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INTRODUCTION
Introduction
The research topic "Building an Automated Response System for Social Networks" focuses on creating a web application that enables users to efficiently manage and respond to a high volume of messages and comments on platforms like Facebook, Messenger, and WhatsApp This application allows for easy integration of these social media platforms and facilitates the development of custom bots that can automatically respond to user inquiries.
This research focuses on creating a centralized system that consolidates multiple social media platforms, enabling users to efficiently manage their messages and comments The system features a bot to automate responses, enhancing the management process By integrating these platforms and utilizing bot flows, the system improves user efficiency and responsiveness in handling communications.
This is a useful application for businesses, organizations, or individuals managing social media pages to quickly address customer questions, requests, or feedback in a professional and effective manner
To build this system, a combination of natural language processing techniques, artificial intelligence, and information technology is required to automatically analyze and respond to customer questions accurately and quickly
This topic is crucial for advancing artificial intelligence applications, particularly in natural language processing, and plays a significant role in the overall growth of the information technology industry.
Current Situation
The development of automated answering systems for social media is rapidly gaining traction, with numerous companies and organizations investing in solutions for platforms like Facebook, Messenger, WhatsApp, and Telegram This growing interest highlights the significant potential of automated responses in enhancing customer engagement and support.
Building an automatic answering system through social media encounters significant challenges, particularly in natural language processing The diverse features and structures of different languages complicate the analysis and interpretation of user queries.
2 understand the meaning of questions
Automatic answering systems must be regularly trained and updated to enhance answer quality and fulfill user needs This ongoing process demands significant investments in time, resources, and costs from companies and organizations aiming to implement these systems.
However, with the development of artificial intelligence and information technology, building an automatic answering system via social media will become easier and can help quickly meet the needs of users, while enhancing professionalism and efficiency in managing the social media pages of businesses and organizations.
Problem Definition
We can identify several problems that need to be addressed for the development of an automated answering system through social media:
• Users require an intuitive and modern web interface that allows them to easily create, configure, and design their bots without the need for extensive technical knowledge or programming skills
The system must enable seamless integration with major social media platforms like Facebook and Messenger, allowing bot staff to access their accounts and receive messages from users across various channels.
Users require a real-time dashboard and reporting system that offers insights into their bots' performance and activities This system should enable the monitoring of comments and messages associated with the bots, track engagement metrics, and identify trends and patterns effectively.
• The system should be capable of serving multiple users simultaneously, ensuring efficient and reliable performance even during high traffic periods.
Proposed Solution
Our solution enables users to efficiently manage messages and comments for their pages within the system By adding their page, users access a specialized interface designed for monitoring and responding to incoming communications.
Our system provides the flexibility for users to customize the bot specifically for their page, enabling personalized and automated responses to messages and comments
This allows users to tailor the bot's behavior to suit their page’s unique requirements using our user-friendly interface and they design their bot without requiring any technical knowledge
We provide a robust reporting system that delivers real-time updates on bot activity, offering users valuable insights into performance metrics This enables data-driven decisions to enhance page engagement and improve customer support.
Goals
Create a system that enables users to design and build bots that understand user intent and evaluate emotions in social media interactions These customizable bots can effectively respond to messages and comments on multiple social media platforms.
The system empowers users to effectively manage and monitor incoming messages and comments from their social media accounts It allows users to view, organize, and respond to these interactions directly within the platform, fostering efficient communication and enhancing user engagement.
Technology
The technologies used in the project include:
Scope
To meet the requirements of the project, we have identified the following scopes:
• Develop a connector to seamlessly integrate popular platforms such as Facebook and Messenger
• Enable users to manage their social media accounts within the system
• Implement advanced artificial intelligence algorithms to analyze the intent and sentiment of messages and comments
• Design and develop a chatbot capable of automated message responses
• Train the chatbot to understand user queries and provide relevant and timely answers
• Create a user-friendly web application that user feel comfortable when using
• Provide a centralized platform for user to view statistics and manage message queues
• Enable manual handling of negative messages, ensuring appropriate responses
• Empower users to design and create their own customized flows for bot within the system
• Allow users to optimize interactions with their social media audience through tailored flows
APPLICATION & TECHNOLOGIES REVIEW
Application review
Fchat is a software application designed for managers looking to integrate chatbots into their fan pages, providing automated assistance for business operations and customer care With the rapidly changing technology landscape and varying user demands, Fchat has introduced a variety of features to streamline customer needs effectively.
Creating a chatbot has traditionally been a challenge due to the need for coding skills, which can be daunting for many Additionally, coding alone does not ensure the creation of a perfect chatbot Fchat addresses these issues by offering support to users regardless of their programming expertise, enabling everyone to build their own chatbots with ease.
Fchat specializes in simplifying the creation of chatbots for Facebook Messenger, serving as a vital connection for businesses to maintain seamless, 24/7 interactions with their customers By effectively linking businesses with their target audience, Fchat enhances customer satisfaction and optimizes business operations.
With Flow in Fchat, users can design conversations that perfectly align with their business and customer care requirements
Figure 2.2 Configure the flow in Fchat screen
The Flow feature of Fchat streamlines the design of chatbot conversation flows, enabling users to efficiently create and customize their interactions This user-friendly tool empowers individuals, even those without coding expertise, to craft personalized and engaging chatbot experiences With its intuitive interface, users can effortlessly build conversations without the need for complex coding.
Fchat is a powerful software application that enables users to easily create and manage chatbots Its user-friendly interface allows individuals to design and customize chatbot conversation flows without any coding skills, making it accessible for users of all levels This feature facilitates the creation of personalized and seamless customer experiences across multiple channels.
Fchat's integration with various social media platforms is a significant advantage, allowing users to collect and utilize valuable insights to improve their chatbots This connectivity expands business reach, facilitating customer engagement on their preferred platforms.
Fchat's intuitive drag-and-drop feature enhances accessibility, allowing users to easily create and adjust chatbot interactions This user-friendly platform caters to individuals with varying technical skills, enabling everyone to efficiently adapt and improve their chatbot's performance.
Fchat offers 24/7 customer interaction, especially on platforms such as Facebook Messenger, which boosts customer satisfaction and engagement by allowing businesses to quickly respond to inquiries and provide support at any time By automating these interactions, Fchat enhances process efficiency and overall operational effectiveness.
In summary, Fchat is an exceptional tool that streamlines the process of creating chatbots, integrates effortlessly with social media platforms, and enables businesses to automate customer interactions efficiently With its intuitive interface, customizable features, and round-the-clock availability, Fchat significantly enhances customer satisfaction and optimizes business operations.
ManyChat is a leading platform for creating and managing chatbots, providing exceptional features that enhance customer engagement and optimize marketing efforts Its intuitive interface enables users to easily design chatbot flows and conversations without any coding skills, facilitating the development of personalized interactions and automated responses Additionally, ManyChat integrates smoothly with various social media platforms, ensuring effective communication with customers.
ManyChat stands out with its robust features, including audience segmentation that allows users to target specific groups and send personalized messages for greater effectiveness Its broadcast messaging capabilities facilitate the efficient communication of messages to a broad audience, ensuring consistency Furthermore, ManyChat offers in-depth analytics, providing users with valuable insights into customer interactions to enhance their chatbot strategies.
Unlock the power of ManyChat to transform your customer connections and elevate your marketing strategy By creating your own chatbots with this innovative platform, you can enter a new era of chatbot marketing Discover the potential of ManyChat today and witness its significant impact on customer engagement and marketing success.
Figure 2.3 ManyChat view conversations and channels screen
Configuring flows in ManyChat is a straightforward process that allows you to design dynamic and interactive chatbot conversations
Figure 2.4 Configure flow of ManyChat screen
You can drag and drop different elements to construct your chatbot flow using the intuitive visual interface These elements include messages, actions, conditions, and more
You can customize the flow by adding text, images, buttons, and quick replies to create a conversational and user-friendly experience
With Manychat's Flow Builder, you can create branching options based on user responses, set up automated actions, and personalize interactions based on specific conditions
ManyChat is an exceptional platform that offers a comprehensive set of features, enabling users to fully harness the power of chatbots for their businesses One of the standout features is the intuitive flow builder, which allows users to effortlessly design and customize conversational flows by simply dragging and dropping elements such as messages, actions, and conditions This feature gives users the flexibility to create dynamic and engaging chatbot experiences tailored to their specific business needs
ManyChat's integration capabilities stand out, allowing seamless connections with popular messaging platforms This versatility enables businesses to engage with customers across various channels, ensuring they reach their target audience effectively and enhancing overall communication.
ManyChat's broadcast messaging functionality allows users to effortlessly send messages to their chatbot subscribers, making it an effective tool for businesses to communicate important announcements, promotions, and updates to a large audience efficiently.
Technologies
ReactJS is a widely-used JavaScript library for developing user interfaces, particularly in web development for creating dynamic and interactive applications It employs a component-based architecture, allowing the UI to be segmented into reusable components.
The basic structure of a ReactJS application typically consists of the following components:
• Components: Reusable and independent units that encapsulate logic, state, and rendering [4]
• JSX: A syntax extension for writing HTML-like code within JavaScript, simplifying component creation and composition [4]
• Virtual DOM: A lightweight copy of the actual DOM used for efficient updates and rendering optimization [4]
• Unidirectional Data Flow: Data flows from parent components to child components through props, enabling easier state management and debugging
• State Management: Components can have local state that triggers automatic re-rendering upon changes [4]
• Lifecycle Methods: Class components have methods for executing code at specific stages of the component's lifecycle [4]
• Reconciliation: ReactJS optimizes UI updates by identifying minimal changes needed to update the virtual DOM and real DOM [4]
ReactJS offers several key features that make it a preferred choice for building user interfaces:
• Modular structure: Developers can divide applications into reusable components, simplifying maintenance, testing, and code reuse [4]
• Efficient rendering with virtual DOM: ReactJS employs a virtual DOM, reducing actual DOM updates for improved performance and smoother user experience [6]
• Declarative syntax: Developers describe UI appearance based on its state, allowing React to handle updates This simplifies development, enhances code predictability, and improves code comprehension [4]
• One-way data flow: Data flows unidirectionally from parent to child components, enhancing understanding, preventing side effects, and increasing predictability [6]
• Large ecosystem and community: ReactJS has a vast ecosystem with abundant resources, tools, libraries, and community support This promotes collaboration, code sharing, problem-solving, and staying updated with trends
• Performance optimization: ReactJS offers features like lazy loading, code splitting, and server-side rendering, optimizing performance by reducing load times, bandwidth usage, and enhancing user experience [6]
NestJS is a robust and scalable backend framework designed for server-side applications Built on Node.js, it utilizes TypeScript, a statically-typed superset of JavaScript, to enhance the development experience.
The basic structure of a NestJS application typically follows a modular approach Here's a simplified overview of the key components:
• Module: Groups related components, controllers, services, and files together with a defined purpose [3]
• Controller: Handles incoming requests, routing, and defines endpoints
• Service: Contains the business logic, handles data operations, and interacts with databases or external APIs [3]
• Provider: Injected classes used in controllers or services for dependency injection [3]
• Middleware: Intercepts requests and responses globally or for specific routes, performing tasks like logging or authentication [3]
• Exception Filter: Catches and handles exceptions, allowing customization of error responses or additional actions [3]
• Pipe: Transforms and validates data for request payloads, response bodies, or specific parameters [3]
• Interceptor: Intercepts incoming requests and outgoing responses, enabling data modification or additional actions [3]
• Guard: Handles authentication and authorization, restricting access to routes or performing pre-request checks [3]
• DTO: Defines the structure of data being transferred between different layers of the application [3]
• Configuration: Handles application configuration using techniques such as environment variables or configuration files [3]
NestJS offers several key features that make it a popular choice for building scalable and maintainable server-side applications:
• TypeScript support: NestJS uses TypeScript for static typing, enhanced tooling, and improved code maintainability [3]
• Modular and scalable architecture: NestJS adopts a modular and organized architectural pattern inspired by Angular, allowing developers to divide applications into reusable modules for easier management and scalability
• Dependency injection (DI): NestJS utilizes dependency injection to manage component dependencies, enhancing code reusability, testability, and maintainability [3]
• Powerful CLI: NestJS provides a command-line interface (CLI) automating common tasks and enforcing best practices, streamlining the development process [5]
• Middleware and interceptors: NestJS offers middleware and interceptors for adding cross-cutting concerns like logging, error handling, authentication, and authorization, promoting code separation and reuse [3]
• Extensive ecosystem: NestJS has a vibrant ecosystem with community- contributed modules covering areas like database integration, authentication, caching, and logging, enabling developers to leverage existing solutions [5]
• Compatibility with Express.js: NestJS is built on top of Express.js, allowing developers to leverage the Express ecosystem, middleware, and knowledge while benefiting from NestJS features and structure [3]
Express.js is a fast and minimalistic web application framework for Node.js It provides a simple and flexible way to build web applications and APIs
The basic structure of an Express.js application typically includes the following components:
• Package.json: This file contains metadata about the project and its dependencies It lists the required Node.js modules and their versions [1]
• Entry point: A JavaScript file (e.g., app.js or index.js) that creates the Express application instance and defines its configuration [1]
• Dependencies: Required modules for Express.js, such as express and http, along with other modules based on specific application requirements [1]
• Routes: Define application endpoints and their corresponding request handlers Routes can be organized in separate files or directories for better organization [1]
• Middleware: Functions that handle tasks like request body parsing, authentication, logging, error handling, etc Middleware can be applied globally or to specific routes [1]
• Static files: Express.js can serve static files (JavaScript, images) directly to clients using the express.static() middleware [1]
• Error handling: Express.js provides middleware for catching errors and responding with appropriate error messages or pages Typically defined after routes and other middleware [1]
Express.js is a popular web application framework for Node.js, and it is used for several reasons:
• Simplicity and minimalism: Express.js is straightforward and unopinionated, allowing developers to build web applications quickly and efficiently
• Flexibility: It offers a high level of flexibility, giving developers the freedom to structure their applications according to their specific needs
• Middleware support: Express.js has excellent middleware support, enabling the addition of functionality for request processing, such as authentication and error handling
• Routing: It provides a robust routing system, allowing developers to handle different endpoints and define dynamic routes easily
• Extensibility and integration: Express.js can be easily extended with third- party modules and integrates well with other Node.js libraries and tools
• Community and ecosystem: It benefits from a large and active community, providing abundant resources, tutorials, and a rich ecosystem of middleware and extensions
• Performance: It’s lightweight, optimized for handling concurrent requests efficiently, suitable for building scalable and performant web applications
FastAPI is a modern, high-performance web framework for building APIs with Python It is designed to be fast, easy to use, and highly productive
FastAPI utilizes Python type hints and asynchronous programming to deliver an efficient and user-friendly development experience Built on the high-performance asynchronous web framework Starlette, it takes advantage of its performance optimizations.
The basic structure of a FastAPI application typically includes the following components:
• Main file: The main file (e.g., main.py or app.py) serves as the entry point It imports modules, creates a FastAPI instance, and defines API routes [2]
• Routes: Path operations decorated with HTTP method decorators (@app.get,
@app.post) handle incoming requests and define API routes [2]
• Models: Pydantic models validate and serialize data They define the structure and types of request bodies and can also specify response models [2]
• Dependencies: Dependency injection manages dependencies for code reusability Dependencies can be declared as function parameters or with
• Authentication and authorization: FastAPI supports authentication methods like OAuth2 and JWT Authorization can be implemented using role-based access control or custom logic [2]
• Middleware: Middleware functions intercept and modify requests and responses for tasks like logging, error handling, or transformations [2]
• Background tasks: Asynchronous background tasks can be defined
16 separately and scheduled to run concurrently with route handlers [2]
FastAPI is a high-performance web framework for building APIs with Python, favored by many developers due to its modern features and numerous advantages.
• High performance: FastAPI utilizes the asynchronous framework Starlette to achieve impressive performance benchmarks, making it ideal for handling high traffic loads with low latency responses
• Easy and intuitive: FastAPI offers a clean and intuitive API for defining routes, models, and validation rules, enhancing developer productivity It also automatically generates interactive API documentation
• Type annotations and validation: FastAPI utilizes Python 3.7+ type hints for static type checking, autocompletion, and runtime data validation, ensuring well-documented and error-free APIs
• Asynchronous support: FastAPI fully supports asynchronous programming, allowing developers to handle concurrent requests efficiently, particularly beneficial for I/O-bound tasks
• Automatic serialization and deserialization: FastAPI automatically handles data serialization and deserialization, simplifying the development process by converting JSON data to Python models and vice versa
• Extensibility: FastAPI is highly extensible, supporting middleware and offering a plugin ecosystem for seamless integration with other Python libraries and frameworks
• Scalability: FastAPI is designed for scalability, supporting asynchronous request handling, efficient resource utilization, and horizontal scaling for high- performance APIs
PostgreSQL is a powerful, open-source object-relational database management system (DBMS) that excels in managing large data volumes while ensuring high performance and reliability Its name combines "Postgres," referencing an earlier version of the software, and "SQL," which stands for Structured Query Language.
A PostgreSQL database consists of multiple components that work together to store, organize, and manipulate data Here are the basic structures of a PostgreSQL database:
• Database cluster: A collection of databases managed by a single PostgreSQL server process It stores data files, configuration files, and transaction logs
• Databases: Independent containers within a cluster that store tables, views, functions, and other objects They provide logical separation for different applications or users
• Tables: Structured data storage units within a database They have defined schemas with columns and data types Rows represent individual records, and columns represent attributes
• Schemas: Containers for organizing database objects within a database They help manage objects by providing namespaces and avoiding naming conflicts
• Views: Virtual tables derived from one or more tables, providing a customized and simplified view of the data They can be used for security, data abstraction, or simplifying complex queries
• Indexes: Data structures that improve query performance by enabling faster data retrieval They store a sorted copy of indexed data for efficient record location
• Constraints: Rules defined on tables to enforce data integrity and consistency
Examples include primary key, foreign key, unique, and check constraints
• Functions and procedures: Custom functions and procedures defined using
SQL or other programming languages They encapsulate reusable logic for performing operations on the data
Triggers are specialized functions that are automatically activated in response to specific database events such as INSERT, UPDATE, or DELETE operations They play a crucial role in enforcing business rules, validating data, and initiating actions based on predefined conditions.
There are several reasons why PostgreSQL is a choice for a database management system:
• Reliability and stability: PostgreSQL is highly reliable and stable, with features like transactional integrity, crash recovery, and data consistency [7]
• Advanced features: PostgreSQL offers advanced capabilities for complex applications, including complex queries, indexing, full-text search, JSON storage, and custom data types and functions [7]
• Data integrity and ACID compliance: PostgreSQL follows the ACID
(Atomicity, Consistency, Isolation, Durability) principles, which ensure data integrity through ACID principles and supports transactions for consistency and prevention of data corruption [7]
• Scalability and performance: PostgreSQL is designed for handling large data and high workloads, with optimization techniques like query optimization and parallel execution [7]
• Open source and community support: PostgreSQL is open-source, continuously developed, and has a vibrant community providing resources, extensions, and plugins [7]
• Cross-platform compatibility: PostgreSQL is compatible with Windows,
Linux, and macOS, allowing deployment across different platforms [7]
• Integration and interoperability: PostgreSQL supports standard SQL, integrates with programming languages and frameworks, and facilitates data interchange in various formats [7]
SYSTEM SPECIFICATION
Functional Requirements
To meet the requirements of users, the system has been designed to include the following main features:
The admin must possess the authority to manage permissions and roles within the system, including the ability to update information for users with admin roles Additionally, the system should enable the admin to activate or deactivate user accounts and configure various system settings A user-friendly interface is essential for efficient user management, and there should also be options available for creating additional admin accounts.
The system must support various social media platforms to meet the owner's diverse commercial and advertising needs, allowing for the design and customization of bots A centralized dashboard should enable the owner to monitor all incoming chat messages and comments, along with the ability to review interaction histories with individual users Additionally, the system should provide notifications for high-priority messages and offer an overview of incoming communications, including a "hot queue" percentage for each social network Furthermore, the manager should be able to respond directly to user messages and comments through the system's interface.
20 o The system should provide the owner manage the employee which they have added before
A manager must have access to multiple social media platforms and the ability to modify or update the bot They should be capable of responding to user messages and comments directly within the system's interface, while also having the functionality to view chat messages and comments Additionally, the system should enable managers to monitor and track the status and progress of ongoing conversations effectively.
Supporters must have access to various social media platforms and the ability to respond to user messages and comments directly within the system's interface The system should enable supporters to view chat messages and comments, as well as track and monitor the status and progress of ongoing conversations Additionally, it is essential for the system to synchronize supporter responses with social media platforms.
The Social Listening system includes the following user roles:
• Unauthorized User: The user can register, and log in to the account to be able to access the application system
• Admin: The user with the highest level of system management authority
• Owner: The user with the authority to register and connect social media pages to the system
• Manager: The user added by the Owner to assist with social media management tasks
• Supporter: The user added by the Owner to assist with other work tasks
Main Use Cases Use Case #
Unauthorized users can log in with roles
Connect social tab SocialListening_UC_03
Disconnect social tab SocialListening_UC_04
Add manager/supporter SocialListening_UC_05
Update manager/supporter SocialListening_UC_06
Delete manager/supporter SocialListening_UC_07
Active manager/supporter SocialListening_UC_08
Deactive manager/supporter SocialListening_UC_09
View detailed manager/supporter SocialListening_UC_10
View all managers/supporters SocialListening_UC_11
Assign user to social tab SocialListening_UC_12
Unassign user from social tab SocialListening_UC_13
Update user's role in social tab SocialListening_UC_14
View all users in social tab SocialListening_UC_15
View all reports SocialListening_UC_16
View the detailed social tab SocialListening_UC_17
View all social tabs SocialListening_UC_18
View detailed workflow SocialListening_UC_25
View all workflows SocialListening_UC_26
View detailed bot SocialListening_UC_30
View all bots SocialListening_UC_31
Create bot intent SocialListening_UC_32
Update bot intent SocialListening_UC_33
Delete bot intent SocialListening_UC_34
View detailed bot intent SocialListening_UC_35
View all bot intents SocialListening_UC_36
View all comments SocialListening_UC_38
Respond chat message SocialListening_UC_39
View all chat messages SocialListening_UC_40
Create admin account SocialListening_UC_41
Delete user account SocialListening_UC_42
Activate user account SocialListening_UC_43
Deactivate user account SocialListening_UC_44
View detailed user account SocialListening_UC_45
View all user accounts SocialListening_UC_46
View all permissions SocialListening_UC_49
View all roles SocialListening_UC_50
Configure setting system SocialListening_UC_51
Table 3.1 Social Listening use case table
Figure 3.1 Social Listening use case diagram
Figure 3.2 Use case log in
Use Case No SocialListening_UC_01 Use Case
Use Case Name Log in
• The Unauthorized User can login to the system in one defined role
• To allow the user to securely log in to the system and access their account
• The Unauthorized User attempts to log in to the system
• The Unauthorized User must fill the username and password
• The Unauthorized User has a valid account
• The Unauthorized User has a stable internet connection
• Success: o The Unauthorized User is authenticated and granted access to their account o The Unauthorized User is redirected to their account page
• Fail: o The Unauthorized User can’t login to the system
No Actor Action System Response
1 The Unauthorized User enters their username and password and click login button
The system verifies the user's credentials
The system authenticates the Unauthorized User and grants access to account of user
The system redirects the Unauthorized User to account page of user
No Actor Action System Response
1 The Unauthorized User clicks on the "forgot password?" link
The system prompts the user to enter their email address
The system sends an email to the user with a link to reset their password
No Actor Action System Response
1 The Unauthorized User entered wrong username or password
The system detects that the username or password is incorrect
The system notifies the user of the error
Table 3.2 Login use case specification
Use Case No SocialListening_UC_02 Use Case
• The Unauthorized User can register an account and become an authorized user with defined roles in the system
• To allow the user to securely register an account in the system
• The Unauthorized User attempts to register an account in the system
• The Unauthorized User has stable internet connection
The Unauthorized User successfully registers an account in the system, leading to the creation of an account with the provided information As a result, the Unauthorized User transitions to an authorized user, gaining defined roles within the system.
• Fail: o The Unauthorized User fails to register an account in the system o The system rejects the registration request o The Unauthorized User is notified of the failure
No Actor Action System Response
1 The Unauthorized User clicks on the "Register here" The system displays the registration form
2 The Unauthorized User fills out the required fields, including username, password and repeat password The
Unauthorized User clicks on register button
The system verifies the Unauthorized User’s information and creates a new account
The system authenticates the new user and grants them access to their account
The system redirects the user to their account page
• The email provided by the user is already associated with an existing account in the system
No Actor Action System Response
1 The Unauthorized User entered already associated email with an existing account in the system
The system throws an exception and notifies the user that the email they provided is already associated with an existing account
Table 3.3 Register use case specification
Figure 3.4 Use case create workflow
Use Case No SocialListening_UC_19 Use Case
Use Case Name Create workflow
• The Owner or the Manager can create a new workflow for the automatic response system
• To allow the Owner or the Manager to create a new workflow for the automatic response system
• The Owner or the Manager clicks create a new workflow
• The Owner or the Manager is logged into the system
• The Owner or the Manager has the necessary permissions to create workflows
• Success: o The new workflow is created and added to the system
• Fail: o The workflow creation process is unsuccessful
No Actor Action System Response
1 The Owner or the Manager click button create a new workflow The system pop-up modal to fill information creation for workflow
2 The Owner or the Manager click save information after they fill the information for workflow
The system redirects to the design workflow screen to let them create a workflow
No Actor Action System Response
1 The Owner or the Manager click button create a new workflow
The system pop-up modal to fill information creation for workflow
2 The Owner or the Manager chooses to cancel the create
The system cancels the create and pop-down modal
No Actor Action System Response
1 The Owner or the Manager fails to provide a information for the workflow
The system displays an error message
Table 3.4 Create workflow use case specification
Figure 3.5 Use case update workflow
Use Case No SocialListening_UC_21 Use Case
Use Case Name Update workflow
• The Owner or the Manager update the information workflow in the system
• To modify the information existing workflow in the system
• The Owner or the Manager selects a workflow necessitates updating in list workflow
• The Owner or the Manager is logged into the system
• The Owner or the Manager has the necessary permissions to update the workflow
• An existing workflow exists in the system
• Success: o The selected workflow is updated information with the new changes
• Fail: o The workflow update process is unsuccessful
No Actor Action System Response
1 The Owner or the Manager selects to edit button a workflow
The system displays the current details and settings of the selected workflow
2 The Owner or the Manager modifies information of the workflow
The Owner or the Manager clicks save button
The system validates the updated information
If the information is valid, the system updates the workflow with the new changes
The system notifies the Owner or the Manager that the workflow update is successful
No Actor Action System Response
1 The Owner or the Manager selects to edit button a workflow
The system displays the current details and settings of the selected workflow
2 The Owner or the Manager selects to cancel the update
The system cancels the update and returns the Owner or the Manager to the previous screen
No Actor Action System Response
1 The Owner or the Manager selects the workflow that is faulty or does not exist in the system
The system displays an error message
No Actor Action System Response
1 The Owner or the Manager fails to provide valid information for any required field
The system displays an error message
Table 3.5 Update workflow use case specification
Figure 3.6 Use case configure workflow
Use Case No SocialListening_UC_20 Use Case
Use Case Name Configure workflow
• The Owner or the Manager configures the workflow in the system
• To customize the workflow by adding specific actions to enhance the automated response system
• The Owner or the Manager initiates the process to configure the workflow
• The Owner or the Manager is logged into the system
• The Owner or the Manager has the necessary permissions to configure the workflow
• An existing workflow exists in the system
• Success: o The workflow is successfully configured with the specified actions
• Fail: o The workflow cannot be configured
No Actor Action System Response
1 The Owner or the Manager selects workflow to accesses the configuration settings
The system presents the available options for configuring the workflow
2 The Owner or the Manager selects the desired actions to include in the workflow, such as sentiment analysis, notifying an agent, and responding to
The system validates the configuration for correctness and completeness
The system updates the workflow with the newly configured actions
34 messages/ comments for the user
The owner sets the parameters and preferences for each selected action, if applicable
The owner saves the configuration changes
The system notifies the owner that the configuration process is successful
No Actor Action System Response
1 The Owner or the Manager selects workflow to accesses the configuration settings
The system presents the available options for configuring the workflow
2 The Owner or the Manager decides not to make any changes
The Owner or the Manager clicks exit button to cancel the configuration
The system returns to the previous state, and the workflow remains unchanged
No Actor Action System Response
1 The Owner or the Manager selects the workflow that is faulty or does not exist in the system
The system displays an error message
Table 3.6 Configure workflow use case specification
Figure 3.7 Use case delete workflow
Use Case No SocialListening_UC_22 Use Case
Use Case Name Delete workflow
• The Owner or the Manager delete workflow in the system
• To allow the Owner or the Manager to delete an existing workflow in the system
• The Owner or the Manager selects a delete workflow in list workflow
• The Owner or the Manager is logged into the system
• The Owner or the Manager has the necessary permissions to delete workflow
• An existing workflow exists in the system
• Success: o The selected workflow is deleted from the system
• Fail: o The workflow deletion process is unsuccessful
No Actor Action System Response
1 The Owner or the Manager selects the workflow to be deleted
The system prompts the Owner or the Manager for confirmation before proceeding with the deletion
2 The Owner or the Manager confirms the deletion
The system deletes the selected workflow from the system
The system notifies the Owner or the Manager that the workflow deletion is successful
No Actor Action System Response
1 The Owner or the Manager selects the workflow to be deleted
The system prompts the Owner or the Manager for confirmation before proceeding with the deletion
2 The Owner or the Manager chooses to cancel button in confirm modal
The system cancels the deletion and pop-down confirm modal
• Workflow faulty or not found
No Actor Action System Response
1 The Owner or the Manager selects the workflow that is faulty or does not exist in the system
The system displays an error message
Table 3.7 Delete workflow use case specification
3.1.2.4.7 Use case view detailed workflow
Figure 3.8 Use case view detailed workflow
Use Case No SocialListening_UC_25 Use Case
Use Case Name View detailed workflow
• The Owner or the Manager view the details and configurations of workflow in the system
• To allow the Owner or the Manager to view the details and configurations of workflow in the system
• The Owner or the Manager selects a workflow in list workflow
• The Owner or the Manager is logged into the system
• The Owner or the Manager has the necessary permissions to view workflow
• An existing workflow exists in the system
• Success: o The selected workflow has successfully viewed the selected workflow
• Fail: o The workflow is not view
No Actor Action System Response
1 The Owner or the Manager selects a workflow to view The system displays the details and configurations of the selected workflow
• Workflow faulty or not found
No Actor Action System Response
1 The Owner or the Manager selects the workflow that is faulty or does not exist in the system
The system displays an error message
Table 3.8 View detailed workflow use case specification
3.1.2.4.8 Use case view all workflows
Figure 3.9 Use case view all workflows
Use Case No SocialListening_UC_26 Use Case
Use Case Name View all workflows
• The Owner or the Manager view all workflows in the system
• To allow the Owner or the Manager to view all workflows in the system
• The Owner or the Manager redirect to Design Bot Flow screen
• The Owner or the Manager is logged into the system
• The Owner or the Manager has the necessary permissions to view all the workflows
• An existing workflow exists in the system
• Success: o The Owner or the Manager has successfully viewed all the workflows
• Fail: o The list workflows is not view
No Actor Action System Response
1 The Owner or the Manager redirect to Design Bot Flow screen
The system retrieves a list of all existing workflows
The system presents the list of workflows to the Owner or the Manager, displaying their names or other relevant information
Table 3.9 View all workflows use case specification
3.1.2.4.9 Use case active user account
Figure 3.10 Use case active user account
Use Case No SocialListening_UC_43 Use Case
Use Case Name Active user account
• The Admin activates a user account in the system
• To enable a user account and grant access to the system
• The Admin selects to activate a user account
• The user account exists in the system
• The user account is currently inactive
• Success: o The user account is activated and can log into the system o The user can access their account and perform system functions
• Fail: o The user account activated failed
No Actor Action System Response
1 The Admin selects the specific user account to activate
The Admin clicks the activate button to activate a user account
The system verifies that the selected user account is inactive
The system activates the user account
The system notifies the Admin that the account has been successfully activated
No Actor Action System Response
1 The Admin selects an invalid or already active user account
The system notifies the Admin and prompts them to choose a valid inactive user account
Table 3.10 Active user account use case specification
3.1.2.4.10 Use case deactive user account
Figure 3.11 Use case deactive user account
Use Case No SocialListening_UC_44 Use Case
Use Case Name Deactive user account
• The Admin deactivates a user account in the system
• To disable a user account and revoke access to the system
• The Admin selects to deactivate a user account
• The user account exists in the system
• The user account is currently active
• Success: o The user account is deactivated and can no longer log into the system o The user cannot access their account or perform system functions
• Fail: o The user account deactivated failed
No Actor Action System Response
1 The Admin selects the specific user account to deactivate
The Admin clicks the deactivate button to deactivate a user account
The system verifies that the selected user account is active
The system deactivates the user account
The system notifies the Admin that the account has been successfully deactivated
No Actor Action System Response
1 The Admin selects an invalid or already inactive user account
The system notifies the Admin and prompts them to choose a valid active user account
Table 3.11 Deactive user account use case specification
Figure 3.12 Use case create bot
Use Case No SocialListening_UC_27 Use Case
Use Case Name Create bot
• The Owner or the Manager creates a new bot in the system to handle intent recognition for receiving and responding
• To set up a new bot with customized configurations for intent recognition and response handling
• The Owner or the Manager selects to create a new bot for the system
• The Owner or the Manager is logged into the system
• The Owner or the Manager has the necessary permissions to create a bot
• Success: o A new bot is successfully created and added to the system
• Fail: o The bot creation process fails due to missing or invalid information
44 o The bot is not created or added to the system
No Actor Action System Response
1 The Owner or the Manager accesses the bot creation feature in the system
The system presents a form to input bot details
2 The Owner or the Manager provides a name for the new bot
The Owner or the Manager clicks save button
The system verifies the submitted information and successfully generates a new bot, subsequently notifying the Owner or Manager of its successful creation and integration into the system.
No Actor Action System Response
1 The Owner or the Manager accesses the intent creation feature in the system
The system presents a form to input bot details
2 The Owner or the Manager decides not to proceed with creating a new bot
The Owner or the Manager cancels the bot creation
The system returns to the previous state, and no new bot is created
No Actor Action System Response
1 The Owner or the Manager fails to provide required bot details
The system prompts the Owner or the Manager to fill in the missing information before saving
No Actor Action System Response
1 The Owner or the Manager entered already bot name in the system
The system detects that a bot with the same name already exists in the system
Table 3.12 Create bot use case specification
Figure 3.13 Use case delete bot
Use Case No SocialListening_UC_29 Use Case
Use Case Name Delete bot
• The Owner or the Manager deletes a bot from the deletes
• To remove a bot from the system and cease its automated response capabilities
• The Owner or the Manager selects to delete a bot for the system
• The Owner or the Manager is logged into the system
• The Owner or the Manager has the necessary permissions to delete a bot
• The bot to be deleted exists in the system
• Success: o The bot is successfully deleted from the system
• Fail: o The bot cannot be deleted due to an error or invalid request
No Actor Action System Response
1 The Owner or the Manager selects the bot they want to delete
The system prompts for confirmation to ensure the Owner or the Manager of intention to delete the bot
2 The Owner or the Manager confirms the deletion
The system removes the bot from the system, including its associated settings and data
The system notifies the Owner or the Manager that the deletion process is successful
No Actor Action System Response
1 The Owner or the Manager selects the bot that is faulty or does not exist in the system
The system detects that the selected bot does not exist or is not accessible to the Owner or the Manager
The system displays an error message to the Owner or the Manager
Table 3.13 Delete bot use case specification
3.1.2.4.13 Use case create bot intent
Figure 3.14 Use case create bot intent
Use Case No SocialListening_UC_32 Use Case Version 1.0 Use Case Name Create bot intent
• The Owner or the Manager creates a new intent in the system to define a specific purpose or meaning for incoming messages or comments
• To enhance the system's ability to accurately interpret and respond to user interactions
• The Owner or the Manager initiates the process to create a new intent and added to the bot in the system
• The Owner or the Manager is logged into the system
• The Owner or the Manager has appropriate privileges to create intents
• Success: o The new intent is successfully created and added to the bot in the system
• Fail: o The intent creation fails due to an error or invalid request
No Actor Action System Response
1 The Owner or the Manager accesses the intent creation feature in the system
The system presents a form to input the details of the new intent
2 The Owner or the Manager provides information for the intent such as name, description, priority, defines example phrases or sentences that represent the intent
The system validates the input and checks for any conflicts or errors The system adds the new intent to the system's intent repository
The Owner or the Manager saves the intent
The system notifies the Owner or the Manager that the intent creation process is successful
• Import file example phrases or sentences
No Actor Action System Response
1 The Owner or the Manager accesses the intent creation feature in the system
The system presents a form to input the details of the new intent
2 The Owner or the Manager provides information for the intent such as name, description, priority
The Owner or the Manager selects the import example phrases or sentences option
The Owner or the Manager prepares a file containing the intent data in a supported format (.xlsx,
The Owner or the Manager uploads the file to the system
The system validates the file format and data integrity
The system extracts the intent information from the file
The system adds the intents to the system's intent repository
The system notifies the Owner or the Manager that the intent import process is successful
No Actor Action System Response
1 The Owner or the Manager accesses the intent creation feature in the system
The system presents a form to input the details of the new intent
2 The Owner or the Manager decides not to proceed with creating a new intent
The Owner or the Manager cancels the intent creation
The system returns to the previous state, and no new intent is created
No Actor Action System Response
1 The Owner or the Manager uploaded file has an unsupported format
The system detects that the uploaded file has an unsupported format
The system displays an error message to the Owner or the Manager, indicating the unsupported format
No Actor Action System Response
1 The Owner or the Manager fails to provide required intent details
The system detects invalid or missing information in the intent creation form
The system displays an error message to the Owner or the Manager, indicating the cause of the error
No Actor Action System Response
1 The Owner or the Manager entered already intent name in the system
The system identifies that the intent name already exist in the system The system displays an error message to the Owner or the Manager, indicating the conflict or duplicate
Table 3.14 Create bot intent use case specification
3.1.2.4.14 Use case update bot intent
Figure 3.15 Use case update bot intent
Use Case No SocialListening_UC_33 Use Case Version 1.0 Use Case Name Update bot intent
• The Owner or the Manager updates an existing intent in the system
• To modify the information existing intent in the system
• The Owner or the Manager initiates the process to update an intent in the system
• The Owner or the Manager is logged into the system
• The Owner or the Manager has the necessary permissions to update the intent
• An existing intent exists in the system
• Success: o The intent is successfully updated with the modified information
• Fail: o The intent update fails due to an error or invalid request
No Actor Action System Response
1 The Owner or the Manager accesses the intent management section in the system
The Owner or the Manager selects the intent to update
The system presents a form with the current details of the selected intent
2 The Owner or the Manager modifies information for the intent such as name, description, priority, defines example phrases or sentences that represent the intent
The Owner or the Manager saves the updated intent
The system validates the modified information and checks for any conflicts or errors
The system updates the intent in the system's intent repository
The system notifies the Owner/ Manager that the intent update is successful
• Import file example phrases or sentences
No Actor Action System Response
1 The Owner or the Manager accesses the intent management section in the system
The Owner or the Manager selects the intent to update
The system presents a form with the current details of the selected intent
2 The Owner or the Manager modifies information for the intent such as name, description, priority
The Owner or the Manager selects the import example phrases or sentences option
The Owner or the Manager prepares a file containing the intent data in a supported format (.xlsx,
The Owner or the Manager uploads the file to the system
The system validates the modified information and checks for any conflicts or errors
The system updates the intent in the system's intent repository
The system notifies the Owner/ Manager that the intent update is successful
No Actor Action System Response
1 The Owner or the Manager accesses the intent management section in the system
The Owner or the Manager selects the intent to update
The system presents a form with the current details of the selected intent
2 The Owner or the Manager decides not to proceed with updating the intent
The Owner or the Manager cancels the intent update
The system returns to the previous state, and the intent remains unchanged
No Actor Action System Response
1 The Owner or the Manager uploaded file has an unsupported format
The system detects that the uploaded file has an unsupported format
The system displays an error message to the Owner or the Manager, indicating the unsupported format
No Actor Action System Response
1 The Owner or the Manager fails to provide required intent details
The system detects invalid or missing information in the intent creation form
The system displays an error message to the Owner or the Manager, indicating the cause of the error
No Actor Action System Response
1 The Owner or the Manager entered already intent name in the system
The system identifies that the intent name already exist in the system
The system displays an error message to the Owner or the Manager, indicating the conflict or duplicate
Table 3.15 Update bot intent use case specification
3.1.2.4.15 Use case delete bot intent
Figure 3.16 Use case delete bot intent
Use Case No SocialListening_UC_15 Use Case Version 1.0 Use Case Name Delete bot intent
• The Owner or the Manager deletes an existing intent from the system
• To allow the Owner or the Manager to delete an existing intent from the system
• The Owner or the Manager initiates the process to delete an intent in the system
• The Owner or the Manager is logged into the system
• The Owner or the Manager has the necessary permissions to delete workflows
• An existing intent exists in the system
• Success: o The intent is successfully deleted and removed from the system
• Fail: o The intent deletion fails due to an error or invalid request
No Actor Action System Response
1 The Owner or the Manager accesses the intent management section in the system
The Owner or the Manager selects the intent to delete
The system removes the intent from the system's intent repository
The system notifies to the Owner or the Manager that the intent deletion process is successful
• Intent faulty or not found
No Actor Action System Response
1 The Owner or the Manager selects the intent that is faulty or does not exist in the system
The system encounters an error while attempting to delete the intent The system displays an error message to the Owner or the Manager, indicating the cause of the error
Table 3.16 Delete bot intent use case specification
3.1.2.4.16 Use case respond chat message
Figure 3.17 Use case respond chat message
Use Case No SocialListening_UC_39 Use Case Version 1.0 Use Case Name Respond chat message
• The Owner or the Manager/Supporter creates a new chat message in the system to respond to a user's message or interact with the user
• To provide personalized responses and assistance to users in the messenger of page provided by the system
• The Owner or the Manager/Supporter initiates the process to create a new chat message to respond to a user in the social media
• The Owner or the Manager/Supporter is logged into the system
• The Owner or the Manager/Supporter has the necessary permissions to create chat messages to respond to users
• The Owner or the Manager/Supporter has received a message from a user that requires a response
• Success: o The new chat message is successfully created and sent to the user
• Fail: o The chat message creation fails due to an error or invalid request
No Actor Action System Response
Manager/Supporter accesses the messenger of page provided by the system
The system presents the conversation thread or interface displaying the user's message
Manager/Supporter reads the user's message to understand the context and intent
Manager/Supporter selects the response option in the messenger of page provided by the system
The system presents a text input field for the Owner or the Manager/Supporter to enter their response
Manager/Supporter enters their respond in the text input field
Manager/Supporter sends the chat message as a respond to the user
The system sends the Owner/ Manager/Supporter of respond message to the user
No Actor Action System Response
Manager/Supporter accesses the messenger of page provided by the system
The system presents the conversation thread or interface displaying the user's message
Manager/Supporter reads the user's message to understand the context and intent
Manager/Supporter decides not to respond to the user's message
The system returns to the previous state, and no new chat message is created
No Actor Action System Response
Manager/Supporter entered wrong format
The system detects invalid or missing information in the chat message
The system displays an error message to the Owner or the Manager/ Supporter, indicating the cause of the error
Table 3.17 Respond chat message use case specification
Figure 3.18 Use case reply comment
Use Case No SocialListening_UC_37 Use Case Version 1.0 Use Case Name Reply comment
• The Owner or the Manager/Supporter creates a new comment in the system to reply to a user's comment on a social media post
• To provide personalized responses and assistance to users in the comment of post provided by the system
• The Owner or the Manager/Supporter initiates the process to create a new chat comment to reply to a user in the social media
• The Owner or the Manager/Supporter is logged into the system
• The Owner or the Manager/Supporter has the necessary permissions to comment to reply to users
• The Owner or the Manager/Supporter has received a comment from a user that requires a response
• Success: o The new comment is successfully created and posted as a reply to the user's comment
• Fail: o The comment creation fails due to an error or invalid request
No Actor Action System Response
Manager/Supporter accesses the comment platform provided by the system
The system presents the post or thread containing the user's comment
Manager/Supporter reads the user's comment to understand the context and intent
Manager/Supporter selects the reply or comment option on the user's comment in the comment platform
The system presents a text input field for the Owner or the Manager/Supporter to enter their comment
Manager/Supporter enters their comment in the text input field
Manager/Supporter submits or posts the chat comment as a reply to the user's comment
The system posts the Owner/ Manager/Supporter of comment as a reply to the user's comment
No Actor Action System Response
Manager/Supporter accesses the comment platform provided by the system
The system presents the post or thread containing the user's comment
Manager/Supporter reads the user's message to understand the context and intent
Manager/Supporter decides not to reply to the user's comment
The system returns to the previous state, and no new chat comment is created
No Actor Action System Response
Manager/Supporter entered wrong format
The system detects invalid or missing information in the chat comment
The system displays an error message to the Owner or the Manager/ Supporter, indicating the cause of the error
Table 3.18 Reply comment use case specification
Non-functional Requirements
The application should be user-friendly as its target audience consists of small and medium-sized business owners and administrators who may not have strong technological or computer skills
The user experience (UX) flow should be straightforward, uncomplicated, and efficient Moreover, the user interface (UI) components need to be clear and adhere to standard conventions
The web application must be compatible on Chrome, Edge, Firefox