GC on platforms (Web, iOS and Android)

What is Guided Conversations?

Guided Conversations is a comprehensive conversation builder platform that easily integrates with other applications. GC has ready-to-use components that allow you to build a predefined flow for any use case that you have in mind.

How has GC benefited businesses that use it?

Establishing adaptable self-service workflows.

Constructing automated conversations to assist prospects and customers.

Developing in-app guidance to support sales and service calls.

Minimizing the need for developer intervention.

What are blocks?

Blocks are the fundamental units of the Zoho Desk's Guided Conversations flow Builder. The GC flow builder offers blocks that cater to various business scenarios. Whether you need to display images or add emojis to create a welcoming message for your customers, you can achieve it all by using the appropriate blocks in the flow you are building.

Why use GC ?

Ensures your customers receive support at any time, even outside of normal business hours.

Easily transfer the conversation to a support agent.

Display multimedia content. This can include images, text, GIFs, or videos to engage users and provide necessary information or instructions.

Capture text, numbers, dates, and choice options to guide the conversation based on user inputs.

Lowers the need for a large customer service team, thereby reducing costs.

Gathers leads by engaging with visitors and capturing their contact information.

Manages numerous customer interactions simultaneously, making it ideal for growing businesses.

Create webhooks through GC to send or receive data from third parties external systems with GC bot.

Automate the creation, updating, and retrieval of contact information.

Compatibility with available GC blocks

When designing a flow for a web-based chatbot, all available blocks are compatible and can be seamlessly integrated into the conversation. This means you can utilize a wide variety of interactive elements, such as text, buttons, images, videos, sliders, and more.

For example, you can use text blocks to display important information, button blocks to provide users with choices, image and video blocks to enhance engagement with visual content, and slider blocks to allow users to select values from a range.

Block-wise limitations for web

Text message block

Field	Mandatory field	Character limit	Additional details
Block name	Yes	100	<> " ' , are not allowed
Question field	no	4096	-

Info card block

Field	Mandatory field	Character limit	Additional details
Block name	Yes	100	<> " ' , not allowed
Question field	Yes	4096	-
Image	No	-	Accepted formats include: jpeg, png , gif , tiff , bmp , heic Size of the image should not exceed 14 MB.
Image label	No	250	<> " ' , are not allowed
Title	Yes	-	-
Title label	No	250	<> " ' , are not allowed
Title value	Yes	200	HTML tags aren't allowed
Subtitle	No	-	-
Subtitle value	Yes	250	HTML tags aren't allowed
Subtitle label	No	250	<> " ' , are not allowed

Button block

Field	Mandatory field	Character limit	Additional details
Question field	No	4096	Few options in the rich editor text will not be available.
Block name	Yes	100	<> " ' , are not allowed
Variable name	Yes	250	Special characters are not allowed except underscore (_) Cannot start with a number.
Validation error message	No	1000	-
Button	Yes	75	-
Button name	Yes	length based on channel	-

Button block (Dynamic button)

Field	Mandatory field	Character limit	Additional details
Question field	No	4096	Few options in the rich editor text will not be available.
Block name	Yes	100	<> " ' , are not allowed
Variable name	Yes	250	Special characters are not allowed except underscore (_) Cannot start with a number.
Validation error message	No	1000	-

Choice card (Static)

Field	Mandatory field	Character limit	Additional details
Block name	Yes	100	<> " ' , are not allowed
Question field	Yes	4096	Few options in the rich editor text will not be available.
Image	No	-	-
Image label	No	250	<> " ' , are not allowed
Image variable	Yes	250	Special characters are not allowed except underscore (_) Cannot start with a number.
Title	Yes	-	-
Title label	No	250	<> " ' , are not allowed
Title value	Yes	200	HTML tags aren't allowed
Title variable	Yes	250	Special characters are not allowed except underscore (_) Cannot start with a number.
Subtitle	No	-	-
Subtitle label	No	250	<> " ' , are not allowed
Subtitle value	Yes	250	HTML tags aren't allowed
Subtitle variable	Yes	250	Special characters are not allowed except underscore (_) Cannot start with a number.
Description	No	-	-
Description label	No	250	<> " ' , are not allowed
Description value	Yes	250	HTML tags are not allowed
Description variable	Yes	250	Special characters are not allowed except underscore (_) Cannot start with a number.
Button	No	-	5 buttons are allowed
Button label	No	250	<> " ' , are not allowed
Button value	Yes	250	HTML tags are not allowed
Button website address	Yes	Checking if its a valid URL	-
Button variable	Yes	250	Special characters are not allowed except underscore (_) Cannot start with a number.
Text	No	Count = 5	-
Text label	No	250	<> " ' , are not allowed
Text value	Yes	250	HTML tags are not allowed
Text variable	Yes	250	Special characters are not allowed except underscore (_) Cannot start with a number.
Button variable	Yes	250	Special characters are not allowed except underscore (_) Cannot start with a number.
Text	No	Count = 5	-
Text label	No	250	<> " ' , are not allowed
Text value	Yes	250	HTML tags are not allowed
Text variable	Yes	250	Special characters are not allowed except underscore (_) Cannot start with a number.

Choice card (Dynamic card)

Field	Mandatory field	Character limit	Additional details
Block name	Yes	100	<> " ' , are not allowed
Image	No	-	-
Image label	No	250	<> " ' , are not allowed
Image variable	Yes	250	Special characters are not allowed except underscore (_) Cannot start with a number.
Title	Yes	-	-
Title label	No	250	<> " ' , are not allowed
Title variable	Yes	250	Special characters are not allowed except underscore (_) Cannot start with a number.
Subtitle	No	-	-
Subtitle label	No	250	<> " ' , are not allowed
Subtitle variable	Yes	250	Special characters are not allowed except underscore (_) Cannot start with a number.
Description	No	-	-
Description label	No	250	<> " ' , are not allowed
Description variable	Yes	250	Special characters are not allowed except underscore (_) Cannot start with a number.
Button	No	-	-
Button label	No	250	<> " ' , are not allowed
Button variable	Yes	250	Special characters are not allowed except underscore (_) Cannot start with a number.
Text	No	-	-
Text label	No	250	<> " ' , are not allowed
Text variable	Yes	250	Special characters are not allowed except underscore (_) Cannot start with a number.

Operation block

Field	Mandatory field	Character limit	Additional details
Block name	Yes	100	<> " ' , are not allowed
Variable name	Yes	250	Few options in the rich editor text will not be available.
Validation error message	No	1000	-
Expression	Yes	Invalid expression	-

Fork block

Field	Mandatory field	Character limit	Additional details
Block name	Yes	100	<> " ' , are not allowed
Path	Yes	-	A total of 50 paths can be created
Name	Yes	250	Numbers (0-9), alphabets (a-z) and some symbols (_-().:‘!/Space) are allowed.
Criteria	Yes	-	5 criteria can be added
Right variable	Yes	250 for string and number
Else path	No	-	-
Name	Yes (If 'Else path' is enabled)	250	-

Jump block

Field	Mandatory field	Character limit	Additional details
Block name	Yes	100	<> " ' , are not allowed
Output variable name	Yes	250	Special characters are not allowed except underscore (_)

Webhook

Field	Mandatory field	Character limit	Additional details
Block Name	Yes	100	<> " ' , are not allowed
URL	Yes	-	-
Response variables	No	102	Special characters are not allowed except underscore (_) Cannot start with a number.
Validation error message	No	1000	-

User-input limitations

Text block

Field	Mandatory field	Character limit	Additional details
Question field	No	4096	-
Block name	Yes	100	<> " ' , are not allowed
Variable name	Yes	250	Special characters are not allowed except underscore (_)
Validation error message	No	1000	-

Media input

Field	Mandatory field	Character limit	Additional details
Question field	No	4096	Few options in the rich editor text will not be available.
Block name	Yes	100	<> " ' , are not allowed
Variable name	Yes	250	Special characters are not allowed except underscore (_) Cannot start with a number.
Validation error message	No	1000	-

Email block

Field	Mandatory field	Character limit	Additional details
Question field	No	4096	Few options in the rich editor text will not be available.
Block name	Yes	100	<> " ' , are not allowed
Variable name	Yes	250	Special characters are not allowed except underscore (_) Cannot start with a number.

URL block

Field	Mandatory field	Character limit	Additional details
Question field	No	4096	Few options in the rich editor text will not be available.
Block name	Yes	100	<> " ' , are not allowed
Variable name	Yes	250	Special characters are not allowed except underscore (_) Cannot start with a number.
Validation error message	No	1000	-

Currency block

Field	Mandatory field	Character limit	Additional details
Question field	No	4096	Few options in the rich editor text will not be available.
Block name	Yes	100	<> " ' , are not allowed
Variable name	Yes	250	Special characters are not allowed except underscore (_) Cannot start with a number.
Validation error message	No	1000	-

Calendar block

Field	Mandatory field	Character limit	Additional details
Question field	No	4096	Few options in the rich editor text will not be available.
Block name	Yes	100	<> " ' , are not allowed
Variable name	Yes	250	Special characters are not allowed except underscore (_) Cannot start with a number.
Validation error message	No	1000	-

Number block

Field	Mandatory field	Character limit	Additional details
Question field	No	4096	Few options in the rich editor text will not be available
Block name	Yes	100	<> " ' , are not allowed
Variable name	Yes	250	Special characters are not allowed except underscore (_) Cannot start with a number.
Validation error message	No	1000	-

Location block

Field	Mandatory field	Character limit	Additional details
Question field	No	4096	Few options in the rich editor text will not be available
Block name	Yes	100	<> " ' , are not allowed
Variable name	Yes	250	Special characters are not allowed except underscore (_) Cannot start with a number.
Validation error message	No	1000	-

Steps to create a new flow for web, iOS or Android

1. Go 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 Name and Description and choose Web, iOS or Android for the conversation flow and click Next.

Once you select Web, iOS or Android, the blocks that are not compatible will be displayed.

Steps to edit an existing flow and changing it to a flow for Web, iOS or Android

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

2. Select the department in which you have built the conversation flow.

3. Click on the ellipsis next to the flow you want to edit and select Edit.

4. Select Edit.

5. In the Edit Flow form, select Web, iOS or Android or both and Save.

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