# New chatbot

_How to set up TecPet's new chatbot: modes, initial message, PetBot actions, data collection, inactivity, triggers and the simulator._

> **💡 Tip**
>
> Before turning on **Self Service**, use **Simulation** to walk the flow as a customer — you'll see the messages and menu exactly as they will, with no risk.

The **new chatbot** lets **you build** the WhatsApp service yourself — messages, action menu, data collection and booking — on a visual screen, **without relying on support**. It's the **same screen as the [AI](/en/configuracao/chatbot/inteligencia-artificial/)**, just with artificial intelligence **turned off**: here the bot follows **exactly** what you set (menu and buttons), without interpreting free text.

Open it under **Settings → IA → Atendimento**.

## The modes (at the top)

- **Off** — the bot replies nothing.
- **Auto Reply** — always replies with **a single standard message** (no menu).
- **Simulation** — to **test** the flows **without sending anything for real**.
- **Self Service** — the bot **live in production**, serving for real.

> Switching modes requires **saving** any pending change first.

## Initial message

It's the first message the customer gets, along with the action menu. You write two versions:

- **For new customers** — never served before;
- **For registered customers** — already have a profile.

![New chatbot initial message: versions for new and for registered customers](https://help.tec.pet/_md-assets/novo-chatbot__mensagem-inicial.png)

In the messages you can use **variables** in parentheses, replaced by the real data at send time. The main ones:

- **Shop:** `(NOME_LOJA)`, `(ENDERECO_LOJA)`, `(TELEFONE_LOJA)`;
- **Owner:** `(NOME_TUTOR)`, `(CREDITO_TUTOR)`;
- **Pet:** `(NOME_PET)`;
- **Booking:** `(NOME_SERVICO)`, `(DATA_AGENDAMENTO)`, `(HORARIO_AGENDAMENTO)`;
- **Finance:** `(LINK_FATURA)`, `(VALOR_TOTAL)`, `(VALOR_ABERTO)`.

## PetBot actions

**Actions** are the menu options the customer picks. Each has an **on/off toggle**. The main ones:

- **Book grooming & bath**;
- **Book at the clinic** (consultations, vaccines and exams);
- **Book daycare, boarding or hotel**;
- **Check appointments** (reschedule or cancel);
- **Talk to an agent**;
- **New action** — a custom option you create.

![PetBot action list, each with on/off and action settings](https://help.tec.pet/_md-assets/novo-chatbot__acoes.png)

Use **Reorder** to drag and change the order they appear, and **New action +** to create your own option (up to 10 active actions).

### Each action's settings

The **Action settings** button opens the details. The booking actions (grooming, clinic, daycare) follow the same pattern:

1. **Menu settings** — the **name shown on WhatsApp**, **who can book** (Everyone / only returning / only new) and the **description**;
2. **Information** — blocks in **layers** (text, image, video, audio or document) sent to the customer, and **who** to show them to;
3. **Pet data collection** — what the bot asks (name, species, breed, size & coat, etc.) and whether it **allows registering a new pet**;
4. **Service selection** — show prices or not, recommend services, let the customer pick the professional;
5. **After booking** — what to do at the end (close, keep the chat open, or transfer to an agent).

![A booking action's settings: menu, layered information and pet data collection](https://help.tec.pet/_md-assets/novo-chatbot__config-acao.png)

Each type has its own tweaks — for example:

- **Check appointments:** allow **reschedule** and allow **cancel** (with each one's text);
- **Talk to an agent:** in/out of business-hours messages and the **business hours** per weekday;
- **New (custom) action:** build the **information layers** and set the **routing** at the end (back to home, transfer to agent, go to petshop/clinic, or end).

![Custom new action: menu, information layers and routing](https://help.tec.pet/_md-assets/novo-chatbot__nova-acao.png)

## Inactivity preferences

They control what happens when the chat **stalls**. Two tabs:

- **Chat with the Bot** — the **inactivity time**, the **action when it runs out** (transfer to an agent, end with a message, or do nothing) and the warning/closing **messages**.
- **Chat with the Agent** — the chat's **inactivity time** and **closing time**, and what to do with an **inactive employee** (notify someone or do nothing).

![Inactivity preferences: chat with the bot and with the agent](https://help.tec.pet/_md-assets/novo-chatbot__inatividade.png)

## Triggers (keywords)

You can create **triggers**: when the customer types a **keyword** (exact match or "contains"), the bot jumps straight to an action. Handy for campaigns.

## The simulator

In the corner of the screen (in **Simulation** and **Self Service** modes) sits the **Pet Bot** to **test the conversation**. Choose to simulate as an **active customer** (pick a real one) or a **new customer** (create a test one), click **Start chat** and talk as if you were the customer. It **sends nothing on real WhatsApp** — it's just a test.

## Saving

Whenever you change a field, **Save** and **Cancel** appear. Save to apply (the system validates required fields first).

## See also

- [Chatbot and AI: overview](/en/configuracao/chatbot/chatbot-e-ia/)
- [Artificial Intelligence (AI)](/en/configuracao/chatbot/inteligencia-artificial/)

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_feature: chatbot · atualizado em 2026-06-16 · fonte: https://help.tec.pet/en/configuracao/chatbot/novo-chatbot/ — TecPet Central de Ajuda_