Users who have the create permission can build the guided conversations flows. Similarly, users who have view and edit permission can perform relevant actions.

What are GC flows?

Steps to set profile permissions:

1. Navigate to Setup > User and Control > Permissions > Profile.

2. Select a profile.

3. Under Administrative profile, toggle Guided Conversations.

4. Select Create, View, Edit, or Delete as required.

1. Navigate to Setup > Self Service > Guided Conversations.

2. Select the department in which you want to build the conversation flow and click Create Flow.

3. In the Create Flow form, enter the Name and Description for the conversation flow and click Next.  

4. Click the Add Block icon ( ) in the builder to start adding the block of your choice.

Steps to add a message block to the flow

1. In the Message Block, select Text or Info card.

1. Text - Enter the Message and Block Name and click Save.
   
   

   
   
   
   

2. Info card - Select Card Type: Static or Dynamic.
   If you choose Dynamic, choose Rendering Style: Single or Multiple.

1. In Card Info List, upload an image, enter title, subtitle, and description.

2. If there are Multiple Cards, then enter the above information for all cards.

3. Click Add Card Field to include more fields like Text or Button.

4. If you choose Static Card, click Add Card to include more than one card.

                c. Enter the Block Name.

Steps to add a question block to the flow

The options will vary based on the type of block. For example, for number block you must select the number type.

Steps to add a choice block to your flow

For Dynamic Button, enter an Error Message (eg., "Something went wrong, please restart the chat to try again").

Adding variables to the GC flow

1. On the far left side of the Guided conversations builder, click( ). The Variables panel will appear.

2. Select a variable type from the drop-down (Global, Local, or Session).

3. 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 Block and Local variables.

4. Click Save.

Create a local variable from the flow

1. On the far left side of the Guided conversations builder, click the Variables icon ( ).

How to create flows for specific IM channels  

A chat-based, guided approach can help users navigate their way through the process with ease. To facilitate this, organizations can build exclusive flows for different channels, such as the web, mobile (iOS and Android), Telegram, Messenger, LINE, Facebook Messenger, and BM.

Some blocks are not supported in every channel. For example, the Info card is supported in the web version, but not in WhastApp. So while the admins can create a single flow for all channels, they need to carefully chalk the process to ensure the flow is built using a common set of blocks that are supported across channels. Depending on the requirement, it would be best practice to create flows for individual channels.

To create flows for specific channels

You can choose all the channels: Web, WhatsApp, or iOS, Android.

4. Enter Name and Description for the conversation flow and click Next.  
5. The flow builder will be displayed to create the guided conversation's flow.

Publishing a Conversation Flow

After building the conversation flow, it's time to publish.

Once you have built the conversational flow, in order to associate it with the widget and share it with the end-user, you have to publish the flow first.

Info: Publishing the flow doesn't mean it will be available on your website for end users; it only means that the flow is available for the GC Widget to access. 

Steps to publish the flow

The conversation flows are listed under Published, Draft, and Trash.

2. Click Draft to view the flows that need to be published.

3. Select the finalized flow and click Preview to review the flow before publishing.
4. Preview opens a chat window on the right, enabling you to examine whether the conversation flows as intended.

5. Verify the flow, make any changes if needed, then click Publish when you are ready.

1. You can see details about who created the flow and by what time it was created.
   
2. You can filter out the flows created by you by choosing Flows Created By Me.

Associating flows

In order to make the flows available for the customers or agents to interact, it must be associated with a widget. Multiple flows can be associated with a widget; it will render the flow on to the respective website where the widget is embedded. The customers and agents can be provided with an option to choose the flow they want.

1. If only one flow is associated with the widget, the name added for the flow will also become its display name.
   

1. If only one flow is associated with the widget and the widget has been deleted, the widget will cease to exist once the user restarts the conversation.
   

If only one flow has been associated to a widget, during an active session, if the flow is deleted, the widget will be deleted too.

Points to note when creating a flow: 

• The Save Draft option lets you save the flow midway so that you can resume working on it later.

• You can make a flow available on different websites or web pages by associating it with multiple GC Widgets.

• A maximum of 25 unique 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.

• You can add up to 500 blocks in a single flow. If you reach this limit, use the jump block to link another flow or delete unnecessary blocks.

• If you close the block listing without saving, unsaved changes will be lost.

• Use the preview option to review the conversation flow before publishing to ensure it meets your expectations.

• To evaluate the performance of the flow you have built, published, and pushed live, you can review its flow metrics.