What are flows?
Flows
Flows are a series of constructed blocks that define the GC bot's conversational journey. Each block represents a step in the conversational flow, and the entire flow guides how the bot responds to end-user inputs, automates tasks, and displays information.
By creating flows, you can:
- Support your customer queries around the clock.
- Handle repetitive customer queries, providing quick and consistent answers without human intervention.
- Improve customer onboarding experiences with step-by-step guides.
- Flows of different sizes catering to different business scenarios will ensure the bot meets specific business needs and user expectations no matter the size of your organization.
- Streamline support processes, guiding users through troubleshooting steps or gathering necessary information before escalating to a support rep.
- Offer personalized recommendations based on customer interactions.
- Collect customer feedback and insights.
- Help support reps by automating their workflow to improve efficiency by implementing agent widget.
Agent widgets can be utilized only by agents as chosen by the admin.
Flow controls
1. Sub tabs for all flows and deleted flows.
2. Creating a new flow
3. Editing a flow
4. Deleting flow
Create
Design unique flows to meet your business needs. Automate support processes to save time and increase efficiency for your support reps.
You can see details about who created the flow and by what time it was created.
Publish
View and manage flows you have published. These flows can be shared for end-user interaction.
You can filter out the flows created by you by choosing Flows Created By Me.
Edit
Modify the conversation paths and responses to improve accuracy and user experience anytime.
You can see details about who modified the flow and by what time it was modified.
Draft
Save your work-in-progress flows as drafts. Resume and complete them whenever you require it.
Duplicate
Duplicate any GC flow to create a copy of that flow, then edit it as needed. The duplicated flow is saved separately from the original.
Delete
Manage flows that are no longer needed by moving them to the deleted flows section. Deleted flows can also be retrieved if required as they will not be permanently deleted until you choose that option.
Multilingual flows
GC supports multilingual flows, allowing languages to be added while creating a GC flow. This enables customers to engage in their preferred language, enhancing engagement, reducing misunderstandings, and increasing overall satisfaction. Multilingual flows can be accessed from the Centralized dashboard of the flow.
Paths in a flow
Example of a path
Paths are the direction in which the conversation is designed to flow. The path taken by the customer depends on their responses, and depending on what they reply or the option they choose at each stage, they are led to the most helpful information.
For example, consider the case at Zylker Craft Furniture. The furniture outlet provides two options:
- The customers can directly buy a product of their choice from the website.
- They can choose to customize their product.
In both cases, the conversation flows will differ from each other, so two separate paths should be built. Each path will comprise different sets of questions and options to provide self-assistance to the customers.
What are flow metrics?
GC flow metrics offer detailed insights into every step of the customer journey and help businesses identify necessary adjustments for optimal bot performance. You can measure the performance of your flow and make changes required accordingly, if any.
The flow metrics count is crucial in figuring out how a bot interacts with users, ensuring that the bot provides relevant, efficient, and context-aware assistance.
Provides block-by-block count on:
Provides block-by-block count on:
- Total number of visits in the block
- Total number of visits that dropped off
- Number of times users jumped to different blocks
Points to remember
Only a maximum of 25 flows can be created in one department. Inclusive of the published, deleted flows and drafts.
Only users with the appropriate permissions can create, edit, and delete GC flows.
If you edit a published flow, you must re-publish it for the changes to take effect.
Deleting a flow hides it from users but keeps it in GC. It moves to the deleted flows tab and can be restored anytime.
Deleted flows remain listed permanently until manually removed.
After deleting a published flow, re-publish the flow to reflect the changes.
If the deleted block has dependencies, such as given below, errors will be displayed.
Access your files securely from anywhere
Zoho CRM Training Programs
Learn how to use the best tools for sales force automation and better customer engagement from Zoho's implementation specialists.
Zoho DataPrep Personalized Demo
If you'd like a personalized walk-through of our data preparation tool, please request a demo and we'll be happy to show you how to get the best out of Zoho DataPrep.
- Zoho Workerly Home
- Forums
- Connect With Us:
- Zoho Recruit Home
- Forums
- Connect With Us:
New to Zoho Writer?
Create. Review. Publish.
New to Zoho CRM Plus?
Deliver unforgettable customer experiences
New to Zoho CRM Plus?
Deliver unforgettable customer experiences
New to Zoho Marketing Plus?
Everything you need to run your marketing
New to Zoho Marketing Plus?
Everything you need to run your marketing
You are currently viewing the help pages of Qntrl’s earlier version. Click here to view our latest version—Qntrl 3.0's help articles.
New to Zoho Survey?
Zoho Sheet Resources
Zoho Forms Resources
New to Zoho Sign?
Zoho Sign Resources
Sign, Paperless!
New to Zoho TeamInbox?
Zoho TeamInbox Resources
New to Zoho ZeptoMail?
Design. Discuss. Deliver.
New to Zoho Workerly?
New to Zoho Recruit?
New to Zoho CRM?
New to Zoho Projects?
New to Zoho Sprints?
New to Zoho Assist?
New to Bigin?
Related Articles
Guided Conversations Redefined: Unifying Widgets and Flows
Previously, creating guided conversations required building flows and configuring widgets separately. Widgets served as containers for multiple flows and were shared across platforms such as the web, mobile apps, and instant messaging channels. With ...Guided Conversations - A Self-Service Platform
From having to ask for information to switching to the self-service model, customer service has evolved a great deal over the years. There is a group of customers who look for assistance before or after visiting your website, and there is another ...Zoho Calendar Integration Block in GC
The Zoho Calendar Integration block (formerly known System Blocks) simplifies connecting your calendar to GC in Zoho Desk. By transforming complex webhook configurations into reusable blocks, this feature allows you to manage and automate calendar ...Introduction to Guided Conversations
Customers are always seeking immediate, relevant, and seamless support. Guided Conversations (GC) empowers businesses to meet these expectations by automating customer interactions through smart and intuitive conversational flows. View Process Flow ...Zoho Mail Integration Blocks
Integration blocks (formerly known as System Blocks) simplify the technical complexities of configuring webhook blocks in Guided Conversations (GC) by offering the same services in the form of reusable blocks. This makes it significantly easier to ...
New to Zoho LandingPage?
Zoho LandingPage Resources