Trigger Workflow Condition
This will help you to understand the condition to create workflow more efficiently and understand customers' behaviors.
Last updated
This will help you to understand the condition to create workflow more efficiently and understand customers' behaviors.
Last updated
The chatbot will base its responses on the actions you've set in various sections to provide appropriate feedback to your customers. To understand the conditions that match your objectives, you can refer to the following criteria:
This is a function where you need to accurately input the customer's questions to help the chatbot recognize and deliver the appropriate workflow based on the customer's needs. We recommend using this feature when you can reliably provide the exact phrasing that customers will use.
Example: Customer asks "How much is your service?" If the customer enters exactly that question, it will trigger the message flow created before.
This is a function where you need to input a customer's intent. The chatbot will read the customer's message when they send a sentence matching the intent you entered, and then the message flow will start. You can
Example: Customer asks "How to chat with a live agent?" it will understand the customer's need to meet a live agent, and trigger the flow chat (notify the agent) if you have set it already
This is a function where you can enter the keywords you want. When customers chat with you and their messages contain those keywords, the created flow message will be triggered. You need to press "Enter" to input the keyword. A complete keyword has a blue label with your keyword.
This is a function where you can choose the action to trigger the next step in Workflow. There will be 5 actions to choose from (they will be updated in the future).
When the bot does not know the answer: decide the next step for the chatbot to act. You can combine it with other components. See more tips at Escalate to a Human Agent.
When the agent closes the ticket
When the agent closes the customer's conversation
When a new conversation created
When the agent closes the ticket or the customer's conversation
This function allows you to use available tags to determine the next actions based on customer behavior. For example, if you want to alert Agent A to support long-time users, you can create a process that sends a notification to Agent A whenever tagged old users chat with your chatbot.
