HELP FILE

How do I define conversational flows

There are multiple ways to enhance the conversational bot with call-to-action activities that enhance the user experience and help guide the flow and suggest options to the user. These can be added to the regular answers using the conversation tab on the console. The interface is based on a code type, called JSON, so if you already use JSON code, you can add it to the conversational interface.

  1. On the Conversational tab, click the Conversation Enabled toggle to enable the conversational editor on the in the Article Editor.
  2. Select what you want to create:
    • Click Add Flow to create an article with quick buttons and persistent buttons. Add the main answer in the Content field and then add new options by clicking the +Child button.
    • Click Add Carousel to create an image gallery.
    • If you already have a JSON code, you can convert it to the matching options as follows:
      1. Click Load from JSON at the top of the Article Editor.
      2. Paste your JSON code inside the designated field.
      3. Click Load from JSON.

      The Conversational tab translates the JSON code and matches the options started to show the relevant buttons.

You have the following options to add to the Conversational Bot:

Note:
  • Facebook supports up to 20 quick buttons and 3 persistent buttons. However, it is not recommended to use more than 5-7 quick buttons to avoid scrolling on a page.
  • Buttons names are limited to 20 characters.

Quick Buttons

Quick buttons allow you to add choice options that appear under the answer and can lead to various actions. They are called quick because once you select one of them, they disappear and you are taken to the action of choice. You have the following quick button options:

  • Point to an 'Article Id' - use this option to direct the user to a Bold360 ai answer from the KB using the 'Article Id' as an identifier.

  • Point to 'Content' - use this option to present text content when the customer clicks the button.

  • Use a 'Statement' - use this option to send a query to the conversational bot. This is especially useful when you want to use a button to trigger an article that has few variations, which are based on context. Since each context variation receives a different article ID, you cannot use the Article Id option to trigger that article.

  • Use a 'URL' - use this option to create a link to a webpage. Notice that this combination is not supported by Facebook; you must use 'Persistent Button' described below.

  • Use a 'Phone Number' - use this option to add a phone number that calls the number defined when clicked. Please note that this combination is not supported by Facebook; you must use 'Persistent Button' described below.

  • Use an 'External' - this option is used to transfer parameters to an external interface. This is useful for handshaking with a customer app that uses certain parameters from the conversational bot.

Persistent Buttons

Persistent buttons allow you to add choice options that will appear underneath the answer and can lead to various actions. They are called persistent because they are always available in the conversational flow and can always be used to trigger an action.Note: Facebook allows up to 3 persistent buttons to be presented in a certain answer. The options are the same as for the Quick Buttons, with the exception of the following:

  • Use a 'URL' - use this option to create a link to a webpage. Please note that this combination is the only option supported by Facebook to present URLs

  • Use a 'Phone Number' - use this option to add a phone number that will call the number defined when clicked.