Chapter 7
Toolkit
The toolkit is a set of reusable building blocks: a canned message, a button, a form that collects details, a booking calendar, a webhook that pushes data out. Create each once under the Toolkit menu and every assistant in the organization can use it.
Assistants use them in three places: First action (what a visitor sees when the chat opens), Conditions (when a visitor means, types or commands the right thing) and the follow-up response of a Q&A pair in Knowledge. This chapter goes tool by tool, then two final videos attach them to an assistant and test in Try it. The videos share one demo data set, so watch them in order.
11 videos · 14:08
A quick tour of the eight tools in the menu and the three places an assistant uses them, so you know where you are before creating each one.
Use it when: Your first visit to the Toolkit menu, or when it is unclear how a finished form ends up inside the chat.
Steps
- 1Open Toolkit in the sidebar: eight sub-pages, User Access, Static Message, Command, Form, Webhook, Button, Link and Calendar.
- 2Open Agents, pick an assistant, First action tab: the sequence of messages, buttons and forms that runs the moment a visitor opens the chat.
- 3Conditions tab: each condition pairs a trigger (meaning, keyword, command) with a response (form, calendar, button, link, message).
- 4In Knowledge, a Q&A pair has a Follow-up response field to send a video, a button or a form right after the answer.
- 5Back in Forms: the Response column shows how tools chain, a submitted form can show a message, call a webhook or run a task.
Outcome: You know the eight tools and the three places assistants use them; ready for the individual videos.
A static message is a fixed reply, text, image or video, that the assistant sends verbatim instead of writing its own. Edit it once and every place using it updates.
Use it when: A greeting, a thank-you after a form, an intro video, a pricing image that must go out exactly as approved.
Steps
- 1Open Toolkit, Static Message, click Add message.
- 2Name it so you can find it, pick Text, write the content exactly as the visitor will read it. Click Create.
- 3For Image or Video, pick a file from the Media library; the assistant sends that exact file in chat.
- 4The message appears in the list with its type; copy, edit or delete it from there.
Name: Cảm ơn đã để lại thông tin
Type: Text
Content: Cảm ơn bạn! Đội ngũ StepX sẽ liên hệ trong 24 giờ làm việc.
Good to know
- This message is reused as the thank-you of the form and the calendar in later videos.
- The All, Text, Image, Video filters above the table help when the list grows.
Outcome: A canned message ready to attach to a form, calendar, button or First action.
A link is a URL with a name and display text, for the assistant to drop into a reply or attach behind a button. Change the URL here and it changes everywhere.
Use it when: The pricing page, a help article, an external sign-up form the assistant keeps pointing visitors to.
Steps
- 1Open Toolkit, Link, click Add link.
- 2Set an internal name, the text visitors will see and the destination URL. The preview shows the link as it appears in chat.
- 3Click Create. The link opens in a new tab when clicked.
Name: Bảng giá StepX
Display text: Xem bảng giá StepX
URL: https://stepx.vn/pricing
Outcome: A reusable link, ready to sit behind a button in the next video.
A form collects name, email and needs right inside the conversation. The visitor fills it in, you get structured data and choose what happens on submit.
Use it when: Consultation sign-ups, contact requests, bug reports, quote requests: whenever a few clear fields beat asking question by question.
Steps
- 1Open Toolkit, Form, click Create form. Set a name for you, the title visitors see and the submit button label.
- 2Click Add field for each field and pick a type: text, email, phone, long text, dropdown or checkbox. Toggle Required on the essentials.
- 3On submit: show a thank-you message, call a webhook, run a task, open a calendar or another form. Pick the static message you made.
- 4Click Preview to see the form as it appears in chat, then Create form.
Name: Đăng ký tư vấn · Title: Đăng ký tư vấn miễn phí · Submit: Gửi đăng ký
Fields: Họ tên (text, required) · Email (email, required) · Nhu cầu (long text)
On submit: Message → Cảm ơn đã để lại thông tin
Good to know
- The field name (ho_ten, email, nhu_cau) shows faintly under the label; that is what you reference in a webhook body in the next video.
- What visitors enter lands in the conversation and their contact record.
Outcome: A three-field form with a thank-you, ready to connect to a webhook or a condition.
A webhook sends form or booking data to your own system: a CRM, a Google Sheet through Zapier, an internal API. You declare the URL, method, headers and a body with a placeholder per field.
Use it when: You want every sign-up or booking made in chat to flow into the tools your team already uses instead of being read back from the conversation.
Steps
- 1Open Toolkit, Webhook, click Add webhook. Enter a name, the receiving URL and the method (POST).
- 2In Body (JSON), wrap a field name in double braces, e.g. {{ho_ten}}; when the form is submitted the real value is filled in. Headers and query params accept placeholders too, and secrets can be hidden.
- 3Click Test webhook: status code, timing, response body and an equivalent curl command to hand to engineering.
- 4Click Add webhook. Go to Forms, edit the consultation form, switch On submit to Webhook: pick the webhook and the message visitors will see. Update the form.
Name: Đẩy lead sang CRM · POST https://webhook.site/…
{"name": "{{ho_ten}}", "email": "{{email}}", "need": "{{nhu_cau}}"}
Good to know
- During a test, placeholders are replaced with <<field_name>> so the request is always valid.
- Sync from form generates a JSON body with the exact field names of a form.
Outcome: A submitted form shows the thank-you to the visitor and pushes the data to your URL.
A calendar lets the visitor pick a date and time inside the conversation, with a few fields alongside. Link a Google Calendar or Outlook account to block busy hours and write the event automatically.
Use it when: Demo bookings, consultation slots, call-backs: when you want visitors to pick a time instead of going back and forth.
Steps
- 1Open Toolkit, Calendar, click Add calendar. Set a name, and the title and description shown above the calendar.
- 2Linked calendar: pick a calendar account connected under Integrations (if any). Set the meeting length and the event title template.
- 3Default fields are Name, Link and Request; add or remove as needed.
- 4On submit: a confirmation message, a webhook, or Update calendar to write the event into the linked account. Try a day and time in the preview, then Create.
Name: Đặt demo · Title: Đặt demo 30 phút
Description: Chọn khung giờ phù hợp, đội ngũ StepX sẽ gọi đúng giờ.
Duration: 30 minutes · On submit: Message → Cảm ơn đã để lại thông tin
Good to know
- Update calendar is only available once the calendar is linked to an account; connect one under Integrations first.
- The duration is used to detect busy-hour overlaps and as the event length.
Outcome: A booking calendar the assistant can open when a visitor wants an appointment.
A command is a slash word the visitor types in chat to trigger one specific action. On its own it does nothing; it takes effect once attached to an assistant condition.
Use it when: You want a stable shortcut: /pricing opens the price list, /help shows instructions, a command switches the knowledge source.
Steps
- 1Open Toolkit, Command, click Add command. The name uses letters, digits, underscores and dashes only.
- 2Describe the triggered action so teammates understand it and the assistant can recognise the intent. Click Create.
- 3The Used by column shows which assistants attached the command; a new one reads Not in use.
- 4Open Agents, Conditions tab, Add condition: trigger by Command, pick /gia; Next; respond with Button, pick the pricing button; Create condition, then Save and publish.
Command: /gia
Triggered action: Hiện bảng giá và các gói của StepX
Condition: Command /gia → Button CTA bảng giá
Good to know
- Commands also drive the assistant's Knowledge conditions to enable or disable a knowledge source when the visitor calls them.
Outcome: Typing /gia returns the pricing button; you know how to attach a command to an assistant.
User access
0:42
A login you hand to a customer or partner who needs to see protected knowledge. You create the username, the password and a note on who it belongs to.
Use it when: Integration documents, private price lists, information reserved for signed partners.
Steps
- 1Open Toolkit, User Access, click Add user.
- 2Enter a username (it cannot change after creation), click Generate for a password, add a description. Click Add user.
- 3The list has copy buttons for username and password to send to the customer; to revoke access, change the password or delete the user.
Username: doitac_abc
Description: Đối tác ABC, xem tài liệu tích hợp
Outcome: An access account to hand to a partner, plus how to generate and revoke its password.
First action is the sequence of messages, buttons and forms the assistant sends the moment a visitor opens the chat, before they type anything. It applies to Web Chat and API only.
Use it when: You want the opening screen to carry a greeting, an intro video and one call to action from the first second.
Steps
- 1Open Agents, pick the assistant, First action tab. Turn First Action on.
- 2Under Add action pick a type: Message, Form, Buttons, Link or Calendar. For Buttons, pick a button created in the Toolkit from the Choose button field.
- 3Drag to reorder; the assistant runs the list top to bottom.
- 4Click Save and publish, then open Try it and Start test: a new conversation shows exactly that sequence.
1. Greeting message
2. Button: Xem bảng giá
3. Intro video
Good to know
- First action runs once per conversation; it does not repeat on later messages.
Outcome: Visitors opening the chat immediately see the greeting, the button and the video in the order you set.
A condition ties a situation to a tool: when the visitor means, types or commands the right thing, the assistant answers with a form, calendar, button, link or message. This video closes the full loop from the conversation to your own system.
Use it when: Visitors asking for prices, a consultation or an appointment: situations where you want a consistent answer with a concrete action.
Steps
- 1Open Agents, Conditions tab, click Add condition and name it.
- 2Trigger step: choose Semantic and describe the intent in words; add a few optional keywords for sharper matching. Keyword, Command or Sentiment are the alternatives.
- 3Click Next. The Response step lists what the assistant can reply with; choose Form and pick the consultation form. Create condition, then Save and publish.
- 4Try it tab: type a sentence as a visitor would. The form appears right away; fill it in and submit, and the thank-you message shows.
- 5Open the webhook receiver: a new record holds the exact name, email and need the visitor entered.
Name: Khách muốn tư vấn
Trigger: Semantic → Khách muốn được tư vấn hoặc để lại thông tin liên hệ · keywords: tư vấn, liên hệ
Response: Form → Đăng ký tư vấn
Test line: Mình muốn được tư vấn về gói Professional
Good to know
- When several conditions match, the one with the higher priority wins.
- Changes apply from the next message after Save and publish.
Outcome: The assistant shows the form whenever a visitor asks for a consultation, and the details flow to your system through the webhook.