CraftBot Documentation
CraftBot helps support teams handle customer conversations across channels — WhatsApp today, with email outbound, a web widget, and more on the way. Bot recipes automate the routine, agent consoles handle the rest, and supervisors see in real time where time and effort are going.
These docs cover everything you’ll do day to day — picking up a chat in the inbox, building a bot flow on the canvas, monitoring queue health, provisioning a new WhatsApp number, managing users and policies, and connecting external systems to surface customer context in the agent panel.
Where to start
New to CraftBot? Begin with Getting Started — it covers your first sign-in, the layout of the app, and the vocabulary used in every other section.
After that, jump to the area that matches your role:
- An agent picking up your first shift → Inbox & Conversations.
- A supervisor owning queue health → Supervisor & Analytics.
- Building a bot flow → Recipes & Bot Engine and the Node Reference.
- Connecting WhatsApp or email → Channels & Integrations.
- Provisioning the workspace → Admin & Settings.
- Running an outbound broadcast → Campaigns.
Sections of these docs
| Section | What’s in it |
|---|---|
| Getting Started | First login, navigating the app, and the core vocabulary you’ll see everywhere. |
| Inbox & Conversations | The agent console — handling live chats, whispers, sub-states, dispositions, and the supervisor-only Bot view. |
| Recipes & Bot Engine | Building bot flows on the visual canvas — 32 node types, draft/publish lifecycle, version history, simulator. |
| Campaigns | Outbound broadcasts to defined audiences using approved WhatsApp templates, with scheduling, approval, and reply handling. |
| Supervisor & Analytics | Live dashboard for queue and agent health, plus historical analytics for trends and post-mortems. |
| Channels & Integrations | Provisioning WhatsApp numbers, configuring email servers, and managing message templates. |
| Admin & Settings | Users, teams, business hours, SLAs, tags, knowledge bases, AI Agents, Smart Plugs, Custom Entities, and audit. |
| Reference | Glossary, keyboard shortcuts, expression syntax, error catalogue, and the public REST API. |
A few things worth knowing up front
- Bot recipes are built visually — drag nodes from the palette onto a canvas, connect them, and publish. Each node type has its own configuration drawer. The full catalogue is in the Node Reference.
- AI Agents are external services (built on n8n, LangGraph, or any HTTP-callable platform) that CraftBot calls from a recipe. CraftBot itself does not host an LLM; it speaks a documented webhook contract and logs every call for audit. See AI Agents.
- Smart Plugs let agents trigger external systems (ticketing, CRM, billing) from the inbox right rail without leaving the conversation. Custom Entities let admins define contact-attached data types (Policy, Claim, Ticket) that render alongside the chat. Both live under Admin → Settings.
- Channels are pluggable. The inbox, recipes, and analytics all speak a single canonical message format, so adding a new channel later does not change how agents or recipe authors work.
Conventions in this documentation
- End-user voice. Pages describe what you see in the product and what to click — not what the code does under the hood.
- One H1 per page. Tasks are organised under short
##headings so they’re easy to skim. - No
localhostreferences. When a docs page shows a URL, treat it as a placeholder for your deployment’s address. - Screenshots are illustrative. Your workspace may look slightly different depending on which features your admin has enabled.
If something on a page doesn’t match what you see in the product, your deployment may be on an older build — check with your administrator.