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.
Permission Required
Users with administrative privilege who have the permission to create, view, edit or delete Guided Conversation can access this feature.
Check Availability and Limits
Creating flows
-
Go to
Setup
>
User and Control
>
Permissions
>
Profile
.
-
Select a profile.
-
Under
Administrative profile
, toggle
Guided Conversation
.
-
Check
Create
,
View, Edit
or
Delete
as required.
-
Go to Setup > General > Guided Conversation.
-
Select the department in which you want to build the conversation flow and click Create Flow .
-
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.
-
Click the Add Block icon (
) on the builder to start adding the block of your choice.
-
On the Add Block panel, select the Response Block .
-
Choose either Message Block, Question Block or Choice Block.
-
On the Add Block panel, select the Action Block .
-
Choose either Jump , Fork , Operations , or Webhook Block .
To add a message block
-
In Message Block, select Text or Info card.
-
Text - Enter Message and Block Name and click Save.
-
Info card - Select Card Type: Static or Dynamic.
If you choose Dynamic, choose Rendering Style: Single or Multiple. -
In Card Info List, upload an image, enter title, subtitle, description.
-
If there are Multiple Cards, then enter the above information for all cards.
-
Click Add Card Field, to include more fields like Text or Button.
-
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
-
Select a type of question block.
-
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. -
In Advanced Settings, toggle Skip block or End Block, if needed.
-
Click Preview Block or Save.
To add a choice block
-
Select Button, Dynamic Button or Choice Card.
-
Select Button Type: Single or Multiple.
-
In Button list, enter Button Name and click Add Button, if needed.
-
Toggle Create Path, if needed.
-
Enter Block Name and Input variable.
-
For Dynamic Button, enter Error Message (eg., Something went wrong, please restart the chat to try again).
-
Select Card Type: Static or Dynamic.
-
Enter text in the Question field.
-
Select Button Type: Single or Multiple.
-
In Card List, enter the necessary details.
-
In Advanced Settings, toggle Skip block or End Block, if needed.
-
Click Preview Block or Save.
To add variables to the flow
-
On the far left side of the Guided Conversation builder, click t he Variables icon (
). The Variables panel will appear.
-
Select a variable type from the drop-down (Global, Local or Session).
-
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. -
Click Save.
To create a local variable from the flow
-
On the far left side of the Guided Conversation builder, click the Variables icon (
).
The Variables panel will appear. -
Under Variable Type select Global variable from the drop-down.
-
Click Add Local Variable .
-
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
-
Click the Save button.
Actions Available in the Builder
|
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
-
Go to Setup > General > Guided Conversation.
The conversation flows are listed under Published, Draft, and Trash. -
Click Draft to view the flows that need to be published.
-
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. - Verify the flow, make any changes if needed, then click Publish when you are ready.
-
The Save Draft option lets you save the flow midway so that you can resume working on it later.
-
You can make a flow available on different websites or web pages by associating it with multiple GC Widgets.
Creating GC Widgets and Associating Flows
Associating Flows
Setting Access Permission for the Widgets
Setting Automated messages
-
End session - The current chat session will end with a popup message. Admins can also use a custom message, to show that the session has ended.
-
Restart session - The session will be reloaded while the current conversation history will be retained.
-
Create new session - The current conversation will be cleared and a new chat session will begin.
To create GC widgets and associate them to flows
-
Go to Setup > General > Guided Conversation > GC Widgets .
-
Click New GC Widgets.
-
In Add GC Widgets page, enter Widget name and Description .
-
In Associated Flows , select the flows from the drop-down list.
-
In Widgets Access Permission , select Display to all users or Agents only or both.
-
If you select Agents, choose All agents or Specific agents and select the agents from the drop-down list.
-
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.
-
For End options , you can select Create new options , End session or Restart session .
-
Use the text editor to insert images, videos or format the messages.
-
Click Save.
Associating Flows with ASAP add-on
-
Go to
Setup
>
Channels
>
ASAP
.
-
Click the name of the add-on in which you want to include conversation flows.
-
Under the
Tab Selection
, hover over the
Chat
tab.
-
Click the
Settings
icon corresponding to the
Chat
tab.
-
Under the
Chatbot Settings
section, enable the
Guided Conversation
toggle button.
-
Click the
Associate Guided Conversation Widget
link.
-
Click the
Select link
to view the list of available conversation flows.
-
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. - Click Save/Update .
Sharing GC Widget
-
Go to the GC Widgets list view and hover on the desired widget.
-
Click the Share icon and select an option to share the flow with customers.
-
You can select, Embed, iFrame, QR Code, Public URL or Mobile SDK.
-
If you select Embed, iFrame or Public URL, click Copy to copy the code.
-
If you select QR code , click Download or Print .
Viewing and Working with GC Widgets
-
View the widget access permission (agents or customers)
- Share the widget with customers by embedding the code in webpage, using iFrame, via QR code, public URL, and Mobile SDK.
-
Edit the details in the widget.
-
Preview the widget and download or print the conversation script. You can click the refresh icon to restart the conversation.
-
Go to
Setup
>
General
>
Guided Conversations
>
GC Widgets
.
-
Hover on the desired widget.
-
Click
Share
,
Preview
,
Edit
or
Delete
icons.
- Toggle the switch to disable a widget.
Deleting a Conversation Flow
To delete a conversation flow
-
Go to Setup > General > Guided Conversation .
The conversation flows are listed under Published , Draft, and Trash . -
Hover over a conversation flow under the Published or Draft category.
-
Click the Delete icon corresponding to the flow.
The confirmation box appears. -
Click Delete .
Note
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