Create a Web Chat Flow  

You can create a Flow either of your own or by selecting from the pre-built template.

Step-by-Step Instructions

1. Go to your system CloudCX installation domain, and log in with the admin account.

2. From the left navigation menu, go to Automation> Flow Builder  > Flows.

3. Click on the “+” button to create a new flow.

Open

4. Select Wait for incoming webchat message that will trigger your Web Chat flow. Then click Next.

Open

5. The New Flow page appears. If you want to create a custom flow, you can click Create your own to create; If you'd like to collect lead info via the Flow, you can select the Lead Generation template, and click Create. To learn more on the templates, see Flow Templates4.1 Flows Setup | Flow Templates. We'll take the Create your own flow as a sample.

The Flow builder page is displayed with a Start Action. To learn more about these actions, see Flow Actions Create Web Chat Automation Flow | Flow Actions.

6. In the Flow builder page, you can do one of the following to customize your flow’s information:

• Click the Start action to open the flow information edit page.

• Click the flow name on the top right to open the flow information edit page.

7. You can upload an image for the flow avatar, create a name for the flow, and add the description for this flow.

8. You can do one of the following to add actions:

• Select and drag the flow action from the left Add Step menu to the Flow Builder area and connect them in a guided workflow.

• Click the “+” in the Start action and select an action to add.

9. When you select an action, you can do the following:

• Click button to copy an action.

• Click button to delete the action.

• Click button to add a next step action.

10. You can add flow actions based on your request, you can find more details about flow actions from Flow Actions Create Web Chat Automation Flow | Flow Actions.

11. Now, you can click Publish to publish the Flow. After publishing this flow, you can select this flow when you enable Trigger a flow in Pre-Chat, Offline-Message, or when you add Go to Flow action in other flow.

Flow Actions

Your Flow building process revolves around the set of actions connected in a guided workflow, whether you build a custom flow or from a template. Only agents who have permission can use these Actions to build a Flow.

Send Content

In Send Content actions, you can do the following:

• Add a delay (the chatbot shows a typing indicator) to Chatbot responses to deliver multiple messages to the customer at a comfortable reading pace.

• Add a message to describe each action, the description can add special characters, insert dynamic info, bold font, and links.

• Add options for each action:

  • Add a button in the Send a message, which can be opened in a new window when the visitor clicks it;

  • Input an image URL or upload an image file in the Send an image, which can be sent to the visitor;

  • Add multiple menu options in the Send a menu for visitor to choose, to guide the visitor to get more specific support;

  • Add multiple reply options in the Send quick reply options, the visitor just needs to click to suitable reply option to simplify the visitor’s operation process to improve customer’s satisfaction.

Collect Info

In Collect info actions, you can do the following:

• Add a delay (the chatbot shows a typing indicator) to Chatbot responses to deliver multiple messages to the customer at a comfortable reading pace.

• (Optional) Edit the description for each action, the description can add special characters, insert dynamic info, bold font, and links.

• (Optional) In the Collect variable data action, you can do the following:

  • Set the reply type for visitors, the type can be Text, Text area, Single select, Multiple select, Email, Password, Date, and Time. When you select Single select or Multiple select, you also need to input options to the Option area, so that the visitor can choose.

  • Save Visitors Answer to a variable, you can select an existing variable in the system, or input a value to create a custom variable and select it.

Flow Operations

In Flow Operations actions, you can do the following:

• Transfer chat:

  • Transfer the chat to a specific agent, chat queue, or transfer the chat based on the Widget's routing rules.

• Go to Flow:

  • Transfer the visitor to another Flow.

• Let AI Agent answer:

  • Transfer the chat to an AI Agent. For more settings, please click Set AI Agent live for chat to learn more.

Advanced

In Advanced actions, you can do the following:

• 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 4.1 Flows Setup | Collected Leads.

• Send an email:

  • Configure the pre-defined email, the system will automatically send an email when it gets the visitor’s information.

• HTTP Request:

  • You can make an HTTP Request component that includes triggering a webhook and fetching variables.

• Webhook:

  • You can 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.