](https://docs.chatlayer.ai/integrations/app-integrations/airtable).
{% endhint %}

If there is a matching record with the `userPhone`, then the bot checks if the `accountStatus` is set to 'activated'. If not, the bot answers that there is no client account with that number.

{% hint style="info" %}
You can integrate your own API calls through action blocks. Find more about those [here](https://docs.chatlayer.ai/integrations/custom-back-end-integrations).
{% endhint %}

#### Block: Find account

This is the block where the [Airtable](https://airtable.com/shrWNu14PYWGOuWMx) is used to check if `userPhone` is found in the database.

<figure><img src="https://2786867680-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-LLTwFwbOqJj4dDhg8Ju%2Fuploads%2FooH4doLhA0Y9modbjXfA%2FScreenshot%202022-09-02%20at%2018.02.59.png?alt=media&#x26;token=33c0b8e3-84fa-41ed-a94f-e1fe759c7870" alt=""><figcaption><p>A screenshot of the <a href="https://airtable.com/shrWNu14PYWGOuWMx">Airtable</a> that is used with this template.</p></figcaption></figure>

### Flow: Scooter is damaged

In this flow, the user details are asked so that a report can be made about a damaged scooter. The *Send Email* block sends an email with a summary of the report.&#x20;

<figure><img src="https://2786867680-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-LLTwFwbOqJj4dDhg8Ju%2Fuploads%2FrF7YfSxSLbtCu3HkJT3Z%2FScreenshot%202022-09-02%20at%2018.08.19.png?alt=media&#x26;token=85a6931f-3277-4534-a951-30b6d3414d33" alt=""><figcaption><p>The email sent by the <em>Send email</em> action block.</p></figcaption></figure>