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.
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.
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 |
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.
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
.
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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