Wordhop - Monitor and Control Your Chatbot From Slack

For Chatbots Built in Python

Wordhop monitors your Chatbot and alerts you on Slack in real-time when it detects conversational problems. You can watch your bot conversations with users in real-time without leaving Slack and take-over your bot to engage your customers directly. Simply add Wordhop to Slack and then drop in code into your Chatbot (You can use our examples as a starting point for a bot too). Wordhop integrates in minutes, and begins working immediately.

What you can do with Wordhop:

What you need to get started:

Operational Dependencies:

You'll need an API key from Wordhop and for each Chatbot a Bot Token. You can get both of those (free) when you add Wordhop to Slack and through a conversation with Wordhop.
If you're building a Messenger Chatbot, you'll need to setup a Facebook App, Facebook Page, get the Page Access Token from Facebook and link the Facebook App to the Facebook Page for Wordhop to work.

Installation

$ pip install wordhop

Usage

from wordhop import Wordhop
apiKey = xxxxxxxxxxxxxxxxxxxxxx # <= key provided by Wordhop for Slack
clientKey = xxxxxxxxxxxxxxxxxxxxxx # <= key provided by Wordhop for Slack
botPlatform = 'messenger'; # <= possible values: 'messenger', 'slack'
token = xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx # <= only required for Messenger bots.

wordhop = Wordhop(apiKey, clientKey, botPlatform, token)

Incoming Message Schema:

Throughout this documentation, you will see references to incomingMessage. Depending on whether you have a Messenger or Slack bot, the schema will be different. The value of incomingMessage should be equal to the message you receive directly from either the Messenger webhook response, or from the Slack RTM event response.

# Example of a Slack Incoming Message
{
    "type": "message",
    "channel": "D024BE91L",
    "user": "U2147483697",
    "text": "Hello world",
    "ts": "1355517523.000005"
}

# Example of a Messenger Incoming Message
{
  "sender":{
    "id":"USER_ID"
  },
  "recipient":{
    "id":"PAGE_ID"
  },
  "timestamp":1458692752478,
  "message":{
    "mid":"mid.1457764197618:41d102a3e1ae206a38",
    "seq":73,
    "text":"hello, world!",
    "quick_reply": {
      "payload": "DEVELOPER_DEFINED_PAYLOAD"
    }
  }
}

Outgoing Message Schema:

Throughout this documentation, you will see references to outgoingMessage. Depending on whether you have a Messenger or Slack bot, the schema, as defined by each platform, will be different. Every time you track an outgoing message, the schema requirements match the respective platform.

# Example of Slack Outgoing Message
{
    "channel": "C024BE91L",
    "text": "Hello world"
}

# Exmaple of Messenger Outgoing Message
{
  "recipient":{
    "id":"USER_ID"
  },
  "message":{
    "text":"hello, world!"
  }
}

Tracking received messages:

When your bot receives an incoming message, you'll need to log the data with Wordhop by calling to wordhop.hopIn. Note: Wordhop can pause your bot so that it doesn't auto response while a human has taken over. The server response from your hopIn request will pass the paused state. Use that to stop your bot from responding to an incoming message. Here is an example:

hopInResponse = wordhop.hopIn(incomingMessage)
# If your bot is paused, stop it from replying
if hopInResponse.get('paused'):
    return "Success"
    ...

Tracking sent messages:

Each time your bot sends a message, make sure to log that with Wordhop by calling to wordhop.hopOut. Here is an example of a function that we're calling sendIt that tracks an outgoing message and at the same time, has the bot say the message:

def sendIt(channel, text):
    # schema matches Messenger
    outgoingMessage = {'recipient': {'id': channel},'message': {'text': text}}
    wordhop.hopOut(outgoingMessage)
    bot.send_text_message(channel, text) # <= example of bot sending reply
    ...

Log Unknown Intents:

Find the spot in your code your bot processes incoming messages it does not understand. Within that block of code, call to wordhop.logUnkownIntent to capture these conversational ‘dead-ends’. Here's an example:

# let the user know that the bot does not understand
sendIt(recipient_id, 'Huh?')
# capture conversational dead-ends.
wordhop.logUnknownIntent(incomingMessage)

Dial 0 to Speak With a Live Human Being:

Wordhop can trigger alerts to suggest when a human should take over for your Chatbot. To enable this, create an intent such as when a customer explicitly requests live assistance, and then include the following lines of code where your bot listens for this intent:

# match an intent to talk to a real human
if text == 'help':
    # let the user know that they are being routed to a human
    sendIt(recipient_id, 'Hang tight. Let me see what I can do.')
    # send a Wordhop alert to your slack channel
    # that the user could use assistance
    wordhop.assistanceRequested(incomingMessage);

Human Take Over:

To enable the ability to have a human take over your bot, add the following code:

# Handle forwarding the messages sent by a human through your bot
def onChatResponse(self, args):
    channel = args["channel"]
    text = args["text"]
    bot.send_text_message(channel, text) # <= example of bot sending message
    
wordhop.on('chat_response', onChatResponse)

Go back to Slack and wait for alerts. That's it! Be sure to check out our examples.

skunkwerk / wordhop-python