Execute an action, like Cloud Code or calling a webhook.

Tag 

You can apply or remove tags within a flow. Tags can be used to measure flow conversion or build segments of contacts.

Conditions and Code Actions also support tags.

All tag operations are recorded in the 'user.tagsHistory' list accessible in Code actions. The following tag operations are recorded:

• Adding tag
• Removing tag
• Updating existing tag with a new value

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Note:tagsHistory list only includes 200 most recent items which means that if your bot has more than 200 tags, a user you will not see oldest history. This does not affect the amount of tags single user can have, they are not limited which means you can attach as many tags as you need, however tagsHistory will only display 200 latest items.

Adding tag

You can add new tags and specify both a name and a value. If a tag with the same name but a different value is added, it will overwrite the existing tag with the same name.

Removing tags

You can remove one or multiple tags within a flow.

Reset

Resetting a flow drops any current conversational context and parameters.

Everything

Reset all flows, parameters, and context. Basically, this reply action clears the bot's memory.

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Caution: Resetting all context at the wrong place in the flow prevents the AI engine from finding matches. Use this action sparingly and purposely.

All parameters

Only resets the parameters of your bot. All the collected values will be reset. The context, however, will be remembered as the conversation flow.

Specific parameters

This will reset only specific parameters within your flow. Use this for example when you want to replace parameters with new values.

Resolve

Resolve your conversations automatically without having to archive them manually. The resolve action works like the handover but instead of moving a conversation into a handover state, it resolves it.

Conversation can be resolved with:

• Reason (fixed): bot, agent
• Resolution (free text): ‘ABC’, ‘spam’ etc

 

 

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Note: Both the reason and resolution can be used for analytics purposes.

Automatic resolves

Instead of adding a resolve action inside a flow, you can also resolve all conversations that are older than a certain date or remove all data that was last updated before a certain date.

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Note: To enable this feature within your project settings you'll have to upgrade to an enterprise plan.

You can read more about automatic resolves here .

Handover

Indicates that a conversation requires human assistance. Optionally, you can specify the bot not reply to a user while in handover state.

Integrations

Built-in integrations like Khoros and Front require the handover action to let agents within those systems pick up conversations.

Hand back

Handing back a conversation to the bot is done within a customer service solution or the Flow Chat app.

Change in bot handover duration

Overview

To optimize database performance, the default pause duration for bot handover to an agent has been revised. Previously, this duration was set to indefinite, which negatively impacted the database. The new maximum duration has been set to 3 months. This document outlines the details of this change and provides guidance on its implementation.

Rationale for Change

• Database Performance Optimization: The indefinite pause duration caused an accumulation of unclosed conversations, straining the database resources and leading to performance issues.
• Operational Efficiency: A 3-month period is deemed sufficient for resolving customer queries. If a conversation remains unresolved beyond this period, it indicates a potential issue in the customer’s process that needs to be addressed.

Expected Benefits

• Improved Database Performance: Reduction in the number of indefinitely paused conversations will lead to better resource management and performance.
• Enhanced Customer Service: Encourages timely resolution of customer queries and highlights process inefficiencies in customer handling.