{"id":972,"date":"2017-06-01T15:56:12","date_gmt":"2017-06-01T19:56:12","guid":{"rendered":"https:\/\/blog2wrkdev.wpenginepowered.com\/bot-building-experts\/"},"modified":"2026-09-18T13:37:57","modified_gmt":"2026-09-18T17:37:57","slug":"bot-building-experts","status":"publish","type":"post","link":"https:\/\/www.workato.com\/the-connector\/bot-building-experts\/","title":{"rendered":"Four Bot-Building Tips from the Experts Behind Workbot"},"content":{"rendered":"\nAccording to a Business Insider study, 80% of businesses plan to use chatbots by 2020. At Workato, we\u2019re no different; we know chatbots are crucial to the future of work. That\u2019s why we launched <a href=\"https:\/\/www.workato.com\/workbot-slack?utm_source=blog\">Workbot for Slack <\/a>in early 2016. Since its inception, we\u2019ve expanded and improved Workbot, adding a version for <a href=\"https:\/\/get.workato.com\/workbot-teams\/?utm_source=blog\">Microsoft Teams<\/a> and incorporating new Slack features like <a href=\"https:\/\/www.workato.com\/blog\/2017\/04\/slack-message-menus\/?utm_source=blog\">Message Menus. <\/a>\n\nBut how does a bot get built? Why does Workbot work the way it does? Members of the Workbot team offer four lessons on what it takes to create a functional bot.\n\n<a href=\"https:\/\/ctt.ec\/2TjV6\"><img decoding=\"async\" class=\"aligncenter wp-image-4282\" src=\"https:\/\/www.workato.com\/the-connector\/wp-content\/uploads\/2026\/09\/CTT-1.png\" alt=\"\" width=\"428\" height=\"428\" \/><\/a>\n<h3>1. Identify desired use patterns and build around them.<\/h3>\nWhen the Engineering team first conceptualized Workbot, chatbots were already popular. But there was a problem: existing bots were generally static and not very useful to business users.\n\n\u201cAt the time, most existing bots only sent notifications,\u201d explains Harish Shetty, head of Engineering and part of the original Workbot team. \u201cFor example, a bot could send you a notification when a customer filed a ticket in <a href=\"https:\/\/www.workato.com\/integrations\/zendesk?utm_source=blog\">Zendesk<\/a>, but that was it. You couldn\u2019t perform any actions using that bot.\u201d\n\nShetty recalls that, in a meeting, he suggested that users might desire greater functionality. \u201cApart from receiving notifications, you might want to get data from systems. For example, when a new contact comes in through a web signup form, you might want details about that account or about how your funnel is doing according to <a href=\"https:\/\/www.workato.com\/integrations\/mixpanel?utm_source=blog\">Mixpanel<\/a>.\u201d\n\nHe explains that Workbot actualizes this logic by enabling contextual commands\u2014actions a user is likely to want to take based on a notification. \u201cWhen a user receives a new ticket notification, for example, they might want to get a 360\u00b0 view of that account. Workbot suggests contextual commands associated with the notification, so the user can easily ask for the information they need.\u201d\n\nIn determining how Workbot would provide better functionality, Shetty\u2019s team identified three usage patterns:\n<ul>\n \t<li>Approving requests from Slack, which requires a highly customizable bot that can incorporate rules specific to a user\u2019s organization.<\/li>\n \t<li>Initiating a command from Slack, like fetching account details from <a href=\"https:\/\/www.workato.com\/integrations\/salesforce?utm_source=blog\">Salesforce<\/a>.<\/li>\n \t<li>Executing commands on a schedule, like pulling periodic reports from an app into Slack.<\/li>\n<\/ul>\nOnce they identified these use patterns, the team set to work building Workbot. The initial build took two weeks to prototype and two months to implement. The Product team then spent an additional four days creating recipes\u2014a set of instructions that power Workbot workflows\u2014to integrate the bot with other apps. Workbot officially launched in February of 2016.\n\n&nbsp;\n<h3>2) Humanize your bot.<\/h3>\nThe Workbot team quickly realized that building an interactive chatbot entailed far more than the ability to respond to commands or execute actions in other apps. To be truly interactive, Workbot would have to engage with users in a way that was natural\u2014and, in some ways, distinctly human.\n\n\u201cWe built the original version with a command line kind of interface,\u201d says Shetty. \u201cAs we started using it, we realized that\u2019s an okay interface for engineers like me, but it\u2019s still very difficult to use.\u201d He points out that the rigidity of traditional command language presents a special barrier to non-technical users. \u201cIt might take you several years to master all commands in a command language,\u201d he says. \u201cWe had to make it easier.\u201d\n\nShetty explains that they began by simplifying the interface so Workbot would respond to more flexible phrases\u2014like \u201cPlease create a Zendesk ticket\u201d or \u201cZendesk create ticket\u201d\u2014instead of only specific commands. From that point, they made the interface more intuitive. In the current version, Workbot guides the user through a command by asking questions like what a ticket\u2019s priority is or which action you\u2019d like to perform next.\n\n<img decoding=\"async\" class=\"aligncenter size-full wp-image-4277\" src=\"https:\/\/www.workato.com\/the-connector\/wp-content\/uploads\/2026\/09\/Humanize.png\" alt=\"\" width=\"1280\" height=\"720\" \/>\n\n\u201cEssentially, we went from a very strict interface\u2014where you had to interact with Workbot in very specific ways\u2014to a final, interactive version. Now you don&#8217;t need to type much to get your message across,\u201d says Shetty. The natural language processing (NLP) module also understands aliases; whether a user types \u201c<a href=\"https:\/\/www.workato.com\/integrations\/salesforce?utm_source=blog\">Salesforce<\/a>\u201d or \u201cSFDC,\u201d Workbot knows which program they mean.\n\nFrom a Product team perspective, humanizing Workbot extends beyond the language it uses. Not only must the commands be simple for non-technical users to remember, but the integrations and use cases themselves must be grounded in real-life workflows.\n\nEe Shan Sim, a Product Manager who created the initial Workbot recipes, explains that the Product team tried to adopt a layperson\u2019s perspective. \u201cWe asked ourselves, \u2018What would it be nice to have a bot do for me?\u2019 To understand that, you have to jump into the day-to-day lives of your target users. You have to ask, \u2018Okay, if I were a sales manager, what functionality would I want?\u2019 Or \u2018As a project manager, which of my daily tasks could a bot make easier?\u2019\u201d This sort of purposeful empathy may seem obvious, but it resulted in 75 initial use cases!\n<h3>3) Dummy-proofing is your friend.<\/h3>\nAs the ways of addressing and using Workbot increased, so did the number of potential errors. \u00a0Some of these errors stemmed from the challenges of natural language, Shetty explains, which is inherently flexible. \u201cOnce we made it so that users could informally address Workbot, we had to correct the algorithm to guess what they might be saying.\u201d\n\nIntroducing NLP was a big step towards making Workbot useable for everyone, but it wasn\u2019t enough. \u201cPeople are used to pointing and clicking, not typing,\u201d Shetty says. The solution? Adding buttons users can click to execute commands.\n\n<img decoding=\"async\" class=\"aligncenter wp-image-4273 size-full\" src=\"https:\/\/www.workato.com\/the-connector\/wp-content\/uploads\/2026\/09\/schedule1.gif\" alt=\"Incorporating Message Menus into a bot can create a more elegant UX.\" width=\"1324\" height=\"815\" \/>\n\n\u201cThe primary theme here is that users are simply expressing their intent,\u201d he continues. \u201cThey don&#8217;t have to express it fully or perfectly; they can just start with the basic idea or the app they want to use.\u201d In this respect, he says, Workbot\u2019s interface mirrors something many people are already familiar with: Google\u2019s autocomplete feature. \u201cEven if you know exactly what you want to search for, Google shows other suggestions. And quite often, what you\u2019re looking for is right there.\u201d\n\nThe Product team also worked to reduce the likelihood of user error, a tall order when crafting integrations that sometimes require user input to work effectively.\n\n\u201cWe had to keep Workbot powerful but also make it flexible,\u201d Sim explains. \u201cUser inputs are required, but we wanted them to be intuitive. The challenge was finding a balance between how powerful a recipe should be vs. how intimidating it is to the user to go through the workflow. We had to continually ask, \u2018What makes sense for a first-time user? What\u2019s going to look weird to them?\u2019\u201d\n\nCustomer Success Lead Ryan Koh (who helped Sim build the first 75 integrations) agrees, recalling a particularly challenging use case. \u201cWe built a notification recipe for sales or service reps, so they could have relevant information about a new customer delivered to them via Slack. We picked a target data source and used Slack as the destination. But we had to build a smart notification system, so we had to pick the right inputs to define the notifications\u2014to define the expected output, and to hyperlink to the apps the user will most likely to want to take action in next.\u201d\n\nBut simplifying the UX made building the recipe more complex. \u201cWe wanted to make it dummy-proof\u2014to make sure that the user couldn\u2019t mess up. It was difficult. It took up almost 80% of the entire process.\u201d\n<h3>4) Be a continual work-in-progress.<\/h3>\nUnlike other projects, building a bot isn\u2019t a one-and-done process. Because bots are live, they require maintenance and updates on a rolling basis.\n\nThe Engineering team sources Workbot improvements from several channels. \u201cSlack is continuously improving their platform,\u201d says Shetty, \u201cso we are continuously adapting Workbot to incorporate or work with new features that would be useful to our users, like Message Menus.\u201d\n\nFrom a technical perspective, he says, the biggest improvement was Eventing: \u2018\u2019What used to happen was that you had to have a special server that interacted with Slack. But about a week after launching Workbot, we already had few thousand users. Maintaining live connections with the server and with Slack\u2014it was pretty problematic from reliability perspective. Initially, we were responsible for making sure the connection remained stable. If it dropped, Workbot would disconnect. We had to create architecture that would keep the connection stable.\u201d\n\n<img decoding=\"async\" class=\"aligncenter wp-image-7837 size-full\" src=\"https:\/\/www.workato.com\/the-connector\/wp-content\/uploads\/2026\/09\/Untitled-design-99.png\" alt=\"\" width=\"1200\" height=\"800\" \/>\n\nShetty explains that mid-2016, Slack introduced a new infrastructure called Eventing, which helped the Workbot team move away from traditional architecture. \u201cIt made the entire thing much simpler for us and them!\u201d\n\nBesides architectural changes and external features, the Product, Marketing, and Engineering teams collaborate to implement user-driven improvements. \u201cWe look at the usage stats\u2014how are people using a particular command? How do they interact with Workbot in real life?\u2014to see which areas need improvement.\u201d\n\nThe most important feedback channel? The customer, according to Shetty. \u201cThey\u2019re constantly asking us to add new things!\u201d Koh adds that the Product team carries out extensive user testing to ensure that Workbot meets users\u2019 needs. \u201cWe want to make sure Workbot is truly user-friendly, even for our non-technical customers.\u201d\n\n<strong><i>Ready to get started with Workbot? Get Workbot for Slack\u00a0<\/i><i><a href=\"https:\/\/www.workato.com\/workbot-slack\">here<\/a>\u00a0or learn about Workbot for Teams <a href=\"https:\/\/get.workato.com\/workbot-teams\/?utm_source=blog\">here.<\/a><\/i><\/strong>\n","protected":false},"excerpt":{"rendered":"<p>According to a Business Insider study, 80% of businesses plan to use chatbots by 2020. At Workato, we\u2019re no different; we know chatbots are crucial to the future of work. That\u2019s why we launched Workbot for Slack in early 2016. Since its inception, we\u2019ve expanded and improved Workbot, adding a version for Microsoft Teams and [&hellip;]<\/p>\n","protected":false},"author":15,"featured_media":973,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[33],"tags":[],"class_list":["post-972","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-thought-leadership"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.5 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Four Bot-Building Tips from the Experts Behind Workbot - Workato<\/title>\n<meta name=\"description\" content=\"The bot-building experts behind Workbot offer four tips on creating a successful bot, from implementing NLP to &quot;dummy-proofing.&quot;\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.workato.com\/the-connector\/bot-building-experts\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Four Bot-Building Tips from the Experts Behind Workbot - 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