Most Used actions

Most used actions bring together the blocks that are usually used more frequently.

Let’s see them in detail:

• Reply: this block is used to set a reply from the BOT and can be customized with several features like:

  • Set a time delay before the message is shown to the user

  • Add a filter to decide under which conditions the message is shown (based on the value of one or more attributes, for instance)

  • Add a button to let the user select an option by clicking on it, instead of writing the request. Each button can then be connected to another block

  • Disable user input to prevent the user to write a message in the chat because, for example, you want to force him to click on one of the available buttons

  • Add an extra text to add another sentence separated from the previous message. You can also use this option in the case you want to show a different message based on a specific filter

  • Customize your message by adding attributes, emoji, images, gallery of images, video frame, or a redirect link

• Advanced reply: this is similar to the “Reply“ block, except for these differences:

  • users can either click on a button or write the label of the button they want to select. This can be useful, especially on channels like WhatsApp, where users might prefer to respond to a question by typing text instead of clicking a button

  • there is a “No input“ output, in case of the user doesn't respond within the specified time frame. This is particularly useful for closing a conversation after a period of inactivity

  • there is a “No match“ output, in case of the user input doesn’t match any of the buttons label
    

    

• Random reply: this block allows to setup different replies that will be randomly selected by the BOT and sent to the user
  

  

• Agent handoff: this block is the final step when you eventually decide to hand over the conversion to human agents. Pay attention, the agents are those ones belonging to the group associated to the current department (default one in case there are no other valid departments). If you need to change it, you can use the “Change department“ block. In this case, depending on the configuration of the target department, the conversation will be transferred to one of the available agents or managed by the associated BOT

• Close: this block allows to close the conversation. This step will initiate the survey to assess user satisfaction with their experience (only if survey is configured)

• If operating hours: this block is used to determine whether the current time falls within working hours. It offers an output in case of it does and another one in case of it does not. You should use it in combination with the “If agent online“ block, to take the appropriate action based on the current time and agents availability
  

  

• If online agents: this block allows to check agents availability. It should be used along with “If operating hours“ block, to take the appropriate action based on the current time and agents availability.
  There are three options to evaluate agents availability

  • Project wide: this option allows you to view the availability status of agents across the entire project. This would give you a broader view, including agents from all departments

  • Current department: this option lets you focus on the availability of agents within the current selected department. Useful for a more drilled-down view compared to the project-wide scope

  • Selected department: this option allows you to choose a specific department manually from a list and then view the availability status of agents in that chosen department