4.1 Flows Setup

Owned by SUPPORT
Last updated: Nov 06, 2024
5 min read

A Flow can automate rule-based and repetitive actions to help improve your team's productivity and efficiency. It allows businesses to increase customer engagement on their website and provide their customers with an "always-on" self-service option. Businesses can collect leads, route chats, reduce wait times, and automate basic customer service workflows.

With a Flow in place, you can maximize your time spent on the most complex, sensitive, and high-value interactions.

Flow Templates

The system provides four pre-built Flow templates. Using these templates, you can build your Custom Flow. 

The table lists the following Flow templates.

Template

Description

Lead Generation

It is used to get contact information from your visitors.

Routing Bot

It is used to classify visitors by asking them questions and guide them to find the most suitable support agents or resources.

Customer Support-FAQ

It is used to provide the frequently asked questions list and let your visitors help themselves.

Forward Webchat/WhatsApp to Email

It is used to send an email when your flow receives a new visitor's information from Webchat/WhatsApp.

Manage Flows

The flow list will display all created flow’s information, including Flow Name, Display Name, Status, Invocations, Created by, Last Updated by, Last Update. You can manage flows, download and import flows, and check flows log.

  • Import: Click Import button and click Click to select your file to select a JSON file. Then click Import flow to upload the flow.

The import file type must be JSON file, otherwise you can not upload the file.

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  • Edit: Click on the “Edit” icon to open the edition window for editing the flow.

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  • Copy: Click on the “Copy” icon to copy a flow and open the edition window for editing the copied flow.

  • Logs: Click on the “Logs” icon to open the logs board.

In the logs board, you can check Trigger Visitors, Status, Start Time, End Time, Duration, Last step and click image-20240925-095810.png to check Visitor Flow Detail for each trigger, also you can check the following data for this flow.

Total

The total number of times a flow was triggered.

Total

The total number of times a flow was triggered.

Completed

Trigger and complete any automated process the number of visitors to the branch.

Failed

The number of times a flow failed due to an exception.

Cancelled

The number of times a flow is terminated by a guest or stopped by an agent.

  • Download: Select a flow and click on the “Download” icon to download the flow.

  • Delete: Select a flow and click on the “Delete” icon to delete the flow.

If the Web Chat flow has been used in Pre-Chat, Offline-Message or other flow, you need to disassociate the belonging relationship of the flow, then you can delete the Web Chat flow.

  • Templates: Click the Template tab, you can select a template to create a template flow.

Collected Leads

All the customer’s information collected from flow will be recorded in Automation > Flow Builder > Collected Leads, you can select a lead and click image-20240926-021842.png to check the lead details.