Edit Your Chat Flow

What is a chat flow?

A chat flow is a message structure that determines how a conversation will occur between your chatbot and the user. This is configurable and will look something like as shown in image below

1. How to customize the Chat Flow?

You can customize any chatbot flow using the available chatbot

1.1 To customize your chat flow, click the 'Edit Your Chat Flow' tab.

1.2 Here, you will find a pre-created template of a chat flow that you can customize

as per your business needs. You may even choose to import another template from the Import Template tab on the top-right.

2. Tools to edit the Chat Flow

It is very easy and quick to customize the chat flow using the following tools:

2.1 'Add new component': Click here to see a drop-down list of all the available

components that can be added to the flow, such as asking for the user's name, email, phone number, or placing a single choice or multiple choice question for visitors to answer. This aids in the generation of user data and leads.

2.2 Bar in the lower left corner: It enables you to easily manage the views of the chat

flow. To check or edit a specific chat flow component, you can use

'fit view'
'zoom-in or zoom-out' options.
’delete’ icon, which allows you to delete the entire chat flow and start over.
‘lock’ option from where you can lock the chat flow once it's finished so it doesn't get edited by accident.

2.3 Mini Map on he bottom-right side screen: It informs you about the chat

flow position even if it is dislocated beyond the screen.

2.4 Line Connector: The chat flow component can be linked together in a

flow using ‘line connectors’.

2.5 Test Flow: Click the tab to test how the conversation flows between Bot

and the user.

3. Add and Customize the Components:

3.1 To edit the chat flow, click on any of the message components, such as the

welcome message, and edit the message with your brand's name that you wish to appear to your user, and ‘Save’ changes.

3.2 There are two ways to add a new component to the flow:

a. Either you can use the option 'Add new component' tab on the top-left.

The new component is dropped at the end of the flow.

For e.g. you wish to share your website URL with the user. Then go to Add new component tab and click on ‘Web Link’ to add a component at the end of the flow.

b. Or you can click on the + blue icon at the end of the flow and add a new

component from there. For e.g. you wish to share your website URL with the user. Then go to + blue icon at the end of the flow and click ‘Web Link’ to add a component at the end of the flow.

3.3 Once a component is added, it is simple to connect the component to the

structured flow by dragging the line connector from the flow's component to the newly added component. And there you have it!

3.4 Now, you can personalize the message and the data to be shared. You can, for

example, customize the message and URL link to be shared by clicking the component ‘Please contact us at URL’. From the ‘Advanced Options’, you can even change the time delay after which your message appears on the chat flow. Save the changes.

3.5 Now, to add the ‘multiple choice questions’ component (an option available only

for Website bot, Chatbot page and live Chat), follow the steps:

1. Go to the ‘Add new component’ click on ‘Multiple choice’ tab and a component is added.

b. Click on the added component to customize it.

c. Customize the messages. Add more options by clicking on + blue button on the

extreme right on the bar. Customize the title to provide options and Save changes.

3.6 A 'smart question' component Is used to customize Bot responses to the

keywords entered by the user. To add a ‘smart question’ to the chat flow (an option available only for Website bot, Chatbot page and live Chat), you can follow the steps.

a. Go to the ‘Add new component’ click on ‘smart question’ tab and a component is

added.

b. Click on the added component to customize it.

For example, you can add ‘smart keywords’ like account, a/c, acct, debit etc for asking users, ‘What we can help them with?’.

c. This may lead to another set of smart keywords like savings, savings account,

savings acct, savings a/c and these set of keywords will lead users to the message relevant for savings account.

3.7 A 'Live Chat' component Is used to transfer the conversation with the user from

the Bot to the online agent. To add a ‘Live Chat’ to the chat flow (an option available only for Website bot, Chatbot page and live Chat), you can follow the steps.

a. Go to the ‘Add new component’ click on ‘Live Chat’ tab and a component is

added.