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Chat Component

  • Chat components that can be used in flow.
    1. The different chat components that can be used in flow:
      • Send Chat - This enables the bot to send messages within a chat interface. Messages of the below content types can be sent to a user - 
        •  Text
        • Image/Audio/Video/Document

      • Send and Await Reply -
        • This enables the bot to send messages and wait to receive the customer’s response within a certain time (Reply Timeout) which can be evaluated using Branch Component. You can check how this works by navigating here.
          Messages of the below content types can be sent to a user -
          •  Text
          • Image/Audio/Video/Document
          • Message with Buttons (maximum 3 buttons)
          • Carousel (maximum 10 items)
          • Menu Buttons (maximum 5 buttons)
      • Menu Button - This allows users to configure conditions to handle Quick Action Button responses within the component without using the Branch component separately, unlike Send and Await Reply. You can check how this works by navigating here.
        Messages of the below content types can be sent to a user -
        • Message with Buttons (maximum 5 buttons)
        • Menu Buttons (maximum 5 buttons)

      • Get User Input - This is a user-oriented data collection component integrated into the workflow, enabling businesses to harness valuable user inputs to address various business use cases.
        Below are the different validations that should be supported:
        • Any - Matches anything that is non-empty
        • Alphanumeric - Matches both letters and numbers
        • Email - Matches e-mail
        • Number - Matches integer number
        • Phone Number - Matches Phone Number
        • URL - Matches URL
        • Date - Matches date
  • Chat Routing

    Routing workflows enable businesses to create personalized journeys for their customers. Here's how to create a routing workflow that routes a customer's chat request to an agent.

    1. Select Create a new flow from the Routing → Flows menu.
    2. Enter a friendly label for the flow in the top left corner of the screen — for example, "Chat Routing."
    3. A “Start” node will appear on the screen; this is where the flow execution will begin. To begin creating a routing workflow, connect the Start node to a component from the left side of the screen.
    4. Drag and drop the Business Hours component onto the canvas. When a component is placed on the canvas it becomes a node.  Drag a line from the Start node's Incoming Chat box to the Business Hours node. From the pop-up menu, select the business hours to be used in routing decisions. The drop-down will include the Business Hours that you set on Routings > Business Hours.

      Once you select the business hours, click Validate.
    5. Next, drag Queue and Route from the list of components onto the canvas and draw a line from the Time Zones box to the Business Hours node.

      The Queue and Route node requires that you specify three configuration settings: a queue, a channel (chat in this case), and a team to route the customer chat to.
      • Queue settings — Select an existing queue from the routing queues drop-down or create a new one. You can optionally specify Event Callback URL(s) for posting the details of each event separately, such as ACW Completed, Agent Assigned, Transfer, or All Events posted to one URL.
      • Channels — Configure a timeout for the incoming chat, compose a pre-assignment message for customers before an agent is assigned, an assignment message when an agent is assigned, and a post-assignment message for customers when an agent joins the chat.
      • Route and Assign — Choose which team/agent will handle requests from this queue.
    6. Once you've finished your flow, you can save it as a draft or publish it directly. If you save it as a draft, you’ll be able to make changes to it in the event of a final review. If you publish it, it will be available to be associated with a number.
    7. To assign the flow to a chat application, navigate to Channels → Chat. Click on the name of the chat application, then under General select the flow from the Associated Routing Workflow drop-down.
  • Chatbot Configuration using the available Chat components.
    1. An admin can configure a chatbot within a flow that is configured to handle an incoming chat. The chatbot interacts with the customer before and/or after the interaction with an agent.
    2. An admin can use a combination of Send Chat and Send and Await Reply/Menu Button components in Flow for the bot to send messages to the user.
    3. Customer responses can be received through the following mechanisms:
      • Text
      • Text replies from Buttons
    4. Admin can configure the type of response that is expected to be received from the customer and choose to validate the customer’s response.
    5. Only the first text response received from the customer will be validated if a response format is defined. Similarly, the first button selection will be used to decide the chatbot’s flow.
      Any following button selections for the previous message will not be considered as inputs.
      Here are 2 ways of using Send and Await Reply and Menu Button components:
      • Case 1:
        • Send & Await Reply - To send a message to the user and wait for the response.
        • Branch - To evaluate the response received from the user for the Send & Await Reply component.
      • Case 2:
        • Menu Button - To send a message to the user, wait for the response and also evaluate it.