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Flow allows you to create multiple fallback scenarios for when the NLP engine fails to understand a message. The Unknown Trigger For creating fallback scenarios we provide a special trigger called   Unknown. Whenever the system receives a trigger it cannot match it will search for an Unknown trigger. Handing over to humans If you want to hand over a conversation to a human agent, you can do this by using the   takeover action   in   cloud code.     Auto Pause When a human agent sends a message using the Chat app the NLP engine is paused automatically. You can set the number of minutes before the bot is activated again using the project settings. The NLP engine also automatically pauses when there a messages being sent by moderators on Channels like Facebook Messenger. For example: when an employee uses the Facebook for business app to send replies. Example Scenarios Standalone AI Assistants Add a new flow Start with the trigger Unknown Add a Text reply with the message:   Sorry I don't know about that yet Customer service     Add a new flow Start with the trigger Unknown Add a Text reply with the message:   Thank you, one of our service operators will be here shortly Drag and drop an action with Takeover Drag and drop an action with Pause bot Customer service, double tap     Add a flow Start with the trigger Unknown Add a Text reply with the message:   Could you please rephrase the question Add another the Unknown trigger below the reply message Add a Text reply with the message:   Thank you, one of our service operators will be here shortly Drag and drop an action with Takeover Drag and drop an action with Pause bot Read more on Handover actions:  Chatbot Handoff How to nail the bot to human handoff How pausing and resuming works with Front How to implement Push Notification How to hand over to a human agent Send text versus trigger event Trigger the bot from within Front
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by Khoros Staff Khoros Staff Jun 19, 2021
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The Payload list/button support for WhatsApp enhances the user experience for the end-users.  It helps to create preset options for the users who are seeking instant consultation over WhatsApp. The users can choose from the available options, this eases the process by reducing the typing effort for the end-users. This also curates the inputs that are sometimes not recognized by the bot.  Implementing the Payload support for WhatsApp also helps to retain and retrieve the customer resolution histories, if required. To implement payload list/ button support for WhatsApp, ensure that you have integrated WhatsApp.  Create Payload List Support for WhatsApp In a Flow, create a Trigger Event . In the Replies section, drag List and create List Items for the list. Update the following for List Items: Note:    You can add multiple lists and list items. To avoid errors, ensure that the text length in the field is in-inline with WhatsApp/ Facebook restrictions . You can see the error messages in the Notification section.  List Fields  Description Header Type   Select a reply format (text, image, video, or document).  This is set to None, by default.  Header Value Enter a List name that broadly defines the list. Note: You should select a header type in order to enter a value. Body Enter additional information about the list or customer concerns that must be addressed. Section Title Enter section name that broadly defines the list options. List Item Title Enter option names for the customers.  List Item Description Enter additional information to describe the option.  List Item Type Select the list type:  Send Text Value- To send a text reply.  Trigger Event- To trigger another event. Value or Event Depending on your selection in the above field: Enter the text reply for Send Text Value. Select an event for Trigger Event.  Note: The event needs to be created first.  PARAMS (Optional) Enter the Label and Value.  This information is archived in the database with the label and value for future retrieval. The default use case is using param in bot conditions. Button Text Enter final call to action for the customers, once the customer chooses from the list options. Footer (Optional) Enter additional information or announcements, if any.    Create Payload Button Support for WhatsApp In a Flow, create a Trigger Event . For the Replies section, add Buttons . Update the following for Button options: Note:    You can add multiple lists and list items. To avoid any errors, ensure that the text length in the field is in-inline with the WhatsApp/ Facebook restrictions. You can see the error messages in the Notification section.  List Fields  Description Header Type (Optional) Select a reply format (text, image, video, or document).  This is set to None, by default.   Header Value Enter a Button name that broadly defines the list. Note: You should select a header type in order to enter a value. Body Enter additional information about the list or customer concerns that must be addressed. Button Title Enter option name for the customers.  Button Type Select the button type:  Send Text Value- To send a text reply.  Trigger Event- To trigger another event.  Button Value Depending on your selection in the above field: Enter the text reply for Send Text Value. Select an event for Trigger Event.  Note: The event needs to be created first PARAMS  Enter the Label and Value.  This information is archived in the database with the label and value for future retrieval.  Footer Enter additional information or announcements, if any.   Separate list section items/ button options should have different Text Values or Trigger Events in order to provide distinct resolutions for the options selected by the end-users. 
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by Khoros Staff Khoros Staff Nov 19, 2021
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