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:
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