1. Blocks
   
2. Paths
   
3. Variables
   

Blocks

1. Response blocks
   
2. Action blocks
   

I. Response Blocks

1. Message blocks
   
2. Choice blocks
   
3. Question blocks
   

Message Block

1. Text - A simple written message is displayed to the users. For example, "Hello, Welcome to Zylker Craft."
   
2. Info card - Used to show multiple information in a single space. Info cards are of two types: static and dynamic. Static card is useful when you want to display common message to all users, while dynamic card can be used when multiple information needs to be displayed like a catalogue. 
   
   For example, the image below shows a static card displaying the image of a bed with the product name and description.  
   
   
   

Choice Block

1. Button - The users can be provided with a list of options in the form of buttons. They can choose single or multiple options.  
   Buttons are of the following types:
1. Text
   
2. Image
   
3. Audio
   
4. Smiley
   
5. Feedback
   
6. Video
   For example, in the below images we have used feedback and smiley buttons to ask customers about their experience.  
   
2. Choice card - Choice cards allow you to display additional information which can help users in decision-making. These cards can be static or dynamic. You can also allow users to choose single or multiple options simultaneously.
   For example, the image below displays the images of the beds along with the product names. 
   

1. Create Path - Enable the option to create a separate path for each button.
   
2. Single and Multi select options - Enables the option to allow the user to choose single button or multiple buttons, respectively. This is similar to the multi-choice questions that you see in a question paper or form.

Note: The Create Path is disabled when you choose the Multi select option because you cannot create a separate path for each button.

Question Block

Question blocks come with an option that enables you to rename block variables. By default, the name you enter for the block is considered the block variable's name. For example, if the block name is Photo Evidence, the default variable name would be photoEvidence. However, if you want to rename the variable, you can use the edit button provided with the Set Input Into Variable option.

Question blocks are supported in the following channels,

Question Block Type	Whatsapp	Telegram	Facebook Messenger
Button	Only single select button Button limit - 10 Character limit - 20	Only single select button Button limit - 20 Character limit - 40	Only single select button Button limit - 3 Character limit - 20
Text	Yes	Yes	Yes
URL	No	No	No
Image	No	No	No
Video	No	No	No
Audio	No	No	No
Smiley	No	No	No
Feedback	No	No	No
Dynamic Button	No	No	No
Choice Card	No	No	No

Using the Text editor in Blocks

In message, choice, and question blocks the text that you enter can be customized by using the options available in the text editor. The options allow to:

1. Make the text bold, underline, italics.
   
2. Inset links
   
3. Insert images
   
4. Embed video
   
5. Use emojis
6. Add variables - you can add global, session or local variables. Read more about Variables. 
   
   

II. Action Blocks

Jump Block

1. One block to another within the same conversation flow
   
2. Different flows within the same department
   
3. Flows within different departments
   

1. Assume a customer books flight tickets, then they are provided with an option to book a hotel for the stay. Using the jump block, you can make the navigation from Flight booking to the Hotel Booking flow easier for the customer.
   
2. The input variable mapping enables data flow across blocks. The information from the @date of arrival entered by the customer during flight booking flow can be mapped with the @check-in date in the Hotel Booking flow. Likewise, the output variable mapping will allow us to use the @booking id that is created after hotel is booked to the flight booking flow and displayed to the user.

Fork Block

1. Block
   
2. Global
   
3. Local

1. Criteria 1: The input variable "@problem type" must be mapped with "Faulty display and Overheating battery", we can map this input variable "@problem type" to faulty display and overheating battery.
   
2. Criteria 2: The input variable "@problem type" must be mapped with "Faulty camera".
3. Criteria 3: The input variable "@problem type" must be mapped with "Broken screen".
   Each problem will lead to a different path, so based on the customer's input they will be directed to the appropriate direction.
   

Webhook Block

Operations Block

Working with Block Settings

1. Edit Block: Opens the block's property panel where you can make the necessary changes.
   
2. Copy Block: Copies the entire block, which you can use elsewhere within the current flow.
   
3. Copy Path: Copies the entire path beneath the block, which you can use in another conversation flow.
   
4. Set as End Block: The option will allow you to end the conversation once the user responds to this block.
   
5. Delete Block: Deletes the entire block.
   
6. Delete Path: Deletes the entire path.
   

Advanced Settings in Blocks

1. Skip Block - This option allows the customer to skip answering a question. For example, users can skip the question to reveal their gender when asked, "Choose your gender." Generally, skip blocks are used to get additional information, which does not hinder the basic flow.
   Note: In choice blocks, if you have created separate path for each button, then the option to skip the block will not be provided in order to maintain the flow.
2. End Block - Sets the block as the point where the conversation flow ends. For example, a "Thank you" message block at the end of a GC flow.
   

Paths

1. The customers can directly buy a product of their choice from the website.
   
2. They can choose to customize their product.
   

Variables 

1. Block
   
2. Local
   
3. Global
   
4. Session
   

Block variables 

Local variables 

Global variables

Variables types supported for Global Variables

 

1. String.
2. Number.
3. Image.
4. Audio.
5. Video.
6. Object.
7. Date.
8. Date and Time.
9. File.

 

To create global variables

1. Go to Setup > Self Service > Guided Converstations > Global Variables.
2. Click Create Global Variable.
3. In the Create Global Variable pop-up window, do the following:
   
1. Enter the Variable Name.
   
2. Select the Variable Type.
   
3. Provide the Variable Value.
   
4. Provide the Description.
   
4. Click Add.
   

Session variables

Note that the option to Preview session variable will be active only if you have used a session variable in the flow. 

To create session variables

1. Go to Setup > Self Service > Guided Conversations > Session Variable.
   
2. Click Create Session Variable.
   
3. Enter Variable Name - eg., Region, Language etc.
   
4. Select Variable type from the drop-down (string or numeral).
   
5. Enter Default Value - eg., India, English etc.
   
6. Click Add.
   

Viewing Flow Metrics

1. In case of jump blocks, you can identify the most preferred path and modify the flow by removing the unused path.
   
2. In case there is a noticeable drop-out on a block, a feedback form can be included to allow customers share the reason for drop-out.
   
3. If the flow has less footfall you can consider publishing it on another webpage can increase the traction. You may also consider promoting the webpage.
   
4. In case of choice blocks, you can identify the block that users prefer the most and least by viewing the number of clicks on each option.
   

Note

Flow metrics will be available only for the published flows.

1. Go to Guided Conversation > GC Flows.
   
2. Hover on a published flow.
   
3. Click the Flow Metrics icon.