## Overview

The **Complete chatbot: menu, Q&A, CRM deal & tasks** template ships an end-to-end, production-ready
automated assistant that adapts itself to the channel the conversation runs on:

- On channels with interactive messages (**WhatsApp, web chat, Telegram, Messenger, Instagram and
  API**), the menu renders as **buttons**.
- On text-only channels (**email, SMS**), the same menu automatically becomes a **numbered list** —
  and the contact can reply with the **number** ("2"), the **option text** or by tapping the button:
  every form works.

All the content (messages, buttons and even the understanding keywords) is created **in your
account's language** — English, Portuguese or Spanish.

## Prerequisites

- **Flow Builder** enabled and **Admin** permission to edit and publish.
- **CRM** and **Tasks** enabled to run every path in the template.
- A configured inbox and a team with an eligible agent for human handoff.

## Step by step

1. Open **Flows → Templates** and choose **Complete chatbot**.
2. Apply it and review the messages, keywords and default CRM pipeline.
3. Check `lead_name`, `lead_email`, `lead_need`, `lead_valor` and `duvida` in the data panel.
4. Use **Run test** with a test conversation and exercise sales, support and handoff.
5. Publish and attach the flow to inboxes only after every output has been validated.

## Settings & options

1. **Initial menu** with three paths: Quotes and sales · Support and questions · Talk to an agent.
2. **Sales trail** — asks for the name, the email (validated), the need and the budget in mind
   (numbers only). With the answers it:
   - creates a **CRM deal** (default pipeline) titled "Opportunity — {name}", with the **quoted
     value** and high priority;
   - logs a **note on the deal with every mapped answer**;
   - opens a **task** "Send the quote to {name}" due in 1 day;
   - confirms to the contact and **hands off to a human**.
3. **Support trail** — asks the question and auto-answers pricing and opening-hours FAQs; anything
   else becomes a **task** and goes to an agent.
4. **Human agent** — option 3 transfers straight away, any time.
5. **No valid reply** — after 2 guided retries the contact is routed to a human (never stuck).

## Use cases

- Lead qualification with a deal, note and follow-up task.
- Support triage with quick answers and escalation for unmatched questions.
- One omnichannel menu for WhatsApp, web chat, email and SMS.

## Tips, limits & best practices

- Buttons and numbered lists share the **same items**: editing the menu once updates the behavior on
  every channel.
- FAQ answers match keywords in the account language (e.g. "pricing", "cost") — add your own on the
  condition nodes.
- The quoted value lands on the deal in **major units** (4900 = $4,900.00).
- Interactive controls depend on the channel's proven capability; always configure the text fallback.

## Troubleshooting

- If an action is skipped, inspect the trace and confirm CRM/Tasks are enabled and the target exists.
- If handoff fails, confirm the team belongs to the account and has an eligible inbox member.
- If a reply does not match, review the wait node's input type, options and retry limit.

## See also

- [Flow Builder: build conversational flows visually](/hc/ajuda/articles/automation-flows-flow-builder-en)
- [Flow Builder: trigger data, mapping and transformation](/hc/ajuda/articles/automation-flows-flow-builder-dados-e-mapeamento-en)
- [Flow Builder: action forms](/hc/ajuda/articles/automation-flows-flow-builder-formularios-de-acao-en)