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Chatbots are good at *Tier 1*, but humans are good at solving complex problems. Sometimes it is hard tiring to help book the same appointment over and over again while keeping the quality of service high.

A typical example around it could be how we want to qualify a lead using a chatbot vs track my lost order when Tier 1 can no longer help me.

I will head to the Smartloop Conversation Builder and create a Nespresso Cafe bot.

Let’s assume, it is a full-service bot to help me order and track Nespresso pods. I can track my shipment or in case If I never received it, it can seamlessly transfer me to a live agent.

The basic part is simple, I can just say “chat with an agent “ and it immediately takes me to the agent flow or if the bot does not understand me, it can try possible routes and eventually take me to an agent too. This is more or less a happy path. What if the shipment is lost, Tier 1 should not be used to solve this type of problem but an agent should be there to solve it for me and resend or refund the order if necessary.

Here in this scenario, I’ve bought a VirtuoLine pod, and it should not send me to the original line support channel. The bot should be collecting necessary profile information based on my previous engagement and should send me to the correct support channel (this is where AI part kicks in). Here in this case, when I type “I’ve lost my order”, it immediately takes me to the correct VirtuoLine agent which is set in the “new-order” block as a user attribute while the bot is taking me to the alleyways of conversation

Now as the agent is connected, the bot is paused and communication happens between the agent the messenger seamlessly.

The agent should be able to check the history and user should be able to return to the bot either way by typing “exit” as configured in the Live Chat plugin or agent can end the conversation.

Here, AI and Human are complementing each other, along with flows defined as per our need to streamline the support process. Moreover, as the number of subscribers grows, we should be able to see their activity and jump in / out a conversation as soon as we see the conversation goes off track. This will help answer “Why most bots are failing”. We should not just build it and go to the bar while frustrated users *ditch* the service. It is a constant learning process and machine learning is useful and can do more for us only then.

Live Chat and ability to seamlessly handoff to an agent is available now for Facebook, Viber, Telegram and Web.

Get started with Smartloop Platform for Free and send us your query at hello@smartloop.ai

Cheers!

Automate Tier 1 while Keeping Agents in the Loop was originally published in Smartloop on Medium, where people are continuing the conversation by highlighting and responding to this story.

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The Audiences feature allows you to segment, nurture and engage your chatbot subscribers on all supported channels (web sites, Messenger and Viber). It is available to all Smartloop users in all plans, including in the free Starter plan.

Marketers and public relations specialists know that audience segmentation is important for better communication. Audience segmentation is the process of dividing an audience into smaller groups, with similar characteristics, wants and needs. The better you can segment your audience, the more relevant message you can send.

We are pleased to announce that we have extended the Smartloop Conversational AI Platform with a new feature:

Audiences

It is a new section within the Smartloop conversation builder which allows you to keep track of your chatbot subscribers, to review your subscriber list and to identify and segment your audience. It also gives you access to your reachable users, when the user first visited the chatbot and when was the last time they chatted with the conversational agent.

Audience Section in the Smartloop Chatbot PlatformFilter Your Audience and Save It as Segments

You can create and save custom segments by using the filtering options. The available filtering options are:

By user (as shown in the screenshot below). Here we will show the user information which is provided to us by the channel vendor:

  • Facebook: user ID, Photo, First Name, Last Name, Time zone, Locale, Gender, Reachable
  • Viber: user ID, Photo, First Name, Last Name, Time zone, Locale, Reachable

By variable. Here you see a list of all variables, which have been set in the chatbot.

Filtering an Audience with the Smartloop Chatbot Platform
Learn more about capturing user input and saving the information as variables in our documentation and in this blog post.
Use Segments in Broadcasts

Once you create your custom segments, they can be used to send broadcasts and push notifications:

Sending Broadcasts with the Smartloop Chatbot PlatformAvailability

Audiences is available today. It is a free addition to the Smartloop platform, which means that all Smartloop users should see the feature in their bot builders, regardless of whether they are in a free plan or in a paid plan.

Enjoy!

Smartloop is a conversational bot platform that helps brands engage with their users, promote new products, share content and promotions. The solution blends chatbot building tools, cross deployment, message broadcasting, analytics and cloud infrastructure in one complete package.

Create your own conversational bot or contact our team to learn more about a solution for your brand.

New Audience Capabilities Added to Smartloop Conversational AI Platform was originally published in Smartloop on Medium, where people are continuing the conversation by highlighting and responding to this story.

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National Geographic — one of the world’s most iconic media companies — was looking for an innovative way to engage their 45 million Facebook fans and sell their new 2019 Almanac. Their idea was to create a daily trivia Messenger bot that was powered with content from their new almanac.

2019 National Geographic Almanac

National Geographic chose Smartloop to create a Messenger chatbot that could automatically onboard users and send them daily trivia questions. In the onboarding, the user selects a trivia topic that interests him most, then receives a set of trivia questions based on that topic. Once the user completes the quiz, his results are calculated and he is given a score:

National Geographic Conversational Bot

After this, the user is asked if he’d like to opt-in to receive daily trivia questions. The Smartloop platform would then automate the full process of delivering the trivia questions to the users based on their preferred topic. In case people are not completing the quiz, the bot would automatically follow up with them to bring them back to the flow:

National Geographic Conversational Bot

The call to action to buy the Almanac was presented in two ways in the bot. First, as a user progressed through the daily trivia questions, National Geographic sent him more content to their website which contained ads to buy the Almanac. Secondly, the chatbot took multiple opportunities to send a discount code with a link to purchase the Almanac:

National Geographic Conversational Bot

As a result of using the Smartloop conversational platform, the fans of National Geographic were happy to engage with the chatbot. What is more National Geographic managed to get:

  • 65% of the users to come back daily
  • 43% open rate (a lot higher than email) of promotional messages being sent to users
  • 26% of the users to click over to view the Almanac product from the chatbot

Smartloop is a SaaS platform that helps brands engage with their users, promote new products, share content and promotions. The solution blends chatbot building tools, omni channel deployment, message broadcasting, analytics and cloud infrastructure in one complete package.

Create your own conversational bot or contact our team to learn more about a solution for your brand.

NatGeo Uses a Smartloop Conversational Agent to Sell Almanacs in Facebook Messenger was originally published in Smartloop on Medium, where people are continuing the conversation by highlighting and responding to this story.

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A Smartloop Chatbot Platform Step-by-Step Tutorial

In this tutorial you will learn how to:

  • Set up your Smartloop chatbot to send an email with information collected from the chatbot by using Zapier. Zapier is an automation tool (or “glue”) for integrations — in this case an integration between a Smartloop chatbot, Zapier and sending an email to a particular mailbox.

Notes:

  • This tutorial uses the data collected from a Smartloop chatbot, as described in How to Collect User Data with a Chatbot
  • This tutorial is level 101, i.e. it is for everyone. It doesn’t require previous programming knowledge
  • Everything in this article is valid for all channels that Smartloop supports for publishing chat bots on: website, Messenger, Viber, WeChat, etc.
Create Your Zapier Account

(if you have one, go to step 3)

1. Go to https://zapier.com/ and enter the details, needed to create your account.

2. If you see the “Find Smart Ways to Save Time” popup, choose any app (say Google Sheets) and click Finish Setup. This step is not important for this tutorial and you can edit this information later.

3. Click on “Make a Zap!”:

4. Name your ZAP with a descriptive name:

5. Scroll down, locate and select the built-in app, called Webhooks:

6. Once you select Webhooks, Zapier will ask whether this is a “Catch Hook”. The Catch Hook will wait for a new “message” to be sent to a Zapier URL (from your Smartloop chatbot). The URL will be created in following steps. Confirm the catch hook by pressing Save + Continue:

7. The next screen a set up screen which we will skip, because it is not needed for this tutorial. Press Continue:

8. On the next screen, which is “Test This Step”, Zapier will give you a custom unique URL for you to send your chatbot requests to. Copy the URL — we will need it in your Smartloop chatbot:

9. Leave Zapier as is for now, and let’s go to your Smartloop chatbot (in a new browser tab). Locate the block where you collect the last bit of information about your user. In my case I will use the bot described in How to Collect User Data with a Chatbot and I will open the email block:

Smartloop chatbot platform

In this bot, I collect two types of data points (also called variables):

  • {{user_name}} which stores the name that user has entered and
  • {{email}} which stores the email that the user has entered

10. In the block where you collect the last bit of information about your user, add a JSON API card:

Smartloop chatbot platform

We will use this card to integrate with Zapier. Since Zapier is set to “catch” the data, we need to set Smartoop to “post” the data, so we’ll leave the Method to post, as shown above.

11. Paste the URL which Zapier provided you in the URL field. Also, click on “more” to expand the card:

Smartloop chatbot platform

Once you expand the card, you will see different sections. The Query section can be used to filter, sort and aggregate the data you send to Zapier (which we will not do here). The Header section will not be used either for the current example. We will only use the Body section.

12. In the Body section we will enter the information which we want to send to Zapier (and ultimately to our email) in the following format (don’t forget to add the curly brackets — they are important for the JSON API to work properly):

{
“name”: “{{user_name}}”,
“email”: “{{email}}”
}

With this we give names to our variables and instruct Zapier what to handle and how:

Smartloop chatbot platform

13. If you recall, in step 8, Zapier is still “waiting” for the test to go through, so let’s go through the bot flow and collect the needed user information (you can do it in the Test console as well) — once this is done, Zapier will receive the name and email of the user and will have finished the test:

Smartloop chatbot platform

14. Once you finish entering the data, go back to Zapier and click on “Ok, I did this”. This will bring you to a screen, which will confirm that the zap worked (if you don’t see that screen, check the URL you entered in Smartloop for completeness, and also check the body in the JSON API card for errors):

15. In Zapier, click Continue to add an Action step. This is the step where we will define what Zapier needs to do with the data it is receiving from your bot, i.e. to send it an email. Scroll down, locate and select the built-in app, called Email:

16. Since we will be sending an email, click on Save + Continue on the next screen:

17. On this screen we will “compose” our message. In the TO field enter the email address where the user data will be sent to; in the SUBJECT field enter the subject of the email and in the email BODY enter the text you would like to be sent in the email. Use the “Insert a field” button to add the fields which Zapier is getting from the bot:

18. Click Continue and feel free to send a test email. Of course, you can always go back and edit the email contents to suit your needs, so feel free to play around.

19. Once you test the whole process, click FINISH and turn on your ZAP:

You can test a few more times and play around before going live. Note that Zapier turns the zap off when you make changes, so make sure that your zap is on (green) and working before going live.

That’s it! Enjoy!

How to Send an Email from a Smartloop Chatbot using Zapier was originally published in Smartloop Blog on Medium, where people are continuing the conversation by highlighting and responding to this story.

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A Smartloop Chatbot Platform Step-by-Step TutorialSmartloop chatbot platform

Chatbots are not only great at chatting with humans, but they can also help you collect user data, such as the user’s name and email. This data can be very useful for profiling your users, for re-targeting, and for creating tailored conversation flows for specific types of users.

In this tutorial you will learn how to:

  • Set up your first Smartloop chatbot (and account)
  • Collect the User’s Name
  • Get and Validate the User’s Email

Notes:

  • This tutorial is level 101, i.e. it is for everyone. It doesn’t require previous programming knowledge
  • All screenshots and flows explained in this article are done with the Smartloop chatbot platform
  • Everything in this article is valid for all channels that Smartloop supports for publishing chat bots on: website, Messenger, Viber, Skype, WeChat, etc.
Set Up Your Smartloop Chatbot (and Account)

(if you already have a Smartloop account, please move on to the next section)

1. Head to the Smartloop website
2. Click SIGN UP at the top of the screen

Smartloop chatbot website

3. Follow the instructions to setup your account. This step takes less than a minute.
4. Log in your new Smartloop account (feel free to go through the onboarding tutorial).
5. Once you are in the Smartloop dashboard, click on “Create a new bot” and enter the required info. In my case, I’ve entered “User Data Collection Bot” as the title and description, my channel is Facebook, and the bot language is English:

Smartloop chatbot platform

Feel free to go through the new onboarding tutorial.

Collecting the User’s Name

1. For this example, let’s open your chatbot and create a new conversation block, which will ask the user what his/her name (in my case, this is the Start block). Add a TEXT card to the block:

2. We want the user to input his/her name in the chatbot. The way to do this is to add a User Input card to the block:

3. Since a person’s name is usually plain text, set the Data Type of the User Input card to Text, as in the screenshot above.

4. Enter a name for this variable. The variable name should be descriptive enough to explain what data is stored under it (think of this as a label). In my case, I will use {{user_name}} — see screenshot above.

5. It is fairly hard to validate how names are spelled out, so let’s keep Validation to none.

6. Let’s add a new TEXT card which will thank the user for his/her input. Let’s also make the conversation a bit more personal, by using the variable we’ve just created:

Congrats! We have just programmed the Smartloop chatbot to collect the name of the user! This also means that the platform will store the name of this user for future use.

NOTE: When the User Input card is used, the chatbot will expect input from the user. If you type a command in the chatbot when it is expecting an input, the chatbot will interpret it as input, and not as a command.
Getting and Validating the User’s Email

1. Let’s create a new conversation block, which will ask the user for his email. I will call this block email:

2. Since this block is not the ‘start’ block which the bot will start the conversation with, we need to add a keyword which will later allow us to call this block from the chatbot. Go to the Expressions tab and enter email as a keyword:

3. Go back to the Response tab of the block, and add a TEXT card which to prompt the user to enter his/her email.

4. Since we want the user to type his/her email, let’s add the User Input card to the block:

5. Since the email is text-only, set the Data Type of the User Input card to Text.

6. Let’s enter a name for this variable. I will use {{email}} — see image above.

7. Smartloop can automatically validate the email addresses for you, so let’s set Validation to email. Once we do this, the platform will give us the option to enter a Message in case the email that is entered is invalid:

8. Let’s test the flow by typing the email keyword in the chatbot and hitting Enter (you may need to refresh the test console). If you type a wrong email address, the bot will give you the invalid message (see image above).

9. Let’s add a new TEXT card to the flow which will thank the user for his/her input (refresh the chatbot if you want to test the new flow):

Well done! Your Smartloop chatbot will now store the user’s email.

Putting It All Together

It is easy to connect the two flows described in this article in one seamless chat flow. Go to your initial block (in my case it was the Start block) and add a Go To Block card, which to point to our email collection block:

The Go To Block card instructs the bot to go to the email block once it completes the name collection process.

Hit refresh in the test console and go through the flow — you’ll see that don’t need to use any keywords anymore:

HINT: The Go To Block card allows you to design more complicated flows, based on conditions that are triggered by a user inputs or events. We discuss some of these scenarios in this blog article: Customizing a Conversation Flow Based on User Input

Questions? Comments? Let me know in the comments below.

Have fun with the Smartloop chatbot platform!

How to Collect User Data with a Chatbot was originally published in Smartloop Blog on Medium, where people are continuing the conversation by highlighting and responding to this story.

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A Smartloop Chatbot Platform Step-by-Step Tutorial

Chatbots are not only cool for chatting to humans, but they can also help you to profile your users, to re-target them, and to create tailored conversation flows based on user inputs, such as answers to pre-defined questions.

In this tutorial you will learn how to:

  • Set up your first Smartloop chatbot (and account)
  • Create different chatbot flows, based on different user inputs

Notes:

  • This tutorial doesn’t require previous programming knowledge
  • All screenshots and flows explained in this article are done with the Smartloop chatbot platform.
  • Everything in this article is valid for all channels that Smartloop supports for publishing chat bots on: website, Messenger, Viber, Skype, WeChat, etc.

Let’s start with a use case: let’s suppose that we want to understand whether a user is interested in watching TV, going to the movies or attending live performances (plays). Based on his/her interest, the chatbot will offer a customized flow that’s relevant to the user’s interest.

Set Up Your Smartloop Chatbot (and Account)

(if you already have a Smartloop account, please move on to the next section)

1. Head to the Smartloop website
2. Click SIGN UP at the top of the screen

3. Follow the instructions to setup your account. This step takes less than a minute.
4. Log in your new Smartloop account (feel free to go through the onboarding tutorial).
5. Once you are in the Smartloop dashboard, click on “Create a new bot” and enter the required info. In my case, I’ve entered “User Data Collection Bot” as the title and description, my channel is Facebook, and the bot language is English:

Feel free to go through the new onboarding tutorial.

Setting up the Chatbot Flow

Our flow will consist of one question (“What is your interest?”) and three responses (TV, movies and plays). Let’s create the three responses first.

1. Create a block and call it TV. This block will contain the bot’s TV-related response. Add a TEXT card to it and add some TV-related response:

2. Create another block and call it Movies. Add a TEXT card to it and add a movie-related response:

3. Create another block and call it Plays. Add a TEXT card to it and add some TV-related response:

4. The final block that we will add will have all our conversation logic. Let’s create it and call it Interests.

5. In this block, add a User Input card — this card will store all user interests in the platform. Set the Data Type to Text and the Variable to {{interest}}:

6. Here the Validation will be Pattern. This validation will help us keep people within the three predefined responses (TV, movies, plays). A new field will appear, called Expression. In this field we will enter the responses in the following manner:

(?:TV|movies|plays)

The line above instructs the bot that there are only three possible choices to be made by the user:

You also have the option to enter a message in case the user enters something else.

HINT: If you want to expand these choices later on, just separate them with a vertical line:
(?:TV|movies|plays|4D|Playstation)

7. It is finally time to add the question. Add a Button Template card which will contain the question and the possible answers:

8. Let’s add the answers, the first being “TV”. Click on + Add Button, change the action to “User Input”, enter “TV” as title, and enter “TV” as “user reply”. Here is the setup for TV:

9. Repeat step 8 for Movies and Plays, where the respective entries are “Movies” and “Plays” under “user inputs” and “user replies”:

10. Now, drag the Button Template card before the User Input card and drop it there by using the Reorder button:

This is necessary, because when the User Input card is used, the chatbot will expect input from the user. If it is at the very top of the flow, the user will never see the question.

11. So far, we’ve programed the bot to collect and store the user interests, but we need to instruct it what to do after that. To do this, we’ll use the Go to Block card. Let’s add one for TV and set the conditions as follows:
a. In Variable, enter {{interest}}
b. Select the equal sign
c. In Block name, select TV:

12. Add two more Go to Block cards for movies and plays respectively:

13. While still in the Interests block, go to the Expressions tab and add a keyword which will allow us to call this block from the chatbot and test how it works. Go to the Expressions tab and enter interests as a keyword:

14. Hit Refresh in the chatbot and go through the name flow. Once it ends, type interests and hit Enter — this will start the Interests flow:

That was all. Feel free to play around with this bot and customize the flows even more. If you deploy this catbot, and once you gather enough responses, you will also be able to target users who have particular interests with tailored messages. Enjoy!

Customizing a Conversation Flow Based on User Input was originally published in Smartloop Blog on Medium, where people are continuing the conversation by highlighting and responding to this story.

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GraphQL is the new query language for your API by Facebook. It gives you the complete understanding of the API and a powerful way to query and modify your data.

Today, we are happy to announce the support of GraphQL for bots. This will let you create, train and manage bots easily and integrate with your existing system. If you have created a bot with the builder and need an automated way to train hundreds of expressions then this is what you are waiting for.

Here, I will show a quick example of training an existing bot using the GraphQL support. If you are not familiar with it yet then I would highly recommend to check out the GraphQL quickstart guide. Once you have downloaded the GraphQL editor, open the following endpoint:

https://nlp-api.recime.io/v1/graphql

This will give you all the available methods you will need to totally replicate the builder functionality. Soon, we are going to make available things like creating a sequence or sending broadcast using GraphQL. Keep an eye on the documentation for more information.

GraphQL Editor

Once you are set, the next step is to create your first query, in order to do that you will need an API key. Many of you who are already using our builder may have noticed it already and this is where you will need it.

Paste it to the HTTP headers section of the editor as x-api-key. Here, I am going to query a block and as I hit run, it returns the intent. For the context of this post, I will use that intent to mutate a given block with a new expression.

Query Intent

For example, when someone types “sign me up”, I want to trigger the block. I can do that with the following mutation (in GraphQL, an update operation is called mutation):

In short, the GraphQL API allows you to do any operation, you can do with the builder including training your bot which makes it very easy to automate the importing and managing of existing knowledge base to the bot.

Give it a try and let us know what you think!

For questions and ideas, feel free to email me at mehfuz@smartloop.ai or join our Facebook Community.

Introducing GraphQL support to Create, Query and Train your Bots. was originally published in Smartloop Blog on Medium, where people are continuing the conversation by highlighting and responding to this story.

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What’s New in Smartloop (July 2018)

If the new brand and the new pricing plans weren’t enough, we are also announcing tons of new features in the Smartloop solution. I would like to express our gratitude to all users and clients who have helped us in the process!

Revamped Builder Interface

We have simplified the builder interface even further and made it friendlier, while optimizing the screen space. Some of you may have seen it already because some accounts have already been upgraded. The BUILD tab also offers the following new options:

  • Ability to group conversation blocks in folders and to search for blocks:
Folder and grouping support in the Smartloop chatbot solution
  • Ability to copy and rename blocks:
Copying and renaming conversation blocks in the Smartloop chatbot solution
  • Ability to rearrange and move blocks with drag-and-drop within a folder or from one folder to another:
Rearranging and moving blocks with drag-and-drop in the Smartloop chatbot solution

Log in your Smartloop account (or create one)

In-product Onboarding

We added this feature not too long ago, so some of you may have seen it already. The next time you login, you will see the new onboarding flow, which will give you an overview of how the platform works:

In-product onboarding in the Smartloop chatbot solution

Go ahead and give it a spin. Your feedback will be welcome!

Delay Plugin

The new Delay plugin allows you to add a delay between responses (in seconds), which is very handy when the bot needs to serve several answers to a question/expression.

Delay plugin in the Smartloop chatbot solution

The bot user will see the typing indicator while the response is being delayed. The plugin is available for web bots, Messenger bots and for Viber.

Omni-Channel Broadcast Support

The broadcasting feature of Smartloop used to work for Facebook Messenger only, but now it is available for Viber, Telegram and WeChat. Support for Twilio (SMS) is coming soon.

Broadcasting (push notifications) in the Smartloop chatbot solutionWeb Chat Widget Customization

We know that the chatbot should follow your branding and website styling guidelines. This is why we have added the ability to tweak the visual appearance of the web chat widget:

Web chat icon customization options in the Smartloop chatbot solutionViber Improvements

We have support for the way Viber uses buttons, which is much more complicated than Facebook Messenger. For example, in Viber buttons can have images as backgrounds, they can be stacked in rows and columns and the user can control the font size and text positioning. This is now possible within the Smartloop platform:

Viber button support in the Smartloop chatbot solution

In addition, we now support video playback within a Viber

Create a Viber chatbot with Smartloop

Support for Telegram Groups

Telegram allows you to include a chatbot in a group, and this is now supported by our platform. See how to integrate this feature in our documentation.

Create a Telegram chatbot with Smartloop

Campaign URL Builder

The Campaign URL Builder is a tool which allows you to easily add link parameters to a Facebook Messenger bot, directly from the Smartloop interface, to track a campaign. It is very similar to the Google Campaign URL Builder, so marketers will be familiar with its interface. It is available in the Configure tab:

Campaign URL Builder in the Smartloop chatbot solutionWhat’s on the Roadmap
  • A new User section, which will give you a more granular control over your audience than the one we offer today. This feature is extremely handy when you need to broadcast a message to a subset of your user base
  • Human handover
  • Broadcast support for Twilio
  • SendBird integration
  • Zendesk integration

Is there a feature you would like to see in Smartloop? Please, let us know in our Facebook Group.

What is Smartloop?

Smartloop (was Recimē) is a SaaS solution that helps brands engage their users, promote new products, automate customer service, and augment lead qualification. The solution blends chatbot building tools, omni channel deployment, message broadcasting, analytics and cloud infrastructure in one attractive package, which reduces maintenance costs and decreases go-to-market time.

Sign up for Smartloop. We have the most liberal free plan of them all!

What's New in Smartloop (July 2018) was originally published in Smartloop Blog on Medium, where people are continuing the conversation by highlighting and responding to this story.

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