CFN Marketing Chatbot Conversations Skill

Version: 1.0.0 Status: Active Owner: CFN Marketing Team Last Updated: 2025-10-29

Overview

Manages chatbot conversations for lead qualification, demo scheduling, and human escalation using n8n workflow automation.

Purpose

Enable automated customer conversations through chatbot interfaces (Intercom, Drift) with BANT-based lead qualification, appointment scheduling, and seamless human handoff.

Use Cases

1. Lead Qualification: Score leads using BANT framework (60-point threshold)
2. Demo Scheduling: Book appointments based on qualified lead status
3. Human Escalation: Transfer complex conversations to human agents
4. Conversation Tracking: Retrieve and analyze conversation history
5. Real-time Engagement: Send context-aware messages (<2 seconds response time)

Operations

1. send-message.sh

Purpose: Send chatbot message to visitor

Parameters:

• --visitor-id (required): Unique visitor identifier
• --message (required): Message content
• --platform (required): Chatbot platform (intercom|drift)
• --context (optional): Conversation context JSON

Exit Codes:

• 0: Success
• 1: Validation error (missing parameters)
• 2: API error (network, authentication)
• 3: Platform error (visitor not found)

Example:

./operations/send-message.sh \
  --visitor-id "vis_12345" \
  --message "Hello! How can I help you today?" \
  --platform "intercom" \
  --context '{"page": "/pricing", "source": "website"}'

Response:

{
  "message_id": "msg_67890",
  "visitor_id": "vis_12345",
  "sent_at": "2025-10-29T14:30:00Z",
  "status": "delivered"
}

2. get-conversation-history.sh

Purpose: Retrieve conversation transcript

Parameters:

• --visitor-id (required): Unique visitor identifier
• --platform (required): Chatbot platform
• --limit (optional): Maximum messages to retrieve (default: 50)
• --since (optional): ISO 8601 timestamp for filtering

Exit Codes:

• 0: Success
• 1: Validation error
• 2: API error
• 3: Visitor not found

Example:

./operations/get-conversation-history.sh \
  --visitor-id "vis_12345" \
  --platform "intercom" \
  --limit 20

Response:

{
  "visitor_id": "vis_12345",
  "messages": [
    {
      "id": "msg_1",
      "sender": "bot",
      "text": "Hello! How can I help you today?",
      "timestamp": "2025-10-29T14:30:00Z"
    },
    {
      "id": "msg_2",
      "sender": "visitor",
      "text": "I need pricing information",
      "timestamp": "2025-10-29T14:31:00Z"
    }
  ],
  "total_messages": 12
}

3. qualify-lead.sh

Purpose: Score lead using BANT framework

Parameters:

• --visitor-id (required): Unique visitor identifier
• --budget (required): Budget indicator (0-40 points)
• --authority (required): Authority indicator (0-20 points)
• --need (required): Need indicator (0-20 points)
• --timeline (required): Timeline indicator (0-20 points)

BANT Scoring:

• Budget (40 points max): Financial capacity
  • 40: Budget confirmed and approved
  • 30: Budget range discussed
  • 20: Budget awareness shown
  • 10: Budget concerns mentioned
  • 0: No budget discussion
• Authority (20 points max): Decision-making power
  • 20: C-level or final decision maker
  • 15: Manager with approval authority
  • 10: Influencer in decision process
  • 5: Individual contributor
  • 0: Unknown authority level
• Need (20 points max): Problem severity
  • 20: Critical pain point identified
  • 15: Significant need expressed
  • 10: Moderate interest shown
  • 5: Exploratory discussion
  • 0: No clear need
• Timeline (20 points max): Purchase urgency
  • 20: Immediate need (within 1 month)
  • 15: Short-term (1-3 months)
  • 10: Medium-term (3-6 months)
  • 5: Long-term (6+ months)
  • 0: No timeline mentioned

Qualification Threshold: 60 points

Exit Codes:

• 0: Success (lead scored)
• 1: Validation error
• 2: API error
• 3: Visitor not found

Example:

./operations/qualify-lead.sh \
  --visitor-id "vis_12345" \
  --budget 30 \
  --authority 20 \
  --need 15 \
  --timeline 10

Response:

{
  "visitor_id": "vis_12345",
  "qualified": true,
  "score": 75,
  "tier": "MQL",
  "breakdown": {
    "budget": 30,
    "authority": 20,
    "need": 15,
    "timeline": 10
  },
  "recommendation": "Schedule demo immediately"
}

4. schedule-demo.sh

Purpose: Book demo appointment

Parameters:

• --visitor-id (required): Unique visitor identifier
• --email (required): Contact email
• --preferred-date (required): ISO 8601 date
• --timezone (required): IANA timezone (e.g., America/New_York)
• --notes (optional): Additional context

Exit Codes:

• 0: Success
• 1: Validation error
• 2: API error
• 3: No available slots

Example:

./operations/schedule-demo.sh \
  --visitor-id "vis_12345" \
  --email "contact@example.com" \
  --preferred-date "2025-11-05T14:00:00" \
  --timezone "America/New_York" \
  --notes "Interested in enterprise plan"

Response:

{
  "appointment_id": "apt_78901",
  "visitor_id": "vis_12345",
  "scheduled_at": "2025-11-05T14:00:00-05:00",
  "calendar_link": "https://calendly.com/demo/apt_78901",
  "confirmation_sent": true
}

5. transfer-to-human.sh

Purpose: Escalate conversation to human agent

Parameters:

• --visitor-id (required): Unique visitor identifier
• --platform (required): Chatbot platform
• --reason (required): Escalation reason
• --priority (optional): Priority level (low|medium|high, default: medium)

Exit Codes:

• 0: Success
• 1: Validation error
• 2: API error
• 3: No agents available

Example:

./operations/transfer-to-human.sh \
  --visitor-id "vis_12345" \
  --platform "intercom" \
  --reason "Complex pricing question" \
  --priority "high"

Response:

{
  "transfer_id": "trf_45678",
  "visitor_id": "vis_12345",
  "agent_id": "agt_111",
  "agent_name": "Sarah Johnson",
  "transferred_at": "2025-10-29T14:35:00Z",
  "eta_minutes": 2
}

Environment Variables

# Required
N8N_BASE_URL=https://n8n.example.com
N8N_API_KEY=n8n_api_key_xxx

# Platform-specific
INTERCOM_ACCESS_TOKEN=intercom_token_xxx
DRIFT_API_TOKEN=drift_token_xxx

Performance Requirements

• Message Delivery: <2 seconds
• Lead Qualification: <1 second (local calculation)
• History Retrieval: <3 seconds
• Demo Scheduling: <5 seconds
• Human Transfer: <2 seconds

Error Handling

All operations return standardized JSON error responses:

{
  "error": "Visitor not found",
  "code": "VISITOR_NOT_FOUND",
  "timestamp": "2025-10-29T14:30:00Z",
  "visitor_id": "vis_12345"
}

Integration Points

• n8n Workflows: Chatbot message webhook triggers
• CRM Systems: Lead qualification sync
• Calendar Systems: Demo scheduling (Calendly, Google Calendar)
• Support Platforms: Human transfer (Intercom, Drift)
• Analytics: Conversation tracking and scoring

Testing

# Test message sending
./operations/send-message.sh \
  --visitor-id "test_visitor" \
  --message "Test message" \
  --platform "intercom"

# Test BANT qualification
./operations/qualify-lead.sh \
  --visitor-id "test_visitor" \
  --budget 40 \
  --authority 20 \
  --need 20 \
  --timeline 15
# Expected: qualified=true, score=95, tier=MQL

# Test demo scheduling
./operations/schedule-demo.sh \
  --visitor-id "test_visitor" \
  --email "test@example.com" \
  --preferred-date "2025-11-01T10:00:00" \
  --timezone "America/Los_Angeles"

Maintenance

• Log Rotation: Conversation logs rotated daily
• Performance Monitoring: Response time alerts (<2 seconds)
• BANT Calibration: Review scoring threshold quarterly
• Platform Updates: Monitor Intercom/Drift API changes

Related Skills

• cfn-marketing-email-campaigns: Email follow-up for qualified leads
• cfn-marketing-sms-campaigns: SMS notifications for scheduled demos
• cfn-marketing-analytics-reporting: Conversation performance analytics
• cfn-marketing-crm-integration: Lead sync to CRM

References

• Intercom API Documentation
• Drift API Documentation
• BANT Framework Guide
• n8n Template #3558