Shared Paths in Insent

Pre-requisites: To create a Shared Path in Insent, you will need to have ‘Write’ access to the ‘Conversations’ resource set.

Insent helps you create chat experiences that empower your visitors with the right inputs or connect them to the personnel with the richest context. Most conversations you create may have conversation paths that tend to repeat, for example, a path to book a meeting with your sales team or capture visitor contact info through Insent.

Shared paths in Insent allow you to create reusable conversation paths that can be used across Insent.

Benefits of Shared Paths in Insent

Minimize time to create and configure conversations in Insent.
Create specific flows that you would like to enable across conversations, such as booking a meeting, qualifying a lead, enrolling a visitor to an upcoming webinar, creating a support ticket, etc.
Modifying and updating your frequently used paths is now easier. All changes made to a shared path will be reflected across all conversations it is used.

Create and Configure a Shared Path

Shared paths can be viewed in the Conversations menu as a separate tab. The Shared paths tab in Insent allows you to create, edit or delete a shared path.

ext, navigate to the ‘Shared Paths' tab in the Conversations menu. In the 'Shared Paths’ tab, you can view all created shared paths in a searchable list and create new shared paths through the conversation builder.

Each shared path can be given a name and a description to help your team understand why it is created and where it should be used. It also shows details about when the path was most recently edited and how many conversations currently use it.

List of created Shared paths

To create a new shared path, select the ‘Create New Shared Path’ from the shared path list. This will create a new shared path that you can setup.

Note: It is mandatory to give a name to a shared path. Giving it a description is optional.

Configure a shared path the same way you would configure a conversation in the conversation builder. To learn how to set up a conversation, refer to this article.

Note: You cannot redirect to other paths within a shared path. The ‘Go to the path’ and ‘Redirect buttons’ options are not available in a shared path. All other conversation steps are available within a shared path.

Once you have finished configuring a shared path, click on the ‘Save Shared Path' button to save the shared path and begin using it in conversations.

Modify an existing Shared Path

Edit Shared Path

Select the shared path you would like to modify in the shared path list.
Next, modify the steps in the shared path.
Click on the ‘Save’ option to save changes to the shared path. This will reflect the changes across all conversations where the shared path is used.

Clone Shared Path

Select the shared path you would like to Clone in the shared path list.
Click on the shared path options. You should see options to ‘Clone’ or “Delete' a shared path.
Click on the ‘Clone’ option.
You have successfully cloned a shared path.

Delete Shared Path

Select the shared path you would like to Delete in the shared path list.
Click on the shared path options. You should see options to ‘Clone’ or “Delete' a shared path.
Click on the ‘Delete’ option.
You have successfully deleted a shared path.

Note: You cannot delete a shared path if it is currently used in a conversation. You will need to remove the shared path from all of the conversations before deleting it.

Deleting a shared path

Use a Shared Path in a Conversation

Navigate to the conversation where you would like to use a shared path. In the Conversation path list, you will find an option to ‘Import shared path' next to the 'Add new path’ option.

Use a Shared Path in a conversation

Selecting the ‘Import shared path’ option will show a searchable dropdown of all created shared paths. Choosing a shared path from the dropdown will add the shared path to the conversation.

To remove a shared path from a conversation, click on the 'x' option next to the path.

Note: You cannot edit a shared path in a conversation. You can only add a ‘Go to the path’ or a ‘Redirect buttons’ step in the shared path.

Quick Recap

Reuse most frequently used conversation paths like ‘Booking a meeting’ or ‘Raising a support request’ as a shared path. This way, you will be able to reuse paths across conversations.
Shared paths in Insent are available in the Conversations menu → ‘Shared Paths’ tab.
Shared paths can be created, modified, cloned, or deleted from the 'Shared Paths' tab.
Editing a shared path will reflect all the changes across conversations.
To delete a shared path, you must first remove it from all conversations where it is currently used.