Building the Guided Conversation flow - Online Help | Zoho Desk

Building the Guided Conversation flow

A good practice to follow before setting out to build a conversation flow is to prepare a hand-written or digital outline of the conversation or process to ensure all the necessary inputs and outputs are in the right place in a sequential order. 


To create flows
  1. Go to Setup > General > Guided Conversation.

  2. Select the department in which you want to build the conversation flow and click Create Flow.

  3. In the Create Flow form, enter Name and Description for the conversation flow and click Next. 
    The flow builder will be displayed to create the guided conversation's flow.

  4. Click the Add Block icon () on the builder to start adding the block of your choice.

  5. On the Add Block panel, select the Response Block.

  6. Choose either Message Block, Question Block or Choice Block.

To add a message block

  1. In Message Block, select Text or Info card.

    1. Text - Enter Message and Block Name and click Save.

    2. Info card - Select Card Type: Static or Dynamic.
      If you choose Dynamic, choose Rendering Style: Single or Multiple.

      1. In Card Info List, upload an image, enter title, subtitle, description.

      2. If there are Multiple Cards, then enter the above information for all cards.

      3. Click Add Card Field, to include more fields like Text or Button.

      4. If you choose Static Card, click Add Card, to include more than one card.

                c. Enter Block Name.

             2. Click Preview Block or Save.

 

To add a question block

  1. Select a type of question block.

  2. Enter Block name and Input variable.
    The options will vary based on the type of block. For eg., for number block you must select the number type.

  3. In Advanced Settings, toggle Skip block or End Block, if needed.

  4. Click Preview Block or Save. 

To add a choice block

  1. Select Button, Dynamic Button or Choice Card.

  2. Select Button Type: Single or Multiple.

  3. In Button list, enter Button Name and click Add Button, if needed.

  4. Toggle Create Path, if needed.

  5. Enter Block Name and Input variable.

  6. For Dynamic Button, enter Error Message (eg., Something went wrong, please restart the chat to try again).

  7. Select Card Type: Static or Dynamic.

  8. Enter text in the Question field.

  9. Select Button Type: Single or Multiple.

  10. In Card List, enter the necessary details.

  11. In Advanced Settings, toggle Skip block or End Block, if needed.

  12. Click Preview Block or Save.

Likewise, add more blocks to complete the flow. 

To add variables to the flow

  1. On the far left side of the Guided Conversation builder, click the Variables icon (). The Variables panel will appear.

  2. Select a variable type from the drop-down (Global, Local or Session).

  3. Select the variables from the available list.
    The variables created before will be listed here, you can choose from those. From within the flow you can only create a Local variable.

  4. Click Save. 

To create a local variable from the flow

  1. On the far left side of the Guided Conversation builder, click the Variables icon ().
    The Variables panel will appear.

  2. Under Variable Type select Global variable from the drop-down.

  3. Click Add Local Variable.

  4. Enter the following details in the form:

    • Variable Name - Name of the variable

    • Variable Type - Data type of the variable: String or Number

    • Variable Value - Value to be assigned to the variable

    • Description - A brief description of the variable

  5. Click the Save button. 

Actions available in the Builder

The builder for Guided Conversation comes with an intuitive, user-friendly interface that lets you build the conversation flow one block at a time. You can use the following actions on the builder while working with blocks.

 

Action

Action name

Enables user to

Enter full screen

View only the builder in full screen.

Collapse path/Expand path

Show fewer or more paths while working with extensive flows.

Re-center

Come back to the center of the builder if moved away to either extreme.

Zoom In

Zoom in on a specific area of the builder.

Zoom Out

Zoom out to view a larger area on the builder

 

Publishing a Conversation Flow

After building the conversation flow it's time to publish. Publishing the flow doesn't mean it will be available on your website for end users; it only means that the flow is available for the GC Widget to access. 
To publish the flow
  1. Go to Setup > General > Guided Conversation.
    The conversation flows are listed under Published, Draft, and Trash.
  2. Click Draft to view the flows that need to be published.
  3. Select the finalized flow and click Preview to review the flow before publishing.
    Preview opens a chat window on the right, enabling you to examine whether the conversation flows as intended.
  4. Verify the flow, make any changes if needed, then click Publish when you are ready.
Note
  1. The Save Draft option lets you save the flow midway so that you can resume working on it later.
  2. You can make a flow available on different websites or web pages by associating it with multiple GC Widgets.

Associating Flow(s) with ASAP add-on and GC Widgets

Once the flows are created, you can host them on your website by associating them with ASAP add-on or the GC widgets. You can associate the flows with both the platforms, or either one depending on your business agenda.

For example, if you want the customers to experience dual benefit of live chat where the chat can take place with a support agent along with the GC chat flow, then you can associate the flow with ASAP add-on. See also Embedding ASAP add-on
Likewise, if you want to provide your customers a complete self-service platform then you can use the GC widget to host the flow on your website.
Note: To facilitate live chat you must enable it via SalesIQ in ASAP.
To associate flows with ASAP
  1. Go to Setup > Channels > ASAP.
  2. Click the name of the add-on in which you want to include conversation flows.
  3. Under the Tab Selection, hover over the Chat tab.
  4. Click the Settings icon corresponding to the Chat tab.
  5. Under the Chatbot Settings section, enable the Guided Conversation toggle button.
  6. Click the Associate Guided Conversation Widget link.
  7. Click the Select link to view the list of available conversation flows.
  8. Select the GC flows that you want to associate with the add-on and click Add
    The conversation flows you selected are now associated with the ASAP add-on.
  9. Click Save/Update.
Associating flow with GC Widget
The GC widget allow you to set access permission for the flows by choosing whether a bot can be viewed by all agents, specific agents, and customers.

Flows that are created to manage internal processes such as HR grievance, agent onboarding etc. can be made accessible only to the agents. Likewise, consider that your organization provides training to the support executives who manage premium customers and has created a GC flow to guide them on handling such support tickets. You can then create a widget exclusively for those selected support executives by giving only the relevant agents access.  
 
Similarly, for flows that are created to provide self-service platform to customers and other org users, the widget permission can be set as all users.  
 
While creating the widget, you can set automated messages such as welcome message and an instruction for the users to choose the desired flow, if the widget is associated with more than one flow. You can also provide a custom message or use the welcome message to display at the end of the chat.
As you enter the details in the widget, a preview will be displayed to give a clear idea of how it will appear on the webpage. Once the widget is created, you can access it from the GC widgets list view where you can perform the following actions:
  1. View the widget access permission (agents or customers)
  2. Share the flow with customers using the following methods:
    1. Embed the code snippet in the website. This option will NOT be available if the widget permission is set as agents only.
    2. Use this code snippet to embed the widget in an iFrame within the webpage.
    3. Share the QR code of the flow. The code can be downloaded or printed. 
    4. Share the public URL for anyone to access.

  3. Edit the details in the widget.
  4. Preview the widget and download or print the conversation script. You can click the refresh icon to restart the conversation.
      

To create GC widgets and associate them to flows

  1. Go to Setup > General > Guided Conversation > GC Widgets.

  2. Click New GC Widgets.

  3. In Add GC Widgets page, enter Widget name and Description.

  4. In Associated Flows, select the flows from the drop-down list.

  5. In Widgets Access Permission, select Display to all users or Agents or both.

  6. If you select Agents, choose All agents or Specific agents and select the agents from the drop-down list.

  7. Under Automated Messages, enter the Welcome message, Flow selection message, and Error message.
    Messages will be auto-populated, you can edit them to your preference. You can type the custom error message.

  8. Use the text editor to insert images, videos or format the messages.  

  9. Click Save.

  10. Go to the GC Widgets list view and hover on the desired widget.

  11. Click the Share icon and select an option to share the flow with customers.
    You can select, Embed, iFrame, QR Code or Public URL. 

  12. If you select Embed, iFrame or Public URL, click Copy to copy the code. 

  13. If you select QR code, click Download or Print.
     

Deleting a Conversation Flow

Deleting a conservation flow does not remove the GC flow entirely from Zoho Desk. This only means that the flow will not be visible to your end users on your help center. Once deleted, the flow will move from the Published or Draft tab to the Trash tab. You can restore it anytime you want by selecting the deleted flow and clicking the Restore button. Note that only users with permission to delete GC flows in their respective Profiles can delete.

 

To delete a conversation flow

  1. Go to Setup > General > Guided Conversation.
    The conversation flows are listed under Published, Draft, and Trash.

  2. Hover over a conversation flow under the Published or Draft category.

  3. Click the Delete icon corresponding to the flow.
    The confirmation box appears.

  4. Click Delete.
    The flow will be deleted immediately.

Note

A message prompts the user to confirm when the flow subjected to deletion is associated with another flow. 


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