What are flows?
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.
Flow controls
Create
Publish
You can filter out the flows created by you by choosing Flows Created By Me.Edit
You can see details about who modified the flow and by what time it was modified.Draft
Duplicate
Delete
How to associate flows?
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.
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:
- Total count of visitors
- Total count of users who dropped
- Count of users who jumped to different blocks
- 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.
- A single flow can be associated with multiple widgets if needed.
- 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 only one flow is associated to the widget and the widget has been deleted, the widget will cease to exist once the user restarts the conversation.
If the deleted block has dependencies, such as given below, errors will be displayed.
Path below the block:
If the deleted block was used to jump to a different flow:
Related Articles
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:
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.
Zoho Sheet Resources
Zoho Forms Resources
Zoho Sign Resources
Sign, Paperless!
Zoho TeamInbox Resources
Zoho DataPrep Resources
Design. Discuss. Deliver.
Related Articles
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 ...Deleting a GC flow
Deleting a conservation flow does not remove the GC flow entirely. 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 ...Editing a GC Flow
Flows that are saved as draft or published can be edited to include more channels, modify the path and so on. Since every block is not supported in every channel, to guide the admins the system shows an alert within the flow on the specific block ...Creating a GC widget
Steps to create a GC widget and associating it to flows 1. Go to Setup > Self Service > Guided Conversations > GC Widgets. 2. Click Create GC Widget. 3. In Add GC Widgets page, enter Widget Name and Description. 4. In Associated Flows, select the ...Building the Guided Conversations 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. ...