Update Insent fields in a conversation step

Pre-requisites: You should have ‘Write’ access to the 'Conversations' resource set to update Insent fields in the Conversations builder.

Insent allows you to build a deeper context about your website visitors as they interact with the bot. You can now update information based on how a visitor engages with the bot conversation in two ways.

1. Update Insent fields when a visitor traverses a conversation step.
2. Tag visitors when they traverse a certain step in a conversation flow.

This article will discuss how you can update Insent fields when a visitor traverses a conversation step.

To learn more about automatically tagging visitors on conversation step traversal, check out the automatic visitor tagging help documentation.

Benefits of the ability to update Insent fields in a conversation step

• Update visitor information as soon as data is submitted by saving data to Insent field parameters.
• Improve the richness of your visitor profiles on your MAPs and CRMs.

Update Insent fields in a conversation step

Each step in the conversation builder now has an additional Advanced option to update Insent field values. The 'Insert values to Insent fields' option allows you to update an Insent field parameter from a conversation step.

Locating the 'Insert values to Insent fields' option.

Setup the 'Insert values to Insent fields’ option

1. To set up the ' Update Insent fields' Advanced option, choose the step where you would like to update an Insent field parameter.
2. Check the Advanced option ‘Insert values to Insent fields’
3. Choose the Insent field you would like to update and set the value to be assigned.
4. Save the conversation and make it live.

Insent field updated in a conversation step.

Note: You can update Insent field parameters on all steps other than the ‘Go to path’ step.

Create and update a custom Insent field parameter

1. If the field you would like to update in a conversation step does not already exist, you can create a custom Insent field from the ‘Insent fields’ drop-down menu.
2. A pop-up will appear, asking you to specify the name and key values for the custom Insent field you would like to create.
3. Click ‘Create field’ to successfully create the custom field of your choice.
4. Now you can update the Insent field value. 

Creating and updating a Custom Insent field

Remove an Insent field updated in a conversation step.

1. To remove an existing field updated in the 'Insert values to Insent fields' Advanced option, locate the option you would like to remove.
2. Then check the 'x' mark on the right-hand corner of the step to remove the option.
3. Save the conversation to update all changes.

Remove an option by clicking the 'x' mark.

Priority rules

There are priority rules to ensure that agent updates to the lead information have the highest priority.

Priority level (Highest to Lowest)

• Lead info updated by an agent.
• User data capture step and Insent field updates in a conversation step (Equal priority)

Lead info updated in a higher priority level will replace the lead info assigned in the lower priority level. 

Note:
If a 'Capture User data' step and an 'Insert values to Insent fields' option both update the same field in a conversation, the lead info will be updated with the latest field update step encountered in the conversation flow. 

Quick recap

1. You can update Insent field values in a conversation step through the 'Insert values to Insent fields' advanced option.
2. You can update an existing default or custom field from the Insent field drop-down.
3. You can also create and update a new Insent field from the drop-down menu.

Feel free to write to us at success@insent.ai for any questions or chat with us at help.insent.ai