Integrations

Learn about integrating Flow with other channels and platforms

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Connect to a multitude of different messaging channels and platforms. Messaging Capabilities We support a wide range of messaging channels. WhatsApp Web widget Facebook Messenger Telegram Slack SMS Twilio MessageMedia Customer Services Create a hybrid chatbot-human solution by connecting to the following customer care platforms. Coosto Freshchat Front Khoros Sparkcentral Zendesk Analytics We support these third-party analytic services Chatbase Google Analytics Dashbot Do it yourself Web Socket API REST API Other Zapier

by Khoros Staff

811

Flow provides access to the richest features across the broadest set of messaging and voice channels. This comparison grid provides a comprehensive view of feature support across all built-in channels. Reply Action Web Messenger WhatsApp RBM Telegram SMS Twitter Instagram Business Messages Business Chat Text ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ Emojis ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ Animated gifs ✔️ ✔️ Event ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ Image ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ File ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ Video ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ Audio ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ Location ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ Card ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ Carousel ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ List ✔️ ✔️ ✔️ Buttons ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ Quick replies ✔️ ✔️ ✔️ ✔️ Webviews ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ Triggers Text ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ Any text ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ Event ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ Action ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ Unknown ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ Image ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ File ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ Video ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ Audio ✔️ ✔️ ✔️ ✔️ ✔️ Location ✔️ ✔️ ✔️ ✔️ Timer ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ Others Link & trigger ✔️ ✔️ ✔️ ✔️ Comments Full-support, requires Flow.ai on boarding Full-support, requires Flow.ai on boarding Full support except keyboards

by Khoros Staff

930

Flow provides an easy-to-use web widget that can be placed on a website. This allows visitors to the website to directly chat with a chatbot or human agent. Capabilities The web widget supports a wide variety of reply actions as seen in the messaging capabilities grid. Below is a detailed view of each capability. Text Web widget displays any plain text messages. Text docs - JS template docs Emojis Web widget displays any unicode emoji sent in text messages. Mobile users can use the emoji keyboard on their device to send them. Emojis docs - JS template docs Image Web widget displays static images. Image docs - JS template docs File Web widget displays files and allows users to download them. File docs - JS template docs Video Web widget displays videos and allows users to play them. Video docs - JS template docs Audio Web widget provides audios and allows users to play them. Audio docs - JS template docs Location Web widget displays Google Maps link of the location. Location messages include longitude and latitude coordinates. Location docs - JS template docs Card Web widget displays cards. Cards must include title and optionally can include subtitle, media, action and buttons. Card docs - JS template docs Carousel Web widget displays carousels that contain cards. Carousel docs - JS template docs List Web widget displays lists that contain cards. List docs - JS template docs Buttons Web widget displays buttons. Buttons docs - JS template docs Quick replies Web widget displays quick replies. They are ideal for yes / no type of questions. Quick replies docs - JS template docs Configuration To get started, first add a Web widget integration to your project Choose the project to which you would like to connect WhatsApp using the top left drop-down menu: Go to the “Integrations” section and press the “+” sign: Select the Web widget integration Copy and paste the embed code within the HTML of your web page, Here is a simple example showing the embed code: <html> <head> </head> <body> <script src="https://widget.flow.ai/w/[your token]==/flow-webclient-1.1.2.min.js"></script> </body> </html> Customization There are various customization options for the web widget that can be applied within the dashboard settings Language Specify the language of the web widget. This will update button labels etc to the specific language. Opening message The message displayed in the center when opening the chat widget Tint color Specify the color used for the background of the header and button Widget position Adjust the location on the screen where the button will be displayed Button type Choose the type of button to use. The default is a message balloon icon colored by the tint color. You can also change the button appearance by uploading a custom image. This must be a square image with a 256x256 pixel resolution. Disable upload button This option allows you to prevent users to upload and send any files using the upload functionality. Header Change the default title and description that are shown in the header section of the widget Avatar By default we show a bot avatar for each message sent by the chatbot. You can disable this entirely or upload a custom avatar image. Make sure the image is square. Preferred size is 228x228 pixels. Character limits Users are limited by 140 characters for a message intentionally There is an option to disable this behavior and allow text of any length to be send. Note: Having a 140 character limit makes it impossible for users to copy and paste long texts like the content of an e-mail Client nonce This security setting is turned on by default and reduces the risk of another party trying to send messages by using just a threadId. We recommend leaving it on for client side connections. If you make use of the flowai-js SDK we'll store and track the client nonce automatically. If you just connect using the Socket API you'll need to make sure you store and send the nonce with each HTTP request. Note: This setting prevents sharing a threadId between clients. For use cases where this is required, we you can disable this setting. Embed settings There are additional settings and functionality you can use to customize how the web widget behaves on your website. Pro-active messages You can configure a pro-active message to be displayed using the dashboard settings. If you want more control you can also do this using the following on-page settings: <script type="text/javascript"> var userName = "Jane"; __flowai_webclient_proActive = { message: "Hi " + userName + ". Let me know if I can help", delay: 10, autoHide: 0 } </script> <script src="https://widget.flow.ai/w/[your token]..."></script> Trigger event Automatically triggering an event is especially useful for showing a welcome message or pushing a dialog into a specific flow when a user opens the web widget. An event can be triggered by adding a global javascript variable called __flowai_webclient_autoTriggerEvent . The following example will automatically trigger the event SHOW_WELCOME whenever a user opens the web widget for the first time. Example <script type="text/javascript"> window.__flowai_webclient_autoTriggerEvent = 'SHOW_WELCOME'; </script> <script src="https://widget.flow.ai/w/[your token]..."></script> Note: Opening events are not considered as a new session. Read how we measure sessions. Security settings Khoros Flow has improved the security mechanism for the web widgets by incorporating Socket Security Layer (SSL). SSL helps to validate the one-time token for the customer web requests. For a secured channel, you need to enable Secure Token validation for the session. Without a valid Token, a session is not established or communication will go not through the secured channel. Configure the Secure Token validation Webhook for the channel, validate and enforce HTTPS protocol to establish the session. Enable Web Widget Security You need a backend environment to validate One-Time Token (OTT) requests. Update the widget code to generate the OTT and embed the code on the client-side before the widget gets uploaded. Example //Generate and set up a One-Time Token window.__flowai_ott = "3587acb9aba75972b8f9280c2187e037d27e99e17a6c6cd27b15c7a45496d91c" const widget = document.createElement('script') widget.src="https://flow.dev.aws.lcloud.com/channel-webclient/w/YTl2WTYyeDVPfGNFNk4xMzlwUA==/flow-webclient-1.1.2.min.js" document.body.append(widget) Follow the below steps to enable the security settings for the Flow: In a Flow, click Integration from the left panel. Click + to integrate the web widget. Click the Customize tab. Select the applicable options for the session security. Enter the webhook URL in the Secure Token Validation field for token verification. Enter the generated token in the Authorization token for validating the OTT field. Click SOFT MODE. Note: If you enable SOFT MODE, the validated result is accessible via isAuthenticated param. You can provide access to secure flows only. The session will be established even though the token is unauthorized. Click Save. Test the Flow Design You can test the secured session status using the Flow condition trigger. Attach widget to specific HTML element You can attach the widget to some specific HTML element on your page by setting __flowai_webclient_embed to your_element_id . This allows you to run the widget full screen or embedded within an element on your page. Example <div id="my-div"></div> <script type="text/javascript"> window.__flowai_webclient_embed = 'my-div'; </script> <script src="https://widget.flow.ai/w/[your token]..."></script> Auto send message This works pretty similar like the triggering of an event. The big difference is that a message would be send as if the user did it him or herself. Example <script type="text/javascript"> window.__flowai_webclient_autoMessage = '3 pizza hawaii please'; </script> <script src="https://widget.flow.ai/w/[your token]..."></script> Auto open Automatically open the web widget when it's loaded on the page by setting __flowai_webclient_autoOpen to true . Example <script type="text/javascript"> window.__flowai_webclient_autoOpen = true; </script> <script src="https://widget.flow.ai/w/[your token]..."></script> Alternative button We have an option you can use a custom button in HTML to open or close the web widget. Provide a query selector that matches the button you want to use to toggle the widget. Example <script type="text/javascript"> window.__flowai_webclient_triggerSelector = '#alternativeButton'; </script> <a href="#" id="alternativeButton">Click me!</a> <script src="https://widget.flow.ai/w/[your token]..."></script> The example above shows a HTML <a/> link with an id attribute alternativeButton . The corresponding query selector is #alternativeButton . You can specify any valid selector with the window.__flowai_webclient_triggerSelector option. Hide default button You can hide the default button by setting the __flowai_webclient_hideButton to true Example <script type="text/javascript"> window.__flowai_webclient_hideButton = true; </script> Hide download button You can hide the download button by setting the __flowai_webclient_hideDownloadButton to true Example <script type="text/javascript"> window.__flowai_webclient_hideDownloadButton = true; </script> Hide header close button You can hide the header close button by setting the __flowai_webclient_hideHeaderCloseButton to true (works only after hiding default button) Example <script type="text/javascript"> window.__flowai_webclient_hideHeaderCloseButton = true; </script> Hide header You can hide the header itself by setting the __flowai_webclient_hideHeader to true . Example <script type="text/javascript"> window.__flowai_webclient_hideHeader = true; </script> Hide opening message You can hide the opening message by setting the __flowai_webclient_hideOpening to true . Example <script type="text/javascript"> window.__flowai_webclient_hideOpening = true; </script> Custom font It’s possible to use a custom web font within the web widget. We support Google Fonts, Adobe Fonts (Typekit) and custom hosted fonts. Example of using a Google font: <script type="text/javascript"> window.__flowai_webclient_font = { family: 'Crimson Pro', url: 'https://fonts.googleapis.com/css2?family=Crimson+Pro' } </script> <script src="https://widget.flow.ai/w/[your token]..."></script> You can also use your own hosted web font but providing an absolute URL to a CSS file. Example Using a Custom hosted web font: <script type="text/javascript"> window.__flowai_webclient_font = { family: 'Gilroy-Regular', url: 'https://flow.ai/assets/fonts/widget.css' } </script> <script src="https://widget.flow.ai/w/[your token]..."></script> Example of the loaded CSS file @font-face { font-family: 'Gilroy-Regular'; src: url("https://flow.ai/assets/fonts/31BF8D_6_0.eot"); src: url("https://flow.ai/assets/fonts/31BF8D_6_0.eot?#iefix") format("embedded-opentype"), url("https://flow.ai/assets/fonts/31BF8D_6_0.woff2") format("woff2"), url("https://flow.ai/assets/fonts/31BF8D_6_0.woff") format("woff"), url("https://flow.ai/assets/fonts/31BF8D_6_0.ttf") format("truetype") } Session storage By default the widget stores messages accross browser sessions. By setting __flowai_webclient_storage to session you can change this behavior. When set to session all messages are removed when a user closes the web browser. Example <script type="text/javascript"> window.__flowai_webclient_storage = 'session'; </script> <script src="https://widget.flow.ai/w/[your token]..."></script> Sending params The Flow.ai contextual AI engine will find and use entities within flows. Sometimes you might already have certain information available inside the front end the AI could use. You can send this data by setting __flowai_webclient_params . The format of the params is identical to the way you receive data within cloud code or a webhook. Example <script type="text/javascript"> window.__flowai_webclient_params = { departure_city: [{ value: 'Amsterdam' }], destination_city: [{ value: 'NYC' }] } </script> <script src="https://widget.flow.ai/w/[your token]..."></script> Custom originator We call the sender of a message the originator. By default anyone using the web widget has an anonymous originator. You can however send information that allows you to identify a user. This is useful if you are using the web widget in a secure environment where you have identified the user. Example <script type="text/javascript"> window.__flowai_webclient_originator = { name: "Jane", profile: { fullName: 'Jane Doe', picture: 'https://my-user-images.com/jane.png', email: 'jane.doe@mycorp.com' }, metadata: { userName: 'janedoe21', userRole: 'admin' } } </script> <script src="https://widget.flow.ai/w/Aasdasdada132424234..."></script> Event handlers We provide a __flowai_webclient_events.addListener method to add custom event handlers. The events that are triggered are similar to the Flow.ai JavaScript SDK. Reply messages Whenever Flow.ai sends a reply to the web widget you can subscribe to handle these reply messages. <script type="text/javascript"> __flowai_webclient_events.addListener('received', function(reply){ // Called when a reply is received // Do anything with the reply }) </script> <script src="https://widget.flow.ai/w/[your token]..."></script> Sent messages You can also subscribe to messages that are send by the user. Whenever Flow.ai has received the message it will trigger a delivered handler. <script type="text/javascript"> __flowai_webclient_events.addListener('send', function(message){ // Called when a message was sent }) __flowai_webclient_events.addListener('delivered', function(message){ // Called when a message was delivered }) </script> <script src="https://widget.flow.ai/w/[your token]..."></script> Other events __flowai_webclient_events.addListener('error', function(err){ // Called on error events }) __flowai_webclient_events.addListener('connected', function(){ // Handle connected event }) __flowai_webclient_events.addListener('reconnecting', function(){ // Handle reconnecting event }) __flowai_webclient_events.addListener('disconnected', function(){ // Handle disconnected event }) Other Fullscreen mode Flow.ai allows you to open web widget in a fullscreen mode. Simply add fullscreen=true to your web widget's query parameters. For example https://widget.flow.ai/try/Y2IwOGE4OGItOGU2My00MGE0LTkyMDAtYmM1N2Y0ZWIzMzcxfDVmMmZhNDk2LWNjMDQtNDA4Ni04YTA2LWY3MDcxMzYxMzMzYQ==?fullscreen=true Non-rounded bot avatar Flow.ai allows you to remove rounding from bots avatar. Simply add nonRounded=true as a query parameter to the URL of your web widget. For example: https://widget.flow.ai/try/Y2IwOGE4OGItOGU2My00MGE0LTkyMDAtYmM1N2Y0ZWIzMzcxfDVmMmZhNDk2LWNjMDQtNDA4Ni04YTA2LWY3MDcxMzYxMzMzYQ==?nonRounded=true

by Khoros Staff

747

WhatsApp is a channel that is built fundamentally on trust, safety and privacy. One of the reasons why so many people use WhatsApp is because it’s spam and advertisement free. Because WhatsApp wants to keep it that way, it can be a bit strict sometimes when want to create a chatbot for WhatsApp. Even though the end-user won't notice most of these restrictions for WhatsApp Business, the developer has to take them in mind, not just during the concepting stage but also when developing chatbots for WhatsApp Business. That's why these docs can be very useful for developing your bot for WhatsApp. We will show you the capabilities for WhatsApp chatbots, how you should configure it and how you can test your WhatsApp bot. Capabilities WhatsApp supports a wide arrange of reply actions as seen in the messaging capabilities grid. Below is a detailed view of each capability. Text WhatsApp displays any plain text messages. Text docs - JS template docs Emojis WhatsApp displays any unicode emoji sent in text messages. Mobile users can use the emoji keyboard on their device to send them. Emojis docs - JS template docs Image WhatsApp displays static images. Image docs - JS template docs Video WhatsApp displays videos and allows users to play them. Video docs - JS template docs Audio Whatsapp provides audios and allows users to play them. Audio docs - JS template docs Location WhatsApp displays Google Maps link of the location. Location messages include longitude and latitude coordinates. Location docs - JS template docs Templated message WhatsApp provides a templated message which allows you to send messages to subscribers beyond 24 hours or to users who have never contacted your phone number. Configuration Flow.ai provides an official WhatsApp Business API integration that connects a project to WhatsApp. WhatsApp has a strict approval process for businesses, but we've made it super easy to start testing a chatbot on WhatsApp in minutes. Overview Flow.ai connects through a WhatsApp Business Service Provider (WBSP) and is a Facebook approved ISV. In order to connect with WhatsApp you'll need to reach out to our sales or support team. What you'll need Make sure your business and use case complies with the WhatsApp Business API policy and WhatsApp Commerce Policy. After contacting us for connecting with a custom WhatsApp phone number you will need to provide additional information and complete the validation process. Facebook Business Manager ID First, you will need a Facebook Business Manager ID to initiate a request authorising Flow.ai to message on your behalf. Read the official Facebook documentation for details on how to get this info. WhatsApp Number Secondly, you will need a phone number that is reachable (phone or texting) and not yet used for WhatsApp. If you need more information regarding phone numbers. Once you have this information, please contact us and we’ll submit your request to WhatsApp. Flow.ai Account Perhaps a little bit obvious, but in order to develop, test and launch your WhatsApp chatbot, you'll need a Flow.ai account. Sign up and get started with your WhatsApp Business bot right away! Testing When building a chatbot for WhatsApp, we recommend testing your bot live on WhatsApp. This can be done in a couple of minutes. The benefit of testing your bot within WhatsApp itself instead of in our Try it out preview mode is that you get a more realistic representation of how your bot will look in WhatsApp. This is especially useful when you use Rich UI Elements, since not all of them will work on WhatsApp due to the current limitations. We will now give you step-by-step instructions on how to test your WhatsApp chatbot. On the bottom of the page, we will also show you a video tutorial for even more clarity. Choose the project to which you would like to connect WhatsApp using the top left drop-down menu: Go to the “Integrations” section and press the “+” sign: Select the WhatsApp integration Add a testing phone number in the following format: +31638678616 When you want to test WhatsApp you can use the preview button in the top bar. This will open the Flow.ai test account. You are able to add up to 10 test phone numbers. If you want to test different projects connected to WhatsApp, simply re-add your phone number to the different projects. WhatsApp will only reply to a single project. FAQ WhatsApp provides an official WhatsApp FAQ. For other questions, feel free to join our Slack Support Channel.

by Khoros Staff

646

If you are new to the Messenger platform, in search of advanced features like the Send to Messenger button, or ready to deploy your Messenger bot to the public, these docs are for you! Capabilities Facebook Messenger supports a wide variety of reply actions as seen in the messaging capabilities grid. Below is a detailed view of each capability. Text Messenger displays any plain text messages. Text docs- JS template docs Emojis Messenger displays any unicode emoji sent in text messages. Mobile users can use the emoji keyboard on their device to send them. Emojis docs - JS template docs Image Messenger displays static images. Image docs - JS template docs File Messenger displays files and allows users to download them. File docs - JS template docs Video Messenger displays videos and allows users to play them. Video docs - JS template docs Audio Messenger provides audios and allows users to play them. Audio docs- JS template docs Location Messenger displays Google Maps link of the location. Location messages include longitude and latitude coordinates. Location docs - JS template docs Card Messenger displays cards. Cards must include title and optionally can include subtitle, media, action and buttons. Card docs - JS template docs Carousel Messenger displays carousels that contain cards. Carousel docs - JS template docs Buttons Messenger displays buttons. Buttons docs - JS template docs Quick replies Messenger displays quick replies. They are ideal for yes / no type of questions. Max 10 Quick replies. Quick replies docs - JS template docs OTNR Messenger provides one-time notification which allows you to send messages to subscribers beyond 24 hours as long as they give you explicit permission. Configuration Flow provides a one-click installation for Facebook Messenger What you'll need Facebook Page: A Facebook Page will be used as the identity of your project or bot. When people interact with your solution, they will see the Page name and the Page profile picture. Permissions: Your user account needs to have the proper page permissions to connect Flow to the intended Facebook page. Connecting Add a new Messenger integration within the Flow dashboard. Press the + button and choose Messenger from the messaging section After adding, press the "Login with Facebook" button Choose all the permissions you want to give Flow to connect with any Facebook pages Choose the facebook page you wish to connect with and press save Note: You connect Facebook to Flow in general and not a single Flow project. If you want to connect another project to a Facebook page, make sure you do not deselect a Page currently connected. Testing After the connection is complete, use the preview button (dropdown) in the top. This will open your connected Facebook Messenger Page. Customization Messenger provides detailed customization such as the welcome screen and a persistent menu. Within the customization screen you can: Add a welcome text for different languages and regions Configure a get started button Whitelist domain URLs Within the persistent menu tab you can configure a persistent menu for one or more languages. Discovery & Re-engagement Facebook provides additional ways to opt-in to your bot. We've added an easy way to handle these opt-ins using events. Messenger m.me links By creating m.me links you can easily redirect users and trigger a specific flow. Simply create a link in the format http://m.me/<PAGE_NAME>?ref=<EVENT_NAME> . Here is an example that will trigger a flow that has an event named OPTIN_MESSENGER . http://m.me/awesomecorp?ref=OPTIN_MESSENGER Within the Flow design app you simply add an event trigger with the same name. Requirements In order to use the ref your app needs to comply with a couple of requirements: Your Messenger app must have a get started button set to trigger events The Page the Messenger app is connected to must be published to receive the referral parameter for all users, except those that have the developer, tester, or admin role Use cases Some use cases for m.me links are: Sending users directly into a sales flow or marketing campaign Using QR codes based on the m.me link that redirect users into a pickup service flow Handing off Facebook users that are communicating on a public Facebook page and redirecting them into a private channel Send to Messenger plugin The triggering of events also works with Send to Messenger plugins. Simply provide the event name to trigger with the data-ref option. Ads Even Facebooks Ads can be used the same way as buttons and links. Using attribution you'll need to specify the event name. Example: { "source": "ADS", "type": "OPEN_THREAD", "ad_id": "6045246247433", "ref": "OPTIN_MESSENGER" // Only included if specified in "URL Params" in the Ad as "ref=OPTIN_MESSENGER" } Analytics Facebook Analytics allows you to understand and optimize your complete customer journey across mobile, web, bots, offline, and more. Flow provides custom app events for analytics. Whenever you apply a tag within your flow (that confirms to Facebook guidelines), Flow will automatically apply this tag as a custom app event. This opens up use cases like funnel optimization, re-targeting and opt-in campaigns. Webviews Flow supports Messenger webviews using buttons. You can control the use of Messenger extensions by adding query parameters to your webview url. The following example would open a webview in compact height supporting the Messenger extensions SDK. https://www.mywebview.com/?extensions=true&height=compact Query param Description Example extensions Add extensions=true to indicate your web view supports the Messenger Extensions SDK https://mywebview.com/?extensions=true height Specify the webview height ratio. Valid values are: compact , tall , full . https://mywebview.com/?height=compact share Set to hide to disable the share button in the Webview (for sensitive info). This does not affect any shares initiated by the developer using Extensions. https://mywebview.com/?share=hide fallback The URL to use on clients that don't support Messenger Extensions. If this is not defined, the url will be used as the fallback. It may only be specified if extensions is true. https://mywebview.com/?fallback=https%3A%2F%2Ffallbackurl.com&extensions=true Custom Facebook App The preferred way is to make use of the "connect to Facebook" button to connect your Facebook page with Flow. Flow supports connecting with a custom Facebook Messenger App. Requirements Facebook Developer account. You can create a one at the Facebook Developer website. Facebook App: The Facebook App contains the settings for your Messenger Platform integration. This is where you will setup your webhook, retrieve your page access token, and submit your app for approval. Facebook Page: A Facebook Page will be used as the identity of your bot. When people chat with your bot, they will see the Page name and the Page profile picture. Add integration Login to the Flow. Open the integrations section and add a new Messenger channel Connect Facebook Page to Messenger Login at the Facebook Developer website Choose at My Apps the option Create new App Choose basic setup Decide what to name your app, add a contact email and choose a category (like Apps for pages) When the app is created select Add Product Choose Messenger and Get started Select your Facebook page you want to connect Select the Page Access Token and copy the Page Access Token Switch to the Flow dashboard and paste the Page Access Token Press the verify button and press save Configure webhooks Go back to the Facebook Developer website Choose your app under My Apps Choose Messenger Choose Setup webhooks under the item called Webhooks Switch back to the Flow dashboard Copy and paste the Callback url from Flow to the developer platform Copy and paste the Verify token from Flow to the developer platform Check the following options: messages , message_echoes , messaging_postbacks messaging_optins en message_deliveries Press Verify and save Testing After adding Messenger you can test your Messenger integration straight away. Only admins can test your bot though, so if you want other people interact with your bot you'll need to add them as a tester. If you want the world to use your Messenger app, you'll need to publish it. Publishing When you want to enable your bot for the world to interact with you'll need to complete the review process. Login to https://developers.facebook.com Choose your app under My Apps Choose App Review for Messenger Mark all options you need under Add to Submission Read more How to use Facebook Messenger's m.me link in your chatbot Multichannel design - How to create 1 chatbot for WhatsApp, Messenger and Web

by Khoros Staff

1657

Telegram is a cloud-based encrypted instant messaging service. Telegram regards chatbots as third-party applications that run inside the Telegram platform. Users can interact with bots by sending them messages, commands, and inline requests. Our Telegram Integration allows you to easily create Telegram bots. Capabilities Telegram supports a wide variety of reply actions as seen in the messaging capabilities grid. Below is a detailed view of each capability. Text Telegram displays any plain text messages. Text docs - JS template docs Emojis Telegram displays any unicode emoji sent in text messages. Mobile users can use the emoji keyboard on their device to send them. Emojis docs - JS template docs Image Telegram displays static images. Image docs - JS template docs File Telegram displays files and allows users to download them. File docs - JS template docs Video Telegram displays videos and allows users to play them. Video docs - JS template docs Audio Telegram provides audios and allows users to play them. Audio docs - JS template docs Location Telegram displays Google Maps link of the location. Location messages include longitude and latitude coordinates. Location docs - JS template docs Send and receive geolocation Card Telegram displays cards. Cards must include title and optionally can include subtitle, media, action and buttons. Card docs - JS template docs Carousel Telegram displays carousels that contain cards. Carousel docs - JS template docs List Telegram displays lists that contain cards. List docs - JS template docs Buttons Telegram displays buttons. Buttons docs - JS template docs Configuration Telegram is can be done in 10 easy steps What you'll need Make sure that you have a Telegram account. If you don't have one — all you need is a phone number: Create a Telegram bot Open the Telegram app Type BotFather within the search bar and choose the Bot father bot Press the Start button or type /start inside the chat, there you will see a bunch of options Type /newbot or press the /newbot option, then enter a username for your bot, ending in "bot" (e.g. SearchFlyBot): Copy the token, that was just created to the clipboard and store it in a safe location Connect to Flow Choose the Flow project to which you would like to connect the Telegram bot Open to the Integrations section and press the + button Choose Telegram inside the messaging section Paste the Access Token from the clipboard into the related field and press the Save button: Now you can start testing your Telegram bot! Testing Find the bot within the Telegram search bar, then press the Start button or type /start inside chat. If all previous stages were completed successfully, the bot should reply:

by Khoros Staff

431

Flow integrates with Twilio to automate SMS text messaging. You can use the integration to allow customers to contact your business or send outbound text messages. For example for use cases like call deflection. Capabilities Twilio SMS provides a limited set reply actions as seen in the messaging capabilities grid. Below is a detailed view of each capability. Text Twilio SMS displays any plain text messages. Text docs - JS template docs Emojis Twilio SMS displays any unicode emoji sent in text messages. Mobile users can use the emoji keyboard on their device to send them. Emojis docs - JS template docs Configuration What you'll need You must have an existing Twilio account and a phone number Connecting Following the steps below, you can receive SMS messages and send replies using Twilio. Login to Twilio. Create a new account if you don't have one yet. Go to Phone Numbers and select the number you would like to use for your SMS bot. You can also buy a new number here. If you do that, make sure it is compatible with SMS. Copy the phone number and open the Flow project, you'd like to connect Go to the integrations view and add the Twilio SMS integration. Paste the phone number and make sure to remove all spaces. Go back to Twilio, go to your organization settings (by clicking on the gear icon in the top right corner), and copy & paste both your Account SID and Auth Token into the Flow configuration settings After pasting all the information, press the Save button. This will update your Twilio Web Hook. Go back to the details screen of the Twilio number you bought, scroll all the way down to Messaging, and paste the Twilio Web Hook next to A Message Comes In Save it and you are done. Test your SMS bot by sending a text message to the number you used.

by Khoros Staff

1422

Flow integrates with MessageMedia to automate SMS messaging Configuration What you need You must have an existing MessageMedia account and a phone number Connecting Following the steps below, you can receive SMS messages and send replies using MessageMedia. Step 1. Generate an API Key Login to the MessageMedia dashboard Open the API settings within the Configuration section Create a new API key by clicking on the Create new key button Choose a name for the key, for example, "Flow" and press Create key Record the API secret and API key in a safe place! You will need these later on. Step 2. Add the integration Login to the Flow dashboard. Open the integration section Press the + icon, choose the "SMS" tab and click on the MessageMedia integration Copy and paste the generated API key and API secret into the corresponding fields Add the phone number you will be using with MessageMedia and press the Save button Next copy the webhook URL from the bottom field Step 3. Configure the webhook url Go back to MessageMedia and open to the Webhooks screen Create a new webhook by pressing the New webhook button Paste the webhook URL you copied from Flow Open the Events dropdown and select the SMS option and press the Save Webhook button You can now send, receive and automate SMS messages using Flow

by Khoros Staff

369

Slack offers many IRC-like features, including persistent chat rooms (channels) organized by topic, private groups, and direct messaging. Content, including files, conversations, and people, is all searchable within Slack. Users can add emoji buttons to their messages, on which other users can then click to express their reactions to messages. Slack's free plan allows only the 10,000 most recent messages to be viewed and searched. Pre-Installation Requirements Make sure that you have a Slack account and you are authorized in Slack API How to create a bot in Slack Open the Slack API: Go to Your Apps and press "Create an App": Choose name for your app and select your workspace: After it you will be redirected to your app page to "Basic information" page: Scroll down to "App Credentials" section: Bot Integration with Flow Select the project to which you would like to connect Slack using the top left drop-down menu. Go to the “Integrations” section and press the “+” sign: Choose “Slack” option inside the opened modal window: Before to set the URLs you need to save the "Slack Client ID", "Slack Client Secret", "Slack Signing Secret" fields for next configuration operations: Copy the "OAuth URL" and go to "OAuth & Permissions" and press "Add New Redirect URL": After it press "Save URLs": Scroll down to "Scopes" section and set the list of scopes to the "Bot Token Scopes": channels:history chat:write groups:history im:history im:read incoming-webhook users:read Scroll down and set the list of scopes to the "User Token Scopes": im:read Go to the "App Home" and select the "Always Show My Bot as Online" and also you may change the display name of your bot Copy the "Events Request URL" and go to "Event Subscriptions", toggle the "Enable Events" checkbox and paste the URL: Scroll down to "Subscribe to bot events" section and set the list of events: message.channels message.groups message.im Scroll down to "Subscribe to events on behalf of users" section and set the list of events: im_created And press "Save Changes" Go to "Incoming Webhooks" and toggle the "Activate Incoming Webhooks" checkbox: Go to "Interactivity & Shortcuts" and toggle "Interactivity" checkbox and set the "Actions Request URL": Go to "Install App" and press "Install App" and select a environment to post messages by bot: Now you can see the bot is online: Go to "OAuth & Permissions" and copy "OAuth Access Token" and "Bot User OAuth Access Token" and provide it to flow.ai's slack integration Now you can test your Slack bot! Bot Testing Create a flow: Let's test it: The bot behavior The direct messages behavior When you are reaching out the bot by sending direct messages to itself the bot will reply in a line to you But you can also start new conversation in thread The channel/group behaviour Once bot was installed to the slack workspace it can be used everywhere Below will be instructions how to add bot to a channel/group Go to your bot, click on the "Info" icon, select more options and select "Add this app to a channel..." Select a channel and press "Add" Go to the channel and you can see the message the bot was added In the channels/groups bot will reply in thread on each message that the channel/group received, and you also can continue conversation on a thread or join another thread or send new message to create new conversation Broadcasting Slack is also supporting broadcasting Checkout this Audience and Rest API Broadcasting

by Khoros Staff

505

Flow connects with Coosto to combine messaging automation and social media management. Note: Please reach out to Coosto customer care to get all required information and help in connecting with Flow Capabilities Using Coosto and Flow you can connect to different messaging channels. The following table provides an overview of the capabilities of each channel you can connect with. Reply Action Messenger WhatsApp Telegram SMS Twitter Text ✔️ ✔️ ✔️ ✔️ ✔️ Emojis ✔️ ✔️ ✔️ ✔️ ✔️ Animated gifs ✔️ Event ✔️ ✔️ ✔️ ✔️ ✔️ Image ✔️ ✔️ ✔️ ✔️ File ✔️ ✔️ ✔️ ✔️ Video ✔️ ✔️ ✔️ Audio ✔️ ✔️ ✔️ Location ✔️ ✔️ ✔️ Card ✔️ ✔️ Carousel ✔️ ✔️ List ✔️ Buttons ✔️ ✔️ Quick replies ✔️ Webviews ✔️ ✔️ ✔️ ✔️ ✔️ Triggers Text ✔️ ✔️ ✔️ ✔️ ✔️ Any text ✔️ ✔️ ✔️ ✔️ ✔️ Event ✔️ ✔️ ✔️ ✔️ ✔️ Action ✔️ ✔️ ✔️ ✔️ ✔️ Unknown ✔️ ✔️ ✔️ ✔️ ✔️ Image ✔️ ✔️ ✔️ ✔️ File ✔️ ✔️ ✔️ ✔️ Video ✔️ ✔️ ✔️ ✔️ Audio ✔️ ✔️ ✔️ ✔️ Location ✔️ ✔️ ✔️ Timer ✔️ ✔️ ✔️ ✔️ ✔️ Others Link & trigger ✔️ ✔️ ✔️ Comments Full-support, requires Flow.ai on boarding Full support except keyboards

by Khoros Staff

343

Flow integrates seamlessly with Freshchat to combine messaging automation and agents Prerequisites You must have a working Freshchat installation with admin rights. Installation Following the steps below, you can connect Freshchat with a Flow project. Step 1. Add the integration Login to the Flo dashboard Open the integration section Press the + icon, choose the "Customer service" tab and click on the Freshchat integration Step 2. Configure the webhook url After adding the integration copy the webhook url from the integration settings Login Freshchat and go to the Settings screen Open the webhooks menu Enable webhooks, paste the webhook url you copied from the Flow integration screen and press save Step 3. Configure the App ID Again open the Freshchat settings screen Choose the Account settings menu and select the Integration Settings section Copy the App ID Go back to the Flow integration screen and paste the App ID Step 4. Configure the API Token Again go to the Freshchat settings screen Enter the API Tokens menu Press the Generate Token button and copy the new API Key Go back to the Flow integration screen and paste the copied API Key Don't forget to press the Save button! Other options Region Freshchat works with different regions. Make sure you choose the correct region or else you are unable to save the configuration. You can verify your region by looking at the login URL of your Freshchat environment. If the URL contains -eu you'll need to choose EU, else you are in the US region. Channel name In case you connect to multiple channels we provide a way that the name of the channel is configured as a user property within Freshchat Receiving messages In order to receive messages inside Freshchat, make sure you add a handover reply action. When the handover action is triggered, the conversation will be loaded inside Front. When an agent archives or removes the conversation, the bot will automatically resume. If the handover occurs again for the same user, Flow will import messages created after the last handover. Troubleshooting I see an error whenever I save the integration within Flow Please check the copied and pasted tokens into the Flow Freshchat configuration. If they are exactly the same, try a different region and press save again. If you still continue to receive an error, contact our support.

by Khoros Staff

754

Front, the shared inbox for teams, allows your customer service team to handle all the conversations that your Flow bot is unable to handle. Installation Following the steps below, you can integrate the Front application with a Flow project. Prerequisites You must have a working Front's Plus plan or above with admin rights. In order to receive messages in Front you will need to add a handover action within your flow design. Add the integration Select the project to which you would like to connect Front using the top left drop-down menu. Go to the Integrations section and press the + sign: Go to the Customer Service section inside the opened Popup and choose the Front option: Click on the Connect Front button inside the General Tab: It will redirect you to a new screen where you'll need to authorize Flow to connect with Front by pressing the Authorize button: After authorization, it will redirect you back to the Flow Front configuration page. Copy Webhook URL to the clipboard: Configure Front Go to the Front Webhooks integration page. There you have to press the Enable Integration button: Turn on the Enabled toggle within the settings overview, and press the Save button. Go to the Rules section and press the Add a team rule button: The When Section of your newly created team rule should include: Inbound message Conversation archived Conversation deleted The If section should refer to your Flow inbox, and inside the Then section you should select the Send to a Webhook option. Paste the link that you have copied from step 3.5 into the text field. Press the Save button if all the previous steps were completed. Add the Flow Front plugin On the Flow integration section (inside the Front configuration) click on the Plugin tab, then copy the Plugin endpoint onto the clipboard: Go to Plugin & API section inside the Front settings and press Add a Plugin button: Paste the link from the clipboard to the endpoint field and press the Save button. Note: Please make sure you select the Legacy SDK option. Click on the created plugin, and you will see a generated Auth Secret code. Copy it to the clipboard and return to the Flow Integrations section. Paste the copied data to the Plugin auth secret field and press Save button: Now your Flow project and Front application are connected! Receiving messages in Front In order to receive messages inside Front, make sure you add a handover reply action. When the handover action is triggered, the conversation including the last messages, will be loaded inside Front. When you archive or remove the conversation inside Front, the bot will automatically resume. Integration Settings The Flow integration provides additional settings you can use to tweak your workflow. Bot name The name of the bot is used as the contact name whenever Flow sends a reply that gets logged in Front. Handoff tag name By calling a takeover action this tag will be automatically assigned to the conversation in front. Auto Archive Enabling this option will automatically archive the conversation inside Front whenever a bot sends a reply to a user. Apply channel tag When enabled, a conversation will be marked by a Flow channel tag. For example, conversations within Messenger will automatically receive a tag called messenger . Setting up Front Front allows rules, tags, and auto-assignment to configure the way your agents collaborate. Capabilities Using Front and Flow you can connect to different messaging channels. The following table provides an overview of the capabilities of each channel you can connect with. Reply Action Web Messenger WhatsApp RBM Telegram SMS Twitter Text ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ Emojis ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ Animated gifs ✔️ ✔️ Event ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ Image ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ File ✔️ ✔️ ✔️ ✔️ ✔️ Video ✔️ ✔️ ✔️ ✔️ ✔️ Audio ✔️ ✔️ ✔️ ✔️ ✔️ Location ✔️ ✔️ ✔️ ✔️ ✔️ Card ✔️ ✔️ ✔️ ✔️ Carousel ✔️ ✔️ ✔️ ✔️ List ✔️ ✔️ Buttons ✔️ ✔️ ✔️ Quick replies ✔️ ✔️ ✔️ Webviews ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ Triggers Text ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ Any text ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ Event ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ Action ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ Unknown ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ Image ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ File ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ Video ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ Audio ✔️ ✔️ ✔️ ✔️ ✔️ Location ✔️ ✔️ ✔️ ✔️ Timer ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ Others Link & trigger ✔️ ✔️ ✔️ ✔️ Comments Full-support, requires Flow.ai on boarding Full-support, requires Flow.ai on boarding Full support except keyboards Troubleshooting I do not see any messages arrive in Front Make sure you have added a handover action. Only when the handover action is triggered the conversation will be loaded inside Front. I do not see all messages inside the conversation We only load the last couple of messages due to performance reasons The Flow plugin is not loading There are a couple of reasons why the plugin might not work. Please double check the Plugin URL to be exactly the same as the Flow configuration. Make sure you have selected the legacy SDK option within the Front plugin options Each plugin is tied to a single Flow inbox. If you connect multiple Flow projects you'll need to add additional plugins. The bot is not resuming after archiving Please double-check: Include all inboxes within your webhook rule where you archive or remove messages Enable all events like archive, delete within the webhook rule

by Khoros Staff

789

Flow integrates seamlessly with Khoros to combine messaging automation and agents Installation To connect Khoros with Flow you will need to contact Khoros customer support. They can provide you any required information. Add a new Khoros integration within the Flow dashboard integration section by pressing the + button Add all required information and press save Bot name A name that represents your bot within Khoros Username and password A valid Khoros username and password dedicated to your bot Company key You can find this within the login URL for Khoros. For example https://*awesomecorp*.response.lithium.com/ in this example it would be awesomecorp . Region Choose the region you are located. Either EU or US. Channel Choose the channel you would like to connect. Note: You can connect to multiple channels by adding them as separate Khoros integrations Phone number If you selected WhatsApp you will need to add the connected WhatsApp phone number External ID This information is provided by Khoros customer support Contact Email Address An email address of your technical support Khoros iframe Flow provides a way for customer service agents to trigger bot events within Khoros. Please provide the IFrame URL to Khoros support and enter the IFrame Secret within Flow. Applying tags Flow synchronizes tags that exist within Khoros. You can automatically apply tags to conversations in Khoros by adding a tag using Flow that uses the exact same name (or group name and name combined). Capabilities Using Khoros and Flow you can connect to different messaging channels. The following table provides an overview of the capabilities of each channel you can connect with. Reply Action Brand Messenger Messenger WhatsApp RBM Telegram SMS Google Business Messages Apple Business Messages Twitter Text ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ Emojis ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ Animated gifs ✔️ ✔️ Event ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ Image ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ File ✔️ ✔️ ✔️ ✔️ ✔️ Video ✔️ ✔️ ✔️ ✔️ ✔️ Audio ✔️ ✔️ ✔️ ✔️ ✔️ Location ✔️ ✔️ ✔️ ✔️ ✔️ Card ✔️ ✔️ ✔️ ✔️ Carousel ✔️ ✔️ ✔️ ✔️ List ✔️ ✔️ Buttons ✔️ ✔️ ✔️ Quick replies ✔️ ✔️ ✔️ Webviews ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ Triggers Text ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ Any text ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ Event ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ Action ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ Unknown ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ Image ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ File ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ Video ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ Audio ✔️ ✔️ ✔️ ✔️ ✔️ Location ✔️ ✔️ ✔️ ✔️ Timer ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ Others Tags ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ Notes ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ Link & trigger ✔️ ✔️ ✔️ ✔️ FAQs Can I connect multiple bots with the same credentials and information? No, it's not possible to connect multiple first responder bots. You'll have to remove any existing Khoros integrations within Flow if you'd like to connect it to a different project Can I send WhatsApp templated messages using Flow and other Khoros products? Yes, you can using the broadcast API. To reach customer you will need to use an author ID. Please contact Khoros support to provide all necessary information. I've added a tag in Khoros Community and Flow but it's not added in Khoros Community? Due to performance reasons tag names are "cached" for a certain time within Flow. You can save the Khoros integration settings inside Flow to reload the list of tags from Khoros.

by Khoros Staff

432

Connect Flow.ai to Sparkcentral to automate customer support. Flow.ai provides a native integration that connects to the Sparkcentral Virtual Agent API. Once connected, your Flow.ai bot will act as a first responder. Requirements You will need to have a working Sparkcentral and Flow.ai account. Note: Before you can connect, please contact Sparkcentral support and ask them for a client id and client secret Installation Flow.ai configuration Open up the Flow.ai project you'd like to connect Press the "+" button and choose Sparkcentral from the list of integrations Enter the Client id and Client secret provided by Sparkcentral Optionally choose the region your Sparkcentral installation is situated. Copy the Webhook Url from the Flow.ai settings Make sure to press the save button Note: You can determine your region by looking at the Sparkcentral URL, EU is https://app-eu.sparkcentral.com Sparkcentral configuration Login to your Sparkcentral environment Open up the Settings screen Click the Users section in the menu Press the Add virtual agent button Next, enter a Virtual agent name Paste the copied Webhook Url into the Webhook Url field For Activation select: Inception For Handoff Rule choose: New Queue Within the Channel Access section, enable any channel the bot should be first responder Rich elements At this time Flow supports text messages only to be sent and received from Sparkcentral. Any tag you add within Flow will be applied as a Topic within Sparkcentral.

by Khoros Staff

671

Flow integrates seamlessly with Zendesk to combine messaging automation and agents Prerequisites You must have a Zendesk account or you can sign up here. Installation Following the steps below, you can connect Zendesk with a Flow project. Step 1. Add the integration Login to the Flow dashboard Open the integration section Press the + icon, choose the "Customer service" tab and click on the Zendesk integration Step 2. Configure API client After adding the integration copy the Redirect url from the integration settings Login Zendesk and go to Settings -> Account -> API & SDKs Add API client Fill in Client name , Company and paste copied redirect url in Redirect URLs Click on Create API client button Copy received client ID and client secret , go back to Flow integration screen and past them Step 3. Configure Subdomain Go to zendesk and see your subdomain here Copy your subdomain , go back to Flow integration screen and past it When everything is ready press Login You will be redirected to Zendesk where you have to allow access Advanced settings You can customize your integration with advanced settings. There is an opportunity to choose Departments settings such as providing welcoming events for departments, tags routing and moving customers to department. There is also an opportunity to choose Other settings such as ignoring initial message. Receiving messages Go to Zendesk -> Settings -> Widget, copy the script and insert it into your website's HTML source code between the head tags . Now you can talk to bot through Zendesk widget. The conversation will be displayed in Zendesk where agent can write messages. When an agent archive or removes the conversation, the bot will automatically resume. Channel-specific Zendesk has specific restrictions for sending lists . You must set URL in Action field and enter a valid URL in order to send a list.

by Khoros Staff

366

Chatbase is a cloud service that offers products for analyzing, and optimizing conversational experiences. Following the steps below, you can integrate the Chatbase service with the Flow platform. Pre-Installation Requirements You must have a working Chatbase.com account: API Key Generation Head to https://chatbase.com/bots section: On the Bots page, click on the "+" sign named "Add a bot" to enter your bot information: Fill in all the necessary information about your bot (marked *): Botname; Country / Region; Business case; Industry. Do not forget to press the Checkbox "Report the Paths for Sites" and press the "Continue" button: Сopy the generated API Key into the clipboard and press "Continue" button You can invite your coworkers by filling below fields and pressing the "INVITE" button, or just press the "SKIP" button: Your Chatbase Bot was generated! Flow Configuration: Select the project to which you want to connect Chatbase using the top left drop-down menu. Go to the "Channels" section and press the "+" sign: Go to the "Analytics" section inside the opened Popup and choose the "Chatbase" option: Paste the copied data to the "API Key" field and press the "Save" button: Now your Chatbase Bot successfully integrated with the Flow platform!

by Khoros Staff

549

Google Analytics is a web analytics service offered by Google that tracks and reports website traffic. Using event measurement, Google Analytics enables the tracking and reporting of chatbot interactions. Following the steps below, you will integrate Google Analytics with the Flow platform. Pre-Installation Requirements You must have an active Google account. if you have one, please follow the link: Google Analytics configuration Press the “Sign up” button on the Google Analytics main page: After signing up, you should create a new Google Analytics account: Choose the “Website” option to track; Define your Account Name and write it inside the “Account Name” field; Define your Website Name and write it inside the “Website Name” field; Paste your Website URL into the “Website URL” field; Choose the Industry Category of your website; Choose the Reporting Time Zone. Select the options you need by clicking on the following checkboxes: Google products & services; Benchmarking; Technical support; Account Specialists. Then Click on the “Get Tracking ID” button: Choose your country, then read and click on the “I also accept the Data Processing Terms as required by GDPR. Learn more” and “I accept the Measurement Controller-Controller Data Protection Terms for the data I share with Google” checkboxes and press the “I Accept” button: Copy the Tracking ID, that was just created into the clipboard: Flow Configuration Select the project to which you would like to connect Google Analytics using the top left drop-down menu. Go to the “Integrations” section and press the “+” sign: Choose the “Analytics” section inside the opened Popup and choose the “Google Analytics” option: Paste the copied data to the “Tracking ID / Web Property ID” field and press the “Save” button: Now your Google Analytics has successfully connected with your Flow project!

by Khoros Staff

635

Flow integrates with Twilio Voice to create IVR bots and automate phone calls. You can use the integration to create conversational AI-powered interactive voice response systems. Capabilities Twilio Voice provides a unique set of actions: New call Receive calls connected directly in Twilio or SIP trunk calls. DTMF Handle single-digit or multi-digit input. Speech The spoken words can be transcribed and it's possible to process over 100 languages and perform intent detection. Audio Play pre-recorded audio. Text-to-speech Text To Speech is a process where text is converted into a human-sounding voice. Hang up Disconnect a call Forward call Connect the current caller to another party. Pause Short delay Deflect call Deflect the call and initiate it on a messaging channel like WhatsApp or SMS Configuration What you'll need You must have an existing Twilio account and a phone number Connecting Following the steps below, you can receive SMS messages and send replies using Twilio. Open the Flow project you'd like to connect Go to the integrations view and add the Twilio Voice integration Copy the Webhook URL Login to Twilio. Create a new account if you don't have one yet. Go to Phone Numbers and select the number you would like to use for your Voice bot. You can also buy a new number here. If you do that, make sure it is compatible with voice. Open the details screen of the Twilio number you bought, scroll all the way down to Voice & Fax, and paste the Twilio Web Hook next to A Call Comes In Save it and you are done. Test your Voice bot by dialing the Twilio number

by Khoros Staff

264

Zapier is an online service that allows you to integrate your bot with all sorts of different apps and tools. You can easily extract user data within Flow and push that data to other tools like Hubspot, Google Sheets, Salesforce and many other services. Before you begin As long as our Zapier integration is in Beta, you will need this invite to get access. Make sure that you have a Zapier account and apply by clicking the Install Now button on our Zapier integration page. We'll send you an invite by email manually. Zap triggers Currently two events can cause zaps to be triggered. Zapier action The Zapier action works similar to any other action. Whenever a match is made and the action is executed, it will trigger the Zapps that are connected within Flow. Before you can select a Zapier action within your Flow project, you'll need to create a zap and turn it on. Note: Turning Zaps on and off will make them selectable within your Flow project. Handover Whenever a handover takes place any Zap of this event type, connected to the project, will be triggered. Zaps triggered by a handover don't require any configuration within your project. Create a Zap The following instructions demonstrate how to create a Zap that is triggered whenever a specific Zapier action is called within your bot. First, log in at your Zapier Dashboard and choose Make a Zap in the top right corner. Any Zap starts with a When this happens and ends with a Do this section. When this happens 1. Choose App & Event Search and select Flow as the App and choose the trigger event that will trigger the zap. 2. Choose Account Sign into the Flow account that is member of the Flow project you'd like to connect. 3. Customize Action Enter a title for your Zapier action (required) and choose the Flow project where you would like to integrate your Zap with (required). If you are planning to incorporate parameters from your Flow design you can add those Param names here (optional). 4. Find Data Choose the test & find data and proceed to the next step Do this There are over 1500 different Apps to use and each have slightly different options. For these installation instructions, we'll show you how to create a new row in a Google Sheet. Start by selecting Create Spreadsheet Row in Google Sheets and choose your Google account, spreadsheet and worksheet. Note: Make sure to add header names within the selected Google sheet. In this example we're using params from our Flow design and insert them within new rows. Therefore we fill the Favorite Animal field with the value of a param that we obtain in Flow. Press continue, test and turn on your Zap. Read more More about the Zapier action

by Khoros Staff

497

Instagram is one of the widely used social media applications, Flow now also extends Instagram-specific messaging supports to broaden the scope of customer solutions. This helps to establish a streamlined conversation channel for the inbound inquiries from Instagram. Capabilities In addition to a wide variety of reply actions as seen in the messaging capabilities grid, Flow also supports Instagram Story replies and @mention responses. Story You can now set up a flow response that is triggered when the Instagram user replies to your story. @mention You can set up a flow response that is triggered when the Instagram user mentions you or your brand in their story. Text Instagram displays any plain text messages. Emojis Instagram displays any Unicode emoji sent in text messages. Mobile users can use the emoji keyboard on their devices to send them. Image Instagram displays static images. File Instagram displays files and allows users to download them. Video Instagram displays videos and allows users to play them. Audio Instagram provides audio and allows users to play them. Location Instagram displays Google Maps link of the location. Location messages include longitude and latitude coordinates. Card Instagram displays cards. Cards must include title and optionally can include subtitle, media, action, and buttons. Carousel Instagram displays carousels that contain cards. You can add up to 10 cards to a carousel. Note: Instagram web application does not support Cards and Carousel. You can use the mobile application to view the Cards and Carousel. Button Instagram displays buttons. You can add up to 4 buttons within a reply for the users to select from the options. Configuration Before you begin ensure that you have an Instagram account. You also need to add Instagram to your social channels in Khoros Care. Open Khoros Care Admin. From the CONFIGURATION DASHBOARD, select Connection Console. Select Instagram in the Provider column. Copy the External ID for the provider. Perform the following steps to configure Instagram in Flow: For a new project, go to the Integration tab. Click the Add icon and select Integration from the drop-down menu. Select Customer Service in the Messaging section. Select Khoros in the Add new integration section. Enter the bot details and the External ID copied from the Khoros Care Connection Console. Select Instagram from the Channel drop-down menu. Select Live from the Bot Mode drop-down menu. Click Save. Testing Create a Flow with the Instagram Capabilities listed in the Capabilities section. Open Instagram messages and trigger the message.

by Khoros Staff

703

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