Variables are nothing but placeholders for values. They are classified into different types based on their scope. Scope defines the area where the variable is valid or visible. The variables will be accessible only within their scope. Here we use four types of variables: block variables, local variables, global variables, and session variables.
Block Variable:
The data received in a block is stored inside block variables. These variables can be used only within the flow. For example, the name of the user received from a question block is a block variable.
Local Variable:
In order to store some predefined values, we can create a local variable and store them in it. These variables can be used anywhere throughout the flow. However, they cannot be accessed outside the flow. For example, if you have a local variable called "coupon" in a flow called Bookings, you can use the variable in any block within the same flow. However, you cannot use "coupon" in another flow called Grievances.
To create a local variable
- Go to Setup > Self Service > Guided Conversations.
- Select the Flow in which you want to add the local variable.
- Select the @ icon on the left side.
The Add Variable dialog box opens. - In the dialog box, select the variable type as local variable.
- Select Add Local Variable.
- Provide the variable name, data type and variable value.
- Click Save.
Global Variable:
Global variables are common for all the departments. They can be used inside any conversation flow of your organization. For example, you can create a global variable for your support email address and use it across all GC flows in your organization. You can create a global variable within or outside the flow.
To create a global variable
- Go to Setup > Self Service > Guided Conversations > Global Variable.
- Select the variable type as global variable.
- Select Add Global Variable.
- Provide a variable name, data type, and variable value.
- Click Add/Save.
Session Variable:
Session variables store information in the memory of a web browser. They will be available until the user closes the browser. The customer's user ID, user name, and email using which they have logged in are available as session variables in your GC. They can be added to your conversation flow as local variables. To do so:
- Go to Setup > Self Service > Guided Conversations.
- Select the Flow in which you want to add the local variable.
- Select the @ icon on the left side.
The Add Variable dialog box opens. - In the dialog box, select the variable type as local variable.
- Select Add Local Variable.
- Click on the @ icon present in the variable value field and select the desired session variable from the drop-down.
- Click Save.
When can I use Fork Block?
The Fork Block should be used when you want to split the course of your conversation flow based on the user's response.
For example, you can use Fork Block when you want to split the path into two, one for people 60 years or older and the other for people younger than 60 years.
How many paths can I fork in a single time?
You can fork up to 50 paths using a single Fork Block. Can I join separated paths into a single one? No, it is not possible to join forked paths.
Can I join separated paths into a single one?
No, it is not possible to join forked paths.
When a user enters an incorrect value, is it possible to correct it without having to repeat the same path again?
It is not possible for the user to go back and correct their response. They have to start over the conversation using the restart conversation option provided in GC widget.
How is the Operation Block used?
Operation Block is used to perform arithmetic operations on the data collected. For example, the data needs to be multiplied or added when you have to show the total amount the customer has to pay for the order. Operation block is handy in such cases. You can use the Operation Block, to add, subtract, multiply and divide.
Can I add any new operations to the Operation Block?
It is not possible to add new operations to the Operation Block. You can only choose from the already available operations, namely, add, subtract, multiply, and divide.
What are the some of the use cases of Webhook Block?
Webhook Blocks help to provide a connection between your GC and an application using API. They can be used to fetch, create, update, or delete data.
Example 1: You have a website for your clothing store and the user tries to make an order using the GC in your website. To register the order details to your database, you have to use the POST API method in webhook block and update it.
Example 2: Your customer wants to view the details of their last order through your GC. Now you need to connect to your database and fetch the customer's last order details. This can be done using the GET API method in webhook block.
Example 3: When the customer wants to cancel their last order, you can use webhook blocks and delete the order from your database through the DELETE API method.
How do I choose the right API method while using Webhook Block?
There are 5 API methods listed in the Webhook Blocks. Among them you can choose the one that is appropriate for your purpose. Following are the details:
GET - Used to fetch data from resource
PATCH - Used to update a part of existing data
POST - Used to insert or update data
PUT - Used to overwrite an existing data
DELETE - Used to delete data
How do I make a connection with a service through Webhook Block?
You can make a connection with any third party service or Zoho service in Webhook. Only when you make a connection, you will enable GC to interact with your application. To make a connection, you need an account with that service. Inside your Webhook Block editor, you will be asked to select a Connection. Follow the below steps to establish a connectio:
- In the Guided Conversation builder, go to the Webhook Block.
- Click the Add link for the Connections field.
The DRE page will open on a new tab. - Click (the Add Connection icon).
- Under Pick Your Service, you can select any of the third party services or Zoho OAuth.
- Provide a Connection Name. For example: Get_Ticket.
- Provide a Connection Link Name. For example: get_ticket_link
- Choose the Scope from the drop-down.
This sets the permission for your connection. - Click Create and Connect.
- Click Accept in the pop up that appears. This allows the DRE to access data in your Zoho account.
We hope that this list of frequently asked questions about Creating Guided Conversation Flow is informative. If you still have questions that haven't been addressed, please let us know. We will be happy to discuss them with our subject matter experts and add them in the future. And please don't forget to share your rating below!