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Create
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an SMS Flow
You can create your own SMS Flow for the SMS account.
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The Flow builder page is displayed with a Start Action. To learn more about these actions, see Flow Actions https://cloudfon.atlassian.net/wiki/spaces/CX/pages/edit-v2/339509254?draftShareId=0f5f148c-9ecd-4478-8517-85f3bde1713e#Flow-Actions345833473#Flow-Actions.
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In the Flow builder page, click the flow name on the top right to customize your flow’s information. You can create a name for the flow, and add the description for this flow.
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Click the Start action to select a an SMS account for this flow. If there is no account can be selected, click Setup a an SMS Channel Account switch to Inbox > Channel > SMS to add SMS account first, you can find more details from SMS https://cloudfon.atlassian.net/wiki/x/uADyAg.
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Actions | Description |
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Set value | This action allows you to set values for Flow Variables, Custom Variables and Pre-chat Ticketing Fields. |
Send an email | This action allows you to send emails. For example, you can send the visitor's information to the company's lead collection email box. |
HTTP Request | This action allows you to make an HTTP Request component that includes triggering a webhook and fetching variables. |
Webhook | This action allows you to create a webhook request step that notifies the system about events that occur in an external system, and we will generate a URL that accepts POST calls with JSON-formatted payload. |
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Set value:
You can set a certain value for the variable, or input “{{“ to awake the Variable selector to select a variable as the value, the value will be displayed in Collected Leads https://cloudfon.atlassian.net/wiki/spaces/CX/pages/edit-v2/58261530#Collected-Leads.
You can set value for Ticketing Field and the value will be displayed in Agent Panel > Inbox > Ticket. The fields are as follows:
Fields | Description |
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Subject | Set a value for the Ticket Subject. |
Priority | Select the priority for the Ticket from the drop-down list. |
Status | Select and set the status for the Ticket from the drop-down list. |
Custom Ticket Variable | Set a value for the custom fields from Inbox Fields. |
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You can use the "Ticket Status" variable in Set Value to set the Ticket as resolved without the need for manual operation by the Agent when the customer fails to reply within the time limit or when the flow ends. |
Send an email:
Configure the pre-defined email, the system will automatically send an email when it gets the visitor’s information.
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