AI Agents
Module 04Lesson 3

Lesson 3. AI Chatbot for Customers

Hands-on: Zapier

Lesson 3. AI Chatbot for Customers#

Why This Matters#

An AI chatbot answers customer questions 24/7, collects leads, and triggers automations. Zapier Chatbots lets you build one in minutes — without code.

Key Idea#

Chatbot = prompt + knowledge base + actions

Everything you learned about prompts (module 2) and AI agents (module 3) applies here.

Creating a Chatbot#

  1. Go to Chatbots (left menu)
  2. Click "+ Create Chatbot"
  3. Choose a template or start from scratch
  4. Enter a name (e.g., «Beauty salon FAQ bot»)
  5. Add description and avatar (optional)

Configuring the Prompt (Instructions)#

The prompt is the chatbot's «brain». It defines who the bot is, how it communicates, and what it does.

Template:

You are [role].

Your task: [what to do].

Rules:
- [rule 1]
- [rule 2]
- [rule 3]

Response format:
- [how to respond]

Limitations:
- [what not to do]

Example 1: FAQ Bot for a Beauty Salon#

You are an assistant for the beauty salon "Beauty Spot".

Your task: answer common customer questions and help them book services.

Rules:
- Use information from the knowledge base
- If you don't know the answer, say: "I'll check with the administrator, contact us @salon_telegram"
- Be friendly and polite
- If the customer wants to book, ask for name, phone, and preferred time

Response format:
- Short sentences (2–4)
- Use emojis for friendliness (but don't overdo it)

Limitations:
- Don't make up prices or terms that aren't in the knowledge base
- Don't promise what you can't guarantee

Example 2: Lead Qualification Agent#

You are a sales assistant for the digital agency "WebPro".

Your task: ask the client clarifying questions and score the lead.

Questions for the client:
1. What's the task? (website, advertising, SMM, marketing, design)
2. Is there a budget? (up to 50k, 50–200k, 200k+)
3. When is it needed? (urgent — within 2 weeks, within a month, planning ahead)

Lead scoring:
- Hot: budget 200k+, urgent
- Warm: budget 50–200k, within a month
- Cold: everything else

Format:
- Ask questions one at a time, not all at once
- After all answers, output: "Lead score: [hot/warm/cold]"
- If the lead is hot or warm, say: "I'm connecting you with a manager, they'll reach out within an hour"

Rules:
- Professional but friendly tone
- Don't be pushy
- If the client doesn't want to answer a question, move to the next one

Chatbot Knowledge Base#

The chatbot can answer based on uploaded documents. This is the knowledge base — the source of truth for the bot.

How to add:

  1. In chatbot settings, find "Knowledge" or "Data Sources"
  2. Upload files: PDF, DOCX, TXT or paste text
  3. Add a website URL (the chatbot will read the pages)
  4. Save

Example knowledge base (text):

Question: How do I book a service?
Answer: Contact us on Telegram @salon_telegram or call +7 (999) 123-45-67.

Question: What services do you offer?
Answer: Haircuts, coloring, manicure, pedicure, facial massage.

Question: How much does a women's haircut cost?
Answer: Women's haircut — from 1500 rubles, shoulder-length. Longer — from 2000 rubles.

Question: What are your hours?
Answer: Mon–Fri: 10:00–20:00, Sat–Sun: 11:00–19:00

Question: Where are you located?
Answer: 10 Lenin St, 2nd floor. Entrance from the courtyard.

Types of Knowledge Sources#

  1. Text — simple FAQ, instructions (paste directly in the interface)
  2. Files — upload documents (PDF, Word, txt, Markdown)
  3. Website URL — the chatbot reads pages and extracts information

How to Update the Knowledge Base#

Regularly:

  • once a month — check for accuracy
  • when prices, services, or terms change — update immediately

How to update:

  1. Open chatbot settings → Knowledge section
  2. Edit the text or upload a new file
  3. Save — the chatbot will start using the updated data

Connecting the Chatbot to Zaps#

Zapier's main strength: the chatbot can trigger Zaps!

For example:

  • Chatbot collected customer data → Zap writes to Google Sheets
  • Chatbot finished the conversation → Zap sends a notification to the manager
  • Customer clicked a button in chat → Zap creates a task in CRM

Publishing the Chatbot#

Zapier Chatbots can be embedded on a website:

  1. In chatbot settings, click "Share" or "Embed"
  2. Copy the widget HTML code
  3. Paste it on your site (into the page HTML)

The widget will appear in the corner of the page — customers can ask questions right on the site.

You can also route messages from channels (email, Messenger, Zendesk) to the chatbot via Zaps.

How to Test the Chatbot#

  1. Write the prompt and add the knowledge base
  2. Open Preview
  3. Send test messages:
    • «Hello, how much does a haircut cost?»
    • «I'd like to book»
    • «When do you have promotions?» (if there are none)
  4. Check:
    • did it answer correctly?
    • is the tone appropriate?
    • did it make anything up?
  5. If needed, refine the prompt and repeat

Common Mistakes#

❌ Prompt too short: «You are a beauty salon bot»
→ The bot doesn't understand what to do

❌ No limitations: forgot to say «don't make things up»
→ The bot hallucinates

❌ No format: didn't specify how to respond
→ The bot gives long answers

✅ Good prompt: role + task + rules + format + limitations