Recruitment Marketing Public

The AI Chatbot Assistant is a vital part of your Talent Acquisition team - helping candidates find answers to their questions, helping them track down the ideal role within your organisation, or perhaps simply helping them to connect with you by joining your talent network.

Whilst the AI Chatbot Assistant is automatically taking care of this, your time is freed up to work on higher value activities, focusing your attention on your candidates and other stakeholders in the Talent Acquisition process, and delivering excellent experiences to those who interact with your employer brand.

This article focuses on the configuration of your AI Chatbot Assistant.

Other related articles:

• Enabling your AI Chatbot Assistant on your careers site
• Enabling AI Responses from your AI Chatbot Assistant 

Understanding chatbot terminology

The following chatbot specific terminology is used frequently during this article, and it is helpful for you to understand these terms:

• Capabilities: These are the activities or tasks that the candidate can complete via the chatbot. Examples of capabilities may be to ask questions, search for jobs, or register for talent networks. Capabilities are sometimes referred to as intents.

• Prompts: These are suggested slots/inputs that the candidate can make to the chatbot to trigger a particular capability. For example, a prompt of search for a job may be used to trigger the activity to search for jobs.

  The screenshot below shows how prompts are presented to the candidate via the chatbot:

  

• Responses: These are the replies that the chatbot sends to the candidate via the chatbot window.
• Slots/Inputs: These are the pieces of information that need to be collected by the chatbot to be able to perform a capability. For example, for a job search, the chatbot may need to fill two slots/inputs - the search keyword and the search location.

Configuring the initial chatbot settings

The first step to set up your chatbot is to complete the initial configuration, which includes giving the chatbot a name and avatar, as well as setting up the welcome message, which is presented to website visitors when they interact with the chatbot for the first time.

1. From the side menu, under Company, click Settings.
2. Under Miscellaneous, click Chatbot.

3. Under the Settings tab, click the pencil icon in the right-hand corner. 

   

   Complete the fields as appropriate:

   1. Avatar: Upload the image that you would like to use as the avatar for the chatbot. The avatar is displayed at the top of the chatbot and is also shown to the left of any messages or replies that the chatbot makes to the candidate. The image will be automatically resized to the correct dimensions.
   2. Name: Enter the name that you would like to use for the chatbot. The name is displayed at the top of the chatbot messages and is also utilized when the replies from the chatbot to the candidate are formatted for screen readers.
   3. Identifier: This value will be populated automatically and should not be changed.
   4. Alias identifier: This value will be populated automatically and should not be changed.
   5. Appearance: (Optional) Assign a dedicated chatbot theme if you want to make styling changes to the chatbot that don't interfere with the appearance of the web pages.
   6. Launcher Appearance:
      1. Show launcher label to new page visitors: Indicate whether you would like to display a more prominent message to new site visitors to help draw their attention to the AI Chatbot Assistant. The launcher message is displayed to users until they interact with the chatbot for the first time.
      2. Launcher label: Specify the short launcher message you would like to display.
      3. Display card above launcher for new visitors: Indicate whether you would like to display a card above the launcher label to provide visitors with more information on the capabilities of the AI Chatbot Assistant.
      4. Card message: Specify the message you would like to display on the launcher card.
   7. Welcome message & prompts:
      1. Enable (only works on web based chatbot): Indicate whether you would like to display a welcome message when the candidate interacts with the chatbot for the first time.
      2. Message: Enter the welcome message that you would like to display to the candidate.
      3. Prompts: Enter up to three welcome prompts that are presented to candidates when they interact with the chatbot for the first time. If the welcome message is enabled, the prompts will be displayed below the welcome message.
   8. Helper Prompts:
      1. Add a quick prompts menu to the chat textbox: Enable to show the option to cancel or show other prompts by clicking the 3 dots on the chatbot.
      2. (Add additional) Prompts: We suggest "cancel" at a minimum, however, consider adding other options as another opportunity to showcase what the chatbot can do.
   9. Privacy:
      1. Require candidate consent: Indicate whether the candidate needs to review and accept your privacy policy before interacting with the chatbot.
      2. Privacy policy: Enter the text that should be shown to the candidate when they are prompted to review and accept. The text can include hyperlinks to other web pages.
   10. Error message: Enter the message that should be presented to the candidate if the chatbot is unable to fulfill their request. This message may be superseded by capability specific failure messages.
4. Click Save.

Available chatbot capabilities

The chatbot supports the following capabilities:

• Hello: This capability is triggered when the candidate greets the AI Chatbot assistant with an input such as "Hi" or "How are you", rather than asking a specific question. You can configure a number of informal responses to be returned to the candidate in this scenario.
• Join Talent Network: Allows candidates to register their interest in joining your talent network. Basic personal information is collected from the candidate, and a candidate record is created within your Recruitment Marketing CRM.
• Free Text Job Search: Allows candidates to search for jobs via a conversational interaction. Depending on the input from the candidate, the search may be keyword or location driven, or a combination of both. Jobs that match the candidate's input criteria are presented within the chatbot window for the candidate to review.
• Apply For Job: Allows candidates to begin an application for jobs that they've found via the Free Text Job Search capability above. Clicking the I'm interested button triggers this capability and allows basic personal information to be collected from the candidate before passing them over to the ATS to complete their application journey. This capability is equivalent to the candidate completing a basic Apply call-to-action on the career website.
• Cancel: Allows the candidate to enter the word "cancel" to immediately end the current capability they are interacting with.
• No capability recognized: This capability is triggered when the candidate's input doesn't match any of the other enabled capabilities. In this scenario, provided that AI Responses are enabled, the chatbot will attempt to utilise the FAQ library and careers site content to respond to the input ability. 

To check which capabilities are available to you as part of your product package, contact your PageUp representative.

Other capabilities which may be present within your system:

• Apply with Short code: This capability is used by the Text Engage module.
• Search job with postcode (deprecated): This capability has been superseded by the Free Text Job Search capability and should not be enabled if the Free Text Job Search capability is enabled.

Managing chatbot capabilities

A number of capabilities may have been automatically created when your company was first created during the implementation of Recruitment Marketing.

To view any existing capabilities:

1. From the side menu, under Company, click Settings.
2. Under Miscellaneous, click Chatbot.
3. Click on the Capabilities tab.

To update an existing capability:

1. Click the Edit (pencil) icon under the Actions column.
2. Update the fields:
   1. Name: Update the name used for this capability.
   2. Enabled: Toggle the checkbox to enable or disable this capability within the chatbot.
3. Click Save.

To update the configuration of a specific capability, refer to the detailed instructions below for that particular capability.

To add a new capability:

1. Click New in the top right of the Capabilities tab.
2. Complete the fields:
   1. Name: Enter a friendly name for this capability.
   2. Capability: Select the appropriate option from the drop-down list, ensuring that you are not creating a duplicate capability.
3. Click Save.

Configuring slots (inputs)

Capabilities are preconfigured with identifiers. Some capabilities require the candidate to provide specific information, known as Slots or inputs, which the chatbot needs to complete the activity.

When a capability requires slots/inputs to be configured, the following needs to be completed:

1. On the Capabilities grid, click the link under the Slots column.
   
2. Under the Actions column, click the Edit (pencil) icon against the relevant Identifier.
   
3. Complete the fields:
   1. Name: Enter a descriptive name for this slot (input).
   2. Prompt: Enter the message that the chatbot should present to the candidate to elicit this piece of information.
   3. Show this slot in workflow: Indicate whether you would like to utilise this slot (input) as a logic criteria within a workflow.
   4. Enabled: Depending on the slot (input) identifier (e.g., phone number), this checkbox will display. Indicate whether the candidate should be prompted to complete this.
4. Click Save.

Multiple choice slots (inputs)

If the selected identifier is multiple_choice, then some additional options will be available on the Edit Slot (input) page:

• The chatbot should validate submissions to this slot: Toggle the checkbox to indicate whether the chatbot should only accept valid inputs.
• Failed Validation Prompt: Enter the message to display to the candidate if they enter an invalid input.
• Valid responses: Enter a comma-separated list of the valid responses for this input.

Ordering capability slots (inputs)

Where a capability requires one or more slots (inputs), the chatbot will prompt the candidate for these slots (inputs) in the order that they have been configured within the settings.

To change the order of the slots (inputs), use the double-headed (up/down) arrow under the Actions column to move the slots (inputs) to the desired position.

If utilizing the First Name merge field, ensure that the slots (inputs) that collect this information are presented to the candidate before any slots (inputs) that use the merge field within its prompt.

Configuring chatbot responses

Responses are the messages that the chatbot uses to respond to the candidate at the completion of a particular capability.

Generally speaking, most capabilities will have two responses:

• Success: This is the message that the chatbot will return to the candidate following the successful completion of this capability.
• Failure: This is the message that the chatbot will return to the candidate if the system is unable to complete the capability due to an unexpected issue.

On occasion, the capability may have other specific responses, and where relevant, these will be discussed in the relevant capabilities below.

The responses can be customised to fit your organizational tone of voice and to utilise any specific wording you may prefer to use.

To view the existing responses:

1. On the Capabilities grid, click the link under the Responses column.

2. Click the Edit (pen) icon under the Actions column.

   

3. Enter the message that you would like the chatbot to use in this scenario.

4. Additionally, you can supply up to 3 prompts, which will be displayed under the responses.

   

5. Click Save.

Configuring chatbot capabilities

Whilst many of the attributes of the available capabilities are similar, there are some nuances in the configuration of each, so you should refer to the specific section below for the capability you are looking to configure.

Hello

This capability allows the chatbot to respond to the candidate informally if the candidate greets the chatbot with an input such as "Hi", "Hello", or "How are you?", rather than posing a specific question.

To configure this capability:

1. If the capability has not already been created, follow the instructions above to add a Hello capability.
2. Add the required responses for this capability. This particular capability requires the following responses:
   1. Success: Multiple success messages can be added, and will be shown at random to the candidate.
   2. Failure.
      
3. Once the configuration of the above is completed, ensure that the capability has been enabled.

Join Talent Network

This capability allows candidates to register their interest in joining your talent network. Basic personal information is collected from the candidate, and a candidate record is created within your Recruitment Marketing CRM.

To configure this capability:

1. If the capability has not already been created, follow the instructions above to add a JoinTalentNetwork capability.
2. Add appropriate slots (inputs) for this capability, following the instructions above.
   This particular capability supports the following slots (inputs):
   1. First name (mandatory)
   2. Last name (mandatory)
   3. Email (mandatory)
   4. Phone number (optional)
   5. Multiple choice (optional): Up to 3 multiple choice inputs (slots) are supported.
   6. Verification code.
3. Add the required responses for this capability. This particular capability requires the following responses:
   1. Success
   2. Failure.
4. Once the configuration of the above is completed, ensure that the capability has been enabled.

Once enabled, candidates will be able to trigger this capability with inputs such as:

Register for talent network
Join talent network
Sign up for talent network

Free Text Job Search

This capability allows candidates to search for jobs via a conversational interaction. Depending on the input from the candidate, the search may be keyword or location driven, or a combination of both. Jobs that match the candidate's input criteria are presented within the chatbot window for the candidate to review.

1. If the capability has not already been created, follow the instructions above to add a FreeTextJobSearch capability.
2. The following configuration options are available when creating or editing this capability:
   1. Select a region to help find the right location: Select a country from the list to bias the results that the location geocoder returns when queried with a location name.
   2. Preferred Countries in the event of multiple matches: Enter a comma-separated list of the 2-letter country codes (e.g., Australia = AU,  United Kingdom = GB, United States = US) that the chatbot should prefer when a location name is ambiguous. For example, if the candidate entered the name "South Windsor", which is a suburb in Brisbane, Australia, and a town in Connecticut, USA, then the chatbot will use the value of this setting to determine which one to prefer.
3. The required slots (inputs) for this capability vary depending on how the candidate initially asks the question that triggers this capability. This particular capability supports the following slots (inputs):
   1. Job search query: This slot (input) is the keyword(s) that indicate the type of job that the candidate is searching for.
   2. Job search location: This slot (input) is the location (city, state, country) that the candidate is searching for a job within.
4. Add the required responses for this capability. This particular capability requires the following responses:
   1. Success: This message appears above the job search results carousel when the search returns one or more jobs. 
      You can configure multiple versions of this success message, and the success message supports the following optional merge fields:
      1. %{query}: This is the search criteria entered by the candidate

      2. %{location}: This is the location entered by the candidate

         For example, the success message may be configured as follows: 

         Here are some '%{query}' jobs in '%{location}' that you might be interested in

         This example would appear in the chatbot as:

         Here are some 'sales' jobs in 'Richmond' that you might be interested in

         Multiple success messages can be configured, and the system will select a response that matches the available search criteria (e.g., just a search query or a search query and a location).

         At present, not all job search queries will include a location, so please ensure at least one success message includes just the query merge field, or no merge fields.

   2. No jobs found: This message is returned to the candidate if their job search criteria didn't result in any matching jobs being found.
   3. Failure.
5. Once the configuration of the above is completed, ensure that the capability has been enabled.

Once enabled, candidates will be able to trigger this capability with inputs such as:

Search for a job
Find a job
Find {description} jobs
Search for {description} jobs
Find jobs in {location}
Search for jobs in {location}
Find {description} jobs in {location}
Search {description} jobs in {location}
What jobs are available near {location}
I'm interested in {description} jobs
Can you find me a {description} job

Apply for Job

This capability enables candidates to begin an application for jobs that they've found via the Free Text Job Search capability above. Clicking the I'm interested button triggers this capability and allows basic personal information to be collected from the candidate before passing them over to the ATS to complete their application journey. This capability is equivalent to the candidate completing a basic Apply call-to-action on the career website.

1. If the capability has not already been created, follow the instructions above to add a ApplyForJob capability.
2. When creating the capability, you will also need to complete this field:
   1. Will the candidate make a direct application from the chatbot?: Indicate whether you would like the candidate's initial application to be created directly within the integrated ATS rather than having the candidate redirected to the ATS apply process at the conclusion of this capability. Only applicable to ATS integrations that support this functionality, which currently includes PageUp and Workday.
3. The slots (inputs) for this capability are automatically captured. No specific configuration is required.

   1. The slots available include the ability to ask three screening questions. These are yes/no questions to help pre-qualify candidates before they proceed to the application link. This means you can quickly ascertain essential qualifications or preferences, ensuring that only the most relevant candidates move forward. 

      Examples of these types of questions include:
      - "Are you open to working in person?"
      - "Are you willing to travel for this position?"
      - "Do you possess a valid driver's license?"
      - "Are you willing to work overtime if needed?"

      Beyond just screening, you can also use these yes/no questions to gather more information about a candidate without necessarily excluding them. These questions are seamlessly integrated with your existing workflows, allowing for continued, relevant conversations.

4. Add the required responses for this capability. This particular capability requires the following responses:
   1. Success
   2. Failure
5. Once the configuration of the above is completed, ensure that the capability has been enabled.

Once the candidate has completed the Apply For Job intent, the following will occur:

• If the candidate wasn't previously a known candidate, they will become a known candidate in the Recruitment Marketing CRM.
• An incomplete application for this job will be recorded against their candidate profile
• The candidate will either be redirected to the application form within the ATS system, or if enabled in the settings, a direct application record will be created in the ATS.

As this capability is triggered by the candidate clicking the I'm interested button, there are no specific inputs that trigger this capability directly.

Cancel

This capability allows the candidate to enter the word cancel to immediately end the current capability they are interacting with.

1. If the capability has not already been created, follow the instructions above to add a Cancel capability.
2. There are no slots (inputs) required for this capability.
3. Add the required responses for this capability. This particular capability requires the following responses:
   1. Success: It is recommended that you provide examples in this response of other actions that the candidate could undertake with the chatbot, and include some prompts.
   2. Failure
4. Once the configuration of the above is completed, ensure that the capability has been enabled.

Once enabled, candidates will be able to trigger this capability with inputs such as:

Cancel

No capability recognised

This capability is triggered when the candidate's input doesn't match any of the other enabled capabilities. In this scenario, provided that AI Responses are enabled, the chatbot will attempt to utilize the FAQ library to respond to the input ability. 

1. If the capability has not already been created, follow the instructions above to add a FallbackIntent capability.
2. There are no specific inputs (slots) required for this capability.
3. Add the required responses for this capability. This particular capability requires the following responses:
   1. Success: This message will only be returned to the candidate if the chatbot was not able to provide a response via the AI Responses functionality.
   2. Failure.
4. Once the configuration of the above is completed, ensure that the capability has been enabled.

As this capability occurs when no other capability is triggered by the candidate's input, there isn't a specific phrase or input that triggers this capability.

For information on enabling AI Responses from the chatbot, refer to Enabling AI Responses from your AI Chatbot Assistant.