CINXE.COM
Smartsupp — Chatbot
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</div> </a> </li> <li class="c-category-list__item"> <a href="/cs_CS/ai" class="c-category-list__link "> <div class="c-category-list__link-icon" style="background-image: url('https://static.helpjuice.com/helpjuice_production/uploads/category/image/13961/603097/ai.png');"></div> <div class="c-category-list__link-name"> AI </div> </a> </li> </ul> </div> <div class="o-grid__col o-grid__col--lg-9"> <article class="o-answer" data-controller="feedbacks" data-feedbacks-load-form-value="/admin/feedbacks/comments/new?question_id=1845647"> <h1 class="o-answer__heading"> Chatbot </h1> <div class="helpjuice-table-of-contents-container"> <p> Obsah článku </p> <div class="helpjuice-toc-items"> <a href="#jak-je-rozdl-mezi-chatbotem-a-automatickou-zprvou-0" data-tag-name="H2"> Jaký je rozdíl mezi chatbotem a automatickou zprávou? </a> <a href="#jak-chatbot-funguje-2" data-tag-name="H2"> Jak chatbot funguje? </a> <a href="#jak-vytvoit-chatbota-3" data-tag-name="H2"> Jak vytvořit chatbota? </a> <a href="#jak-upravit-chatbota-4" data-tag-name="H2"> Jak upravit chatbota? </a> <a href="#jak-zmnit-poad-zprv-5" data-tag-name="H2"> Jak změnit pořadí zpráv? </a> <a href="#jak-aktivovat-chatbota-6" data-tag-name="H2"> Jak aktivovat chatbota? </a> <a href="#pednastaven-otzky-v-faq-chatbotu-7" data-tag-name="H2"> Přednastavené otázky v FAQ chatbotu </a> </div> </div> <div class="o-answer__content fr-view" data-action="mouseup->feedbacks#update"> <div class="helpjuice-article-body-content helpjuice-editor-content"><div class="helpjuice-callout info"> <div class="helpjuice-callout-body"><p>Tato funkce je dostupná pouze v balíčcích <strong>STANDARD</strong> a <strong>PRO.</strong></p></div> <div class="helpjuice-callout-delete"> </div> </div><p><a href="https://www.smartsupp.com/cs/chatbot">Chatbot</a> je váš virtuální asistent, který ve správný okamžik osloví vaše zákazníky, poskytuje jim odpovědi a pomáhá jim při rozhodování o nákupu.</p><p>Tedy namísto toho, abyste na dotazy na <a href="https://www.smartsupp.com/cs/live-chat/">live chatu</a> odpovídali manuálně, návštěvník jen klikne na otázku a chatbot mu poskytne potřebnou odpověď. Díky této funkci ušetříte spoustu času, vaši zákazníci budou rychle obslouženi a vám se uvolní ruce pro další naléhavé úkoly.</p><p><iframe src="https://www.youtube.com/embed/Tf43vwRr0es" width="560" height="315" title="YouTube video player" frameborder="0" allowfullscreen="allowfullscreen"></iframe></p><h2 id="jak-je-rozdl-mezi-chatbotem-a-automatickou-zprvou-0" data-toc="true">Jaký je rozdíl mezi chatbotem a automatickou zprávou?</h2><ul><li> <ul> <li> <strong>Automatická zpráva</strong> je jedna zpráva, která se automaticky odešle návštěvníkům vašich webových stránek při splnění určitých podmínek.</li> <li> <strong>Chatbot</strong> se také automaticky spouští při splnění určitých podmínek, ale na rozdíl od automatických zpráv se skládá z více než jedné zprávy. Obvykle má několik různých větví, které umožňují, aby se konverzace během svého toku ubírala různými cestami.</li> </ul> </li></ul><h2 id="-1" data-toc="true"> </h2><h2 id="jak-chatbot-funguje-2" data-toc="true">Jak chatbot funguje?</h2><p>Jakmile návštěvník přijde na váš web, spustí se chatbot, který odešle uvítací zprávu a ta se zobrazí nad ikonou chat boxu.</p><p><a href="https://res.cloudinary.com/smartsupp/image/upload/help/migrated/l4CywR5V5hnbq6KDEDbOeUyhYxx0qDCC.gif"><img src="https://res.cloudinary.com/smartsupp/image/upload/f_auto,q_auto/help/migrated/l4CywR5V5hnbq6KDEDbOeUyhYxx0qDCC.gif" alt="" loading="lazy"></a></p><p>Po otevření chatovacího okna se návštěvníkům zobrazí seznam často kladených otázek, který jste předem připravili. Pokud si vyberou jednu z nich, bot automaticky odešle odpověď, takže na tyto dotazy nebudete muset odpovídat manuálně. Návštěvníci mohou pokračovat s navazujícími otázkami, nebo se mohou vrátit zpět k seznamu otázek a zvolit jinou.</p><p><a href="https://res.cloudinary.com/smartsupp/image/upload/help/migrated/ET1BELVSAMmeGVWxT2RSu82sAuUyM28z.jpg"><img src="https://res.cloudinary.com/smartsupp/image/upload/f_auto,q_auto/help/migrated/ET1BELVSAMmeGVWxT2RSu82sAuUyM28z.jpg" alt="" loading="lazy"></a></p><p>V případě, že se návštěvník i přesto rozhodne poslat zprávu se svým dotazem, v Dashboard uvidíte všechny otázky a odpovědi chatbota, kterými prošel.</p><p>Chatbot se spustí všem návštěvníkům, kteří přijdou na vaše webové stránky. Spouští se na relaci, což znamená, že se zobrazí pokaždé, když zákazník přijde na váš web. Pokud návštěvník smaže cookies ve svém prohlížeči, chatbot se spustí také. Pomocí našich podmínek můžete chatbota spustit také na konkrétní stránce vašeho webu, v určitém okamžiku nebo konkrétnímu publiku. Pokud se chcete dozvědět více, podívejte se na náš návod na podmínky chatbotů.</p><h2 id="jak-vytvoit-chatbota-3" data-toc="true">Jak vytvořit chatbota?</h2><p><iframe src="https://www.youtube.com/embed/Ly_8Xtd44sU" width="560" height="315" title="YouTube video player" frameborder="0" allowfullscreen="allowfullscreen"></iframe></p><div class="helpjuice-callout warning"> <div class="helpjuice-callout-body"><p><strong>Varování</strong>: Pokud jste dříve používali <a href="https://help.smartsupp.com/cs_CS/chatbot-automatic-messages/#uvitani-zakaznika">uvítací automatickou zprávu</a>, doporučujeme ji deaktivovat a použít její obsah v úvodní zprávě chatbota.</p></div> <div class="helpjuice-callout-delete"> </div> </div><p>Níže vám ukážeme, jak můžete na své webové stránky přidat chatbota. Nejprve stačí kliknout na <strong>ikonu robota (1)</strong> v dashboard a následně vybrat záložku <a href="https://app.smartsupp.com/app/dashboard/automations/chatbots"><strong>Chatboti (2).</strong></a></p><p><a href="https://res.cloudinary.com/smartsupp/image/upload/help/migrated/zLEn74XvcQxIOlHWb9DQPaYfJBwqOKuZ.jpg"><img src="https://res.cloudinary.com/smartsupp/image/upload/w_1400,f_auto,q_auto/help/migrated/zLEn74XvcQxIOlHWb9DQPaYfJBwqOKuZ.jpg" alt="" loading="lazy"></a>Přidat nového chatbota můžete kliknutím na <strong>Přidat (1), </strong>nebo můžete také kliknout na modré tlačítko <strong>+ Přidat (1)</strong> v pravém rohu stránky. <a href="https://res.cloudinary.com/smartsupp/image/upload/help/migrated/fnyIpzoNqKhPkN5heCuylWnFPD6UuN9Q.jpg"><img src="https://res.cloudinary.com/smartsupp/image/upload/w_1400,f_auto,q_auto/help/migrated/fnyIpzoNqKhPkN5heCuylWnFPD6UuN9Q.jpg" alt="" loading="lazy"></a>Na panelu automatizace si budete moci vybrat, zda chcete <strong>vytvořit nového chatbota od začátku</strong>, nebo zda chcete raději <strong>použít naše předdefinované šablony</strong>. <a href="https://res.cloudinary.com/smartsupp/image/upload/help/migrated/rZ68PIpUrPlIumgSOcE1Fax2nVP56ZrN.jpg"><img src="https://res.cloudinary.com/smartsupp/image/upload/w_1400,f_auto,q_auto/help/migrated/rZ68PIpUrPlIumgSOcE1Fax2nVP56ZrN.jpg" alt="" loading="lazy"></a></p><h2 id="jak-upravit-chatbota-4" data-toc="true">Jak upravit chatbota?</h2><p>Jakmile deaktivujete <a href="https://help.smartsupp.com/cs_CS/chatbot-automatic-messages/#uvitani-zakaznika">uvítací automatickou zprávu</a>, kterou jsme již zmínili výše, můžete její text zkopírovat do uvítací zprávy chatbota, nebo místo této zprávy přidat krátký popis svého webu.</p><p><a href="https://res.cloudinary.com/smartsupp/image/upload/help/migrated/CCK1yeO8UhcaRFNjY9mgTeAu5WbTAFHp.jpg"><img src="https://res.cloudinary.com/smartsupp/image/upload/f_auto,q_auto/help/migrated/CCK1yeO8UhcaRFNjY9mgTeAu5WbTAFHp.jpg" alt="" loading="lazy"></a></p><p>Následně se můžete rozhodnout, zda použijete námi přednastavené otázky a odpovědi, nebo si vytvoříte vlastní. Pokud zvolíte druhou možnost, jednoduše klikněte na zprávu, čímž otevřete kartu s názvem a textem zprávy.</p><p>Zde můžete zadat vlastní text, změnit název nebo přidat nová tlačítka a vytvořit si tak vlastního chatbota.</p><p><a href="https://res.cloudinary.com/smartsupp/image/upload/help/migrated/rQtcKjbMKtAikOyrJq4aWg5T6BFxeZOw.gif"><img src="https://res.cloudinary.com/smartsupp/image/upload/f_auto,q_auto/help/migrated/rQtcKjbMKtAikOyrJq4aWg5T6BFxeZOw.gif" alt="" loading="lazy"></a></p><p><strong>Každou zprávu je možné rozvětvit do další 5 nových větví.</strong> Jinými slovy, každé zprávě můžete přidat 5 odpovědí v podobě nových tlačítek a tento proces můžete následně opakovat až 10 krát. Jednoduše řečeno, každá větev může mít až do 10 úrovní zpráv.</p><p><a href="https://res.cloudinary.com/smartsupp/image/upload/help/migrated/Ib6oEn2MeyLOkUABETGcYEPL3scymeSa.jpg"><img src="https://res.cloudinary.com/smartsupp/image/upload/f_auto,q_auto/help/migrated/Ib6oEn2MeyLOkUABETGcYEPL3scymeSa.jpg" alt="" loading="lazy"></a></p><p>Pokud se rozhodnete přidat nové tlačítko a uložite změny, objeví se pod původním zprávou a následně jej můžete upravovat stejně jako předchozí zprávu.</p><p><a href="https://res.cloudinary.com/smartsupp/image/upload/help/migrated/GMKz4D3GjT4b6P38hbkSESXhLPN5ezlC.gif"><img src="https://res.cloudinary.com/smartsupp/image/upload/f_auto,q_auto/help/migrated/GMKz4D3GjT4b6P38hbkSESXhLPN5ezlC.gif" alt="" loading="lazy"></a></p><h2 id="jak-zmnit-poad-zprv-5" data-toc="true">Jak změnit pořadí zpráv?</h2><p>Pořadí tlačítek můžete jednoduše změnit tím, že kliknete na jednu z odpovědí a přesunete ji na novou pozici.</p><p><a href="https://res.cloudinary.com/smartsupp/image/upload/help/migrated/On5hWnpPjYqj1dwwd0yz7N6D3b11JjEw.gif"><img src="https://res.cloudinary.com/smartsupp/image/upload/w_1400,f_auto,q_auto/help/migrated/On5hWnpPjYqj1dwwd0yz7N6D3b11JjEw.gif" alt="" loading="lazy"></a></p><p>Zároveň je možné posouvat zprávy mezi jednotlivými úrovněmi a větvemi vašeho chatbota. Jednoduše klikněte na tři tečky vedle konkrétní zprávy, vyberte "<strong>Přesunout</strong>" a zvolte kam tuto zprávu nově umístíte.</p><p><a href="https://res.cloudinary.com/smartsupp/image/upload/help/migrated/8Z9c4JXCm7gPjwBFDDaUZ4EH51oeqxyS.gif"><img src="https://res.cloudinary.com/smartsupp/image/upload/w_1400,f_auto,q_auto/help/migrated/8Z9c4JXCm7gPjwBFDDaUZ4EH51oeqxyS.gif" alt="" loading="lazy"></a></p><p>Každou větev můžete otevřít a zavřít kliknutím na tlačítko plus a minus, vytváření chatbota se tak zjednoduší a zpřehlední.</p><p><a href="https://res.cloudinary.com/smartsupp/image/upload/help/migrated/n66fXdVKwGusRjvVeRU3FMifwVmyffZf.gif"><img src="https://res.cloudinary.com/smartsupp/image/upload/f_auto,q_auto/help/migrated/n66fXdVKwGusRjvVeRU3FMifwVmyffZf.gif" alt="" loading="lazy"></a></p><p>Zde je příklad stromové struktury chatbota:</p><p><a href="https://res.cloudinary.com/smartsupp/image/upload/help/migrated/OEOvI3cVO08MzIGZyiwnhcWrlTZcjkEA.jpg"><img src="https://res.cloudinary.com/smartsupp/image/upload/f_auto,q_auto/help/migrated/OEOvI3cVO08MzIGZyiwnhcWrlTZcjkEA.jpg" alt="" loading="lazy"></a></p><h2 id="jak-aktivovat-chatbota-6" data-toc="true">Jak aktivovat chatbota?</h2><p>Kliknutím na tlačítko „<strong>Náhled</strong>“ v pravém horním rohu zobrazíte, jak chatbot vypadá na vašem webu.</p><p>Každá aktualizace je vždy automaticky uložena, takže si nemusíte dělat starosti, že byste přišli o provedené změny. Jakmile chatbota dokončíte, klikněte na tlačítko "<strong>Publikovat</strong>" a chatbot se následně zobrazí na vašich stránkách.</p><p><a href="https://res.cloudinary.com/smartsupp/image/upload/help/migrated/RFGOJMucC3hv18uEZ9J5ZXBSh5liqynZ.jpg"><img src="https://res.cloudinary.com/smartsupp/image/upload/w_1400,f_auto,q_auto/help/migrated/RFGOJMucC3hv18uEZ9J5ZXBSh5liqynZ.jpg" alt="" loading="lazy"></a></p><p><strong>Poznámka: </strong>Název rychlé odpovědi může obsahovat až 35 znaků. Text zpráv může obsahovat až 500 znaků.</p><h2 id="pednastaven-otzky-v-faq-chatbotu-7" data-toc="true">Přednastavené otázky v FAQ chatbotu</h2><p>Ve Smartsupp najdete tři přednastavené automatické odpovědi, které odpovídají na nejčastější dotazy zákazníků. Tyto otázky a odpovědi jsme vytvořili na základě mnoha let zkušeností a zpětné vazby od společností, které používají Smartsupp.</p><ol> <li> <strong>Doprava a platba:</strong> Zasíláme přepravními společnostmi Zásilkovna (39 Kč), PPL (69 Kč) nebo Českou Poštou (59 Kč). Platit u nás můžete dobírkou (29 Kč) nebo online platebními metodami zadarmo.</li> <li> <strong>Výměna a vrácení zboží:</strong> Mrzí nás, že je něco v nepořádku, ale nic se neděje. Zboží řádně zabalte, do balíku přiložte vyplněný Reklamační list a pošlete na naši adresu. Jakmile balík dorazí k nám, o stavu reklamace vás budeme informovat e-mailem.</li> <li> <strong>Stav objednávky:</strong> Pošlete nám prosím vaši e-mailovou adresu, na kterou bylo zboží objednané a také číslo objednávky. Hned se na to podíváme.</li> </ol><p><a href="https://res.cloudinary.com/smartsupp/image/upload/help/migrated/kfunQWNcI2RWbYiMBmZ9xwcCjjFI4Bxu.png"><img src="https://res.cloudinary.com/smartsupp/image/upload/w_1400,f_auto,q_auto/help/migrated/kfunQWNcI2RWbYiMBmZ9xwcCjjFI4Bxu.png" alt="" loading="lazy"></a></p><div class="helpjuice-callout success"> <div class="helpjuice-callout-body"> <p>Tip: Chatbotí tlačítka můžete snadno duplikovat. Klikněte na <strong>Duplikovat</strong> → <strong>Vybrat umístění</strong> → <strong>Duplikovat</strong>. Viz níže:</p> <figure class="image"><img src="https://static.helpjuice.com/helpjuice_production/uploads/upload/image/13961/3668858/1701336370380-duplicatenode.gif"></figure> </div> <div class="helpjuice-callout-delete"> </div> </div><p> </p></div> </div> <div class="o-answer__undertext"> <em> Stále si nevíte rady? Kontaktujte nás prostřednictvím chatu po přihlášení se do vašeho Smartsupp účtu. Rádi vám pomůžeme. Upozorňujeme, že zákaznický servis je dostupný pouze v placených balíčcích. </em> </div> </article> <div class="c-helpful was-this-helpful"> <h2 class="c-helpful__text">Was this article helpful? 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