Components
The building blocks of creating a workflow.
Workflow conditions:
  • Queries to match:
    • The platform will attempt to match the phrases in order to push the user into the appropriate workflow. If no phrases match, the question will be pushed into the "article deflection" role
  • Conditions to match:
    • You can choose to only include certain users in a workflow by specifying what user properties they must have, such as a name, email, operating system, etc.
  • Feedback options:
    • If enabled, at the end of a workflow, user's will get prompted to leave positive or negative feedback.
Message types:
  • Text:
    • Can be used to send a short message as a greeting, question, or explanation. Variables such as name, email, etc. can be referenced to make the message more personalized.
  • Random:
    • Same as the "text" message type, but can provide several different options, which will be randomly sent to the user.
  • Image:
    • Uploads an image or GIF for the user to reference when necessary.
  • Link:
    • Provides a link in a button format so the user can directly open the page in a separate tab or directly embed a help center article within the existing chat by enabling the "send article" field.
  • Multiple links:
    • Same as "link" type, but provides them in a carousel format. Most useful when there is more than one article or link to display.
Logic types:
  • Conditional:
    • If-then-else statements can be used to create paths for customers that meet certain conditions based on variables.
  • User input options:
    • The user is provided with clickable buttons, which are stored as a variable and can be used later in the workflow (commonly for conditional statements).
    • Additional fields:
      • "Show cancel button" box: if checked, the user will be shown an extra input option using the text from the "cancel option" in the settings. If clicked, this will trigger the "cancel capture" role mentioned above.
      • "Disable text input" box: if checked, it will turn off the user's ability to type any messages while presented with input options.
      • "Enable fallback to knowledge base search" box: if checked, the user will be shown an extra input option named "That wasn't it". If clicked, the chat will default to the "article deflection" role for the rest of the chat.
  • User input text:
    • Same as "user input options", but the user can free form type what the variable should be stored as.
  • Run custom JavaScript:
    • Custom javascript code will be run on our servers in an isolated environment. Previously defined workflow variables can be passed into the javascript code, and the code can return a value back to the workflow (also stored as a variable accessible by following blocks).
    • This block is especially useful for transforming / combining variables in custom ways, and for fetching data from an API and returning it to the workflow for later use / presentation.
  • Workflow transition:
    • Ends the workflow by either automatically transferring them to another workflow or giving them options of other workflows to transfer to. It is commonly used to transfer them to chat with a live agent or mark the conversation as helpful.
Action types:
  • Show IFrame:
    • Ability to display contents from another source, such as a website, within the chat
  • Create Zendesk Ticket:
    • If Zendesk is connected, the user can submit a ticket directly within the chat and will be delivered to the Zendesk instance. Items like custom fields, prompting of users to edit ticket fields, whether to show the cancel option, etc. can be modified in this component.
  • Zendesk Chat:
    • If Zendesk Chat is connected, the user will be transferred to a live chat after they type in their first message to the agent. The agent will receive transcript history to get context on previous attempts at assistance.
  • Sunshine Chat:
    • Same as above if Sunshine is connected. Also, have the ability to add tags and other Zendesk fields.
  • Create Salesforce Case:
    • If Salesforce is connected, the user can submit a ticket directly within the chat and will be delivered to the Salesforce instance. Items like custom fields, prompting of users to edit ticket fields, whether to show the cancel option, etc. can be modified in this component.
  • Salesforce Chat:
    • If Salesforce Chat is connected, the user will be transferred over to a chat after they type in their first message to an agent. The agent will receive transcript history to get context on previous attempts at assistance.
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