Hello Zoho developers, 

Understanding Guided coniversation in Zoho desk.

Guided Conversations, also known as GC in Zoho Desk is a way to implement your self-service strategy.

It is a GUI (Graphical User Interface) based, low-code, self-service platform aimed to deliver a great customer experience.

 

Using a set of predefined questions, GC guides users to help them find answers to their questions, or perform activities like creating a ticket, booking an appointment, tracking an order, and much more.

Guided Conversations is independent and does not involve a support agent's intervention. The users will be asked a question, the answer to which will prompt another relevant question. With each question, the user can move closer to what they are looking for.

Instead of looking for an agent or searching through the website, the users can use Guided Conversations to find their answers. GC can provide support round-the-clock, which makes it easy for customers to get help at the right time, resulting in a great customer satisfaction.

GC Flows

Flows are a series of responses built using blocks, paths, and variables that provide conversational self-service solutions to users on your website or mobile app.

How to enable and create a guided conversation in Zoho desk 

There are steps to help you create a GC flow:

1. Log in to your Zoho Desk account.

2. Go to the settings.

3. Search for "guided conversation" and select the GC flow.

4. Create the GC flow.

Start building Guided conversation 

Blocks are the single units of action items that are used to build a conversation flow.

To add a block to your GC flow

 

1. Go to Setup > General > Guided Conversations.

2. Select the Flow in which you want to add a block.

3. On the Guided Conversations builder, click (the Add Block icon).

 The Add Block panel will appear on the right.

4. Select the block that you want to add.

For example, Text Block from the Message Block section.

5. Enter a Block Name.

For example: Welcome Message

6. Enter the text you want to show under the Question field. For example: Welcome to our Guided Conversations!

7. Click Preview Block to see how the block will be displayed on computer and mobile devices.

8. Click Save.

Similarly, you can add the required blocks at various points in the GC flow.

Here is a video demonstrating how to set up a guided conversation in Zoho Desk.