Advanced options in conversations builder

Advanced options in conversation builder

Advanced options are introduced to create a consistent experience across different steps in the conversation builder.

We’ve consolidated options such as ‘Send data to Slack’ in ‘Capture user data’ and ‘Wait for agent response’ in the ‘Connect to an agent step’ into a single option called ‘Advanced options’ within a conversation step. The option to ‘Save user response’ in the ‘Show plain text input' and ‘Show preset response’ has been moved to 'Advanced options.’

We’ve also introduced a new option for email validation in the ‘Capture user data’ step.

Pre-requisites: To configure a conversation step in the conversation flow, you will need to have permissions to ‘Edit’ conversations in the Conversations tab.

What we will discuss in this article:

  1. General changes in the conversation builder with advanced options.
  2. Locate and configure advanced options in conversation steps: 
    1. ‘Capture user data’ step 
    2. ‘Connect to an agent' step.
    3. 'Show plain text input' step.
    4. 'Show preset replies' step. 

Changes in the conversation builder user interface:

General changes

  • Advanced options are introduced to ‘Capture user data’ and ‘Connect to an agent' steps. 

Additional options drop-down menu

New drop-down menu experience

Note:
Advanced options are currently available only on the 'Capture user data' step, the 'Connect to an agent' step. 'Conditions' are available on all conversation steps.
  • Introduced new icons for selecting or removing an option from a conversation step.


New icons introduced in conversations

New icons for selecting or removing an option.

'Capture user data' step.

  • Block free email providers: Restrict what emails your visitors can submit in the chat form. Prevent visitors from submitting non-work emails or from known spam email domains. Learn more in the email validation help document.
  • Send data to Slack: Send data to a specific Slack channel when submitted by a site visitor.

'Connect to an agent' step.

  • Wait for agent response: Wait for a defined period of time before executing the next step to give time for an agent to connect and respond.

'Show plain text input' and ‘Show preset response’ steps.

  • Save user response: Save user responses onto an Insent field or custom field variable you can create in Insent.

List of Insent fields that can be used:

  • First Name
  • Company
  • Last Name
  • Email
  • Phone
  • Address
  • City
  • Region
  • Country
  • Photo
  • Job Title

Insent also supports custom fields from the Insent field object.

Changes in the ‘Capture user data’ step in the conversations tab.

The capture user data step helps you to collect user data like email, phone number, company name, etc., and send this to a pre-configured Slack channel.

Old experience: 'Capture user data' step.

Old experience: ‘Capture user data’ step:

Note:
To send data to Slack, Slack must first be configured with your Insent instance. You should also invite the Insent application to your desired slack channel using @insent_instance, where your teams will monitor data collection through the chatbot.

Old experience: ‘Capture user data’ step.

Old experience: ‘Capture user data’ step.

In the ‘Capture user data’ step, you can send captured data to Slack through the ‘Send data to Slack' option. This has been moved to the 'Advanced options' tab in the 'Capture user data step.’

To add a condition option, click on the ‘+' option in the drop-down (ellipsis icon) to add the option to the 'Capture user data’ step. To delete a condition option, click on the 'x' option in the drop-down (ellipsis icon) once added.

Note: 
Advanced options are added to a conversation step by default and can be enabled or disabled from within the ‘Advanced options’ tab.
Note:
Removing a condition will show a warning message. To remove a condition, select the ‘Remove’ option. You can only enable or disable an advanced option from the ‘Advanced options’ tab. Choose the ‘Cancel’ option in the warning message if you change your mind about deleting a 'Condition.'

New experience: Advanced options in the ‘Capture user data’ step.

New experience: Advanced options in the ‘Capture user data’ step

You can also add an email validation check in the ‘Capture user data’ step to prevent your visitors from submitting personal emails or from known spam email domains. Learn more about this in the email validation help document. 

Changes in the ‘Connect to an agent’ step.

The ‘Connect to an agent’ step allows visitors to connect to agents in your organization. You can choose to send agent connection requests to specific agents within Insent Inbox, Slack, or MS Teams or notify an entire channel. 

Note: You could also notify the Salesforce account owner for an account through conversation routing if you have an active Salesforce integration.

Old experience: 'Connect to an agent' step

Old experience: 'Connect to an agent' step

The ‘Connect to an agent’ step has two options:

  • Wait for agent response: This option causes the conversation flow's execution to pause and wait for the ‘Execution time’ specified for the agent to be connected successfully. If the agent is not connected for this duration, the next steps are executed.
  • Don’t wait for agent response: This option causes the conversation flow's execution to go on and execute the next steps in the conversation flow.

Old experience: Connect to an agent step(Wait/Don't wait for agent response).

The ‘Wait for agent response’ option has been moved to the ‘Advanced options’ drop-down.

Note:

By default, adding a new 'Connect to an agent' step will check the ‘Wait for agent response’ checkbox. The default wait time for a configured 'Connect to an agent' step is 30 seconds.

 New experience: Configuring a wait for agent/don’t wait for agent step.

Note: 
You can enable or disable 'Wait for agent response' from the advanced option. You can remove the condition by selecting the ‘Remove’ option.

Changes to the 'Show plain text input' step.

The ‘Show plain text input’ step allows visitors to submit a plain text response through the chatbot. The step offers an option to save an incoming user response to an Insent field variable or a custom field parameter that you can create within the same fields drop-down menu. 

Save user response in the 'Show plain text input' step.

Old experience: Save user response in the ‘Show plain text input’ step.

The option to ‘Save a user response’ is now listed under ‘Advanced options’ for the ‘Show plain text input’ step. 

New experience: Save user response in the ‘Show plain text input’ step.

Note:
The ‘Save user response' advanced option is disabled by default. An insent field or custom field parameter should be mandatorily selected if the 'Save user response’ option is enabled.

Changes to the Show 'Show preset replies' step.

The ‘Show preset replies’ step allows you to show a particular conversation path based on the what button/preset reply the visitor clicks.

The step offers an option to save an incoming user response to an Insent field variable or a custom field parameter that you can create within the same fields drop-down menu. 

Save user response option in the 'Show preset replies' step.

Old experience: Save user response option in the ‘Show preset replies’ step.

The option to ‘Save a user response’ is now listed under ‘Advanced options’ for the ‘Show preset replies’ step. 

New experience: Save user response option in the ‘Show preset replies’ step.

Note:
The ‘Save user response' advanced option is disabled by default. An insent field or custom field parameter should be mandatorily selected if the 'Save user response’ option is enabled.

Quick Recap:

  1. You can locate additional options under the additional options drop-down.
  2. Advanced options currently available:
    1. ‘Block free email providers’ (Email validation) and ‘Send data to Slack’ for the ‘Capture user data’ step.
    2. ‘Wait for agent response’ for the ‘Connect to an agent’ step.
    3. ‘Save user response’ for the 'Show plain text input' and ‘Show preset replies’ steps.

You are always welcome to contact our support team at success@insent.ai for any further clarification or questions.

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