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!

Make sure to always update the NLP after loading a template!

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.

If you plan on building a multichannel bot, have a look at the differences between channels first.

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 to check if it contains a record with the userPhone given by the user.

Learn how to use the Chatlayer Airtable Integration here.

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.

You can integrate your own API calls through action blocks. Find more about those here.

Block: Find account

This is the block where the Airtable is used to check if userPhone is found in the database.

A screenshot of the Airtable that is used with this template.

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.

The email sent by the Send email action block.