Metrics and logs
Google Tag Manager
Sunshine Conversations integration
Authenticating users securely
Cohere session definition
Multiplayer status events
Selective session recording
Getting current session URL
Salesforce + phone workflow
The settings can be found on the right side of the workflows search bar. Within the settings, there will be a few items that can be adjusted.
Editable text, which is displayed when the "show cancel option" field is enabled in the input option or ticket creation component (described later on).
Key workflows will be assigned "roles", which will trigger when a specific situation occurs. The roles can be reassigned to different workflows in the settings.
Below, we've provided what triggers these roles and how workflows are commonly used in response to them.
Triggered by: a user's query cannot be matched to a workflow, the chat will try to suggest a help center article that is most relevant to their query.
Common usage: Editing the text copy as well as the number of article suggestion attempts before transferring them to ticket submission or a live agent.
Triggered by: a user clicks the "cancel option" described earlier.
Common usage: Acknowledging their cancel request with a thumbs up emoji or "sounds good" message
Triggered by: a user sends a message that cannot be matched to an article or workflow
Common usage: A message saying "sorry, I'm not quite sure about that" in an attempt to get them to rephrase or provides them with the option to submit / connect with an agent
Triggered by: a chat conversation beginning
Common usage: Messages welcoming them to the platform and asking how they can be of assistance.
Triggered by: a user sends a message that is vague and requires a bit more information to get them to the right answer
Common usage: A message that asks them to provide more information, such as "can you provide some more details on what you're trying to do?"
Note: there are two other roles - "Greeting Response" and "Reset" - which are deprecated and will be removed in the future.
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