The bot interaction begins when an unidentified user (typically a website visitor) sends a message to your business. The bot workflow kicks in first, and sends the configured messages to the user and waits for a response.  If the responses are valid, it accepts them and moves to the next question, saving the value against the user in a default property (like name, email, phone) or a custom user property (defined as a “label” for the property). If responses are invalid, the bot will indicate the issue to the customer and ask for an alternate response. Once the bot questions are all answered, the bot sets expectations with the customer on what next (will connect you with an agent, or will get back to you later) based on whether or not the agents are available.