Supported GC blocks in the WhatsApp channel
The GC bot builder consists of three components:
1. Blocks
2. Paths
3. Variables
1. Blocks
2. Paths
3. Variables
What are the GC Blocks?
Blocks are the basic units of a bot builder. For example, a text message you want to show, a set of options you want the customer to choose from, the step where you collect the email address or phone number, etc., are added to the flow using appropriate blocks.
Uses of GC Blocks
• If you want to display a welcome message to the user at the beginning of the conversation, you must use a message block.
• Likewise, if you want the user to share an image or photo as part of the conversation, you must use an image block.
There are a variety of blocks in the builder that one can choose depending on the output they want to show the end user.
• If you want to display a welcome message to the user at the beginning of the conversation, you must use a message block.
• Likewise, if you want the user to share an image or photo as part of the conversation, you must use an image block.
There are a variety of blocks in the builder that one can choose depending on the output they want to show the end user.
Supported Blocks in the WhatsApp channel
Build your bot in minutes using the Guided Conversations (GC) builder to address simple customer questions and issues in your configured WhatsApp channel. First, make a note of the blocks supported in WhatsApp for leveraging the Blended Conversations feature in Zoho Desk.
Types of blocks:
1 Response blocks
2 Action blocks
3 Zoho Desk blocks
2 Action blocks
3 Zoho Desk blocks
Response Blocks
The response blocks can receive input or display a message to the user.
1. Message Blocks
2. Question Blocks
3. Choice Blocks
The choice block allows users to choose one or more options from an available list.
- Button
Button selection type - Only the single select option is supported in WhatsApp.
- Dynamic Button
Button selection type - Only the single select option is supported in WhatsApp.
- Choice Card
Action Blocks
The action blocks help perform a range of actions in the back-end, generally altering the course of a conversation.
Zoho Desk Blocks
Transfer Chats to Live Agents
While GC Blocks help you create effective automated flows, some scenarios require a human touch. Using the Transfer to Agent block in your flow, you can smoothly hand over a conversation to a live agent when needed. The entire conversation history is preserved, so the agent has full context.
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