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The new Comment feature within the Flow project creates a seamless experience for the Flow users to collaborate and communicate project-level information. Comments can be used to provide suggestions, ask questions, notify project-related updates, etc. within the Flow project. The use of comments reduces the internal support effort, and confusion. All Flow users can add comments. Adding comments does not change the behaviour of the Flow. Comments are presented in a list format based on the hierarchy of the triggers and replies. The author of the comment is identified by the Flow username and avatar. Adding a comment You can add comments to triggers, reply actions, and flows.  Note: You cannot add comments to delays and conditions. Select the trigger or reply action. Click the Comment tab  Click Add comment Enter the message Click Comment Triggers and Replies that have comments attached to them are marked with a comment icon. A user can also click on the comments icon in the bottom right. This would select the trigger and automatically open the comments tab in the sidebar.   Replying to a comment You can reply to any comment including your own comments. Select the comment Enter the reply text in the Add reply to comment field.  Click Comment Editing a comment  You can only edit your own comments.  Click the vertical ellipsis for the comment.  Click Edit Enter the new comment. Click Save  Removing a comment You can only remove the comments that have been created by you.  Click the vertical ellipsis for the comment.  Click Remove         Note: Flow users with Owner permissions can delete comments by other users.  Versions Like any other information associated with project versions, comments are part of the project. Promoting a project from draft to development, performing rollback, and exporting a project will include all the existing comments.  Note: When you promote a project from Development to Production, all comments will be hidden.  Read more about Flow Versions. Grouped comments When viewing comments inside the Comments tab of the Flow, all individual comments are grouped by their associated trigger or reply action. If a trigger or a reply is removed at any point the time, all associated comments will move to the Unassociated group. Group comments for a trigger or replies are sorted by oldest creation date first.        
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by Khoros Staff Khoros Staff Jun 24, 2022
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This article explains definitions for all the Flow metrics captured in Flow Analytics. Flow Metrics  Flow analytics captures events that take place during user interaction with a chatbot. With each reported event, you can find an agent_id and thread_id. The agent_id relates to the Flow project and the thread_id relates to the interaction with a customer. When considering the Flow event metrics like interaction, handover or resolve, you might see small variants in the reported numbers; this is expected when you compare a metric for a specific period. Sometimes a user interaction can span a longer period than you are currently looking at, ensure that you are considering the correct timeframe.  Flow Analytics Dimensions Analytic events are separated into two dimensions: Thread and Brain events.  Thread events The following events are tagged with the thread events dimension when there is an interaction: Event Definition MESSAGE_IN Flow receives a message Note: This can be either from a customer, a moderator, or an agent (use the originator_role to distinguish). MESSAGE_OUT A reply is sent back by the automation LANGUAGE A language is detected (present in the language field) COUNTRY A country is detected (present in the language field) EVENT_OPENING An opening event is triggered (only supported by certain channels) EVENT_BROADCAST A broadcast is triggered PROJECT A new Flow project has been created ORGANISATION A new Flow organisation is created INTERACTION_NEW When a new interaction is created INTERACTION_UPDATED An existing interaction is updated RESOLVED_BY_BOT An interaction is resolved by the automation RESOLVED_BY_AGENT An interaction has been resolved by an agent TAKEOVER A takeover/handover is applied to an existing interaction TAG_ADD A tag is applied to a user TAG_REMOVE A tag is removed from a user USER_NEW A new user is registered Specific for voice: Event Definition VOICE_CALL_DISCONNECT A call is disconnected VOICE_CALL_HANDOVER A handover is applied for a call VOICE_CALL_CONFERENCE_END A call ends VOICE_CALL_AGENT_JOIN An agent joins a call VOICE_CALL_HOLD_ON A call is put on hold  VOICE_CALL_HOLD_OFF A call is put back from hold VOICE_CALL_AGENT_MUTE_ON An agent puts the call on mute VOICE_CALL_AGENT_MUTE_OFF An agent puts the call off mute Fields Field Description __time Date in a UTC format agent_id Flow project ID channel_id Connected channel or source ID channel_name Type of channel country Two-letter identifier of the region For example: us event_name Type of event  For example: MESSAGE_IN, TAKEOVER, USER_NEW, TAG_ADD language Two-letter language code  For example: en originator_role The originator’s role for the event For example: SYSTEM, EXTERNAL, MODERATOR, etc. tag_name Name of the tag that is applied tag_value Value of the tag that is applied thread_id Conversational thread between the bot and the customer resolution Reason of resolution attachment_event_name Event name that is triggered timestamp UNIX timestamp event_value Related Payload  campaign_id Broadcasted campaign care_conversation_id Care Conversation ID interaction_id Unique id for every interaction Brain events The following events are with the brain events dimension when there is an interaction: Event Definition FLOW_TRIGGERED A specific flow is triggered UNKNOWN_TRIGGERED An unknown message is received SENTIMENT AI estimated sentiment Note: You can find the Sentiment value in the Sentiment field. TAG_CREATED Old form of tags for thread params.  Note: You can find usage of it inside of text replies in the Advanced section in the right sidebar. Fields Field Description __time Date in a UTC format agent_id Flow project ID brain_name AI model flowai for single language model or flowaiv2 for multilingual model channel_id Connected channel or source ID channel_name Type of channel event_name Name of the event that is triggered flow_id Flow ID that is triggered  Note: This can change between versions flow_immutable_id Unique Flow ID that is triggered flow_name Name of the Flow that is triggered intent_id Intent ID that is matched  Note: This can change between versions intent_immutable_id Unique intent ID that is matched intent_label Name of the intent that is matched language Two-letter language code query The text utterance step_id Unique step ID that is matched step_name Name of the step that is matched step_type Type of the step that is matched  For example EVENT, INTENT, ANYTHING, NOTHING, etc.  thread_id Conversational thread between the bot and the customer accuracy AI confidence matched with an intent threshold Confidence threshold used for matching the intent timestamp UNIX timestamp
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by Khoros Staff Khoros Staff Aug 29, 2022
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