Webchat routing flows can be defined to allow incoming webchats to be handled by a webchat service. When a new webchat is received by a service a routing flow will be initiated to handle the session.
Webchat sessions usually need to be assigned to an available agent to handle. The webchat flow will place the webchat on a specific webchat queue ready to be picked up. In some cases, the webchat routing flow may be able to answer a user’s query without requiring agent intervention. For instance, an enquiry for a cricket score or stock levels.
For an introduction to routing flows please refer to Introduction to Routing Flows and the Flow Editor.
Click play to watch a video overview on managing webchat flows.
Add a Webchat flow #
- In the menu bar click Webchat > Webchat Flows to see a list of available flows
- To add a new flow click Add and the new webchat flow page will be displayed
- Enter the mandatory webchat flow name (up to 100 characters)
- Enter a brief description (up to 250 characters) if required
- Click Add
- The new webchat flow will be created and you will see the message that the webchat flow has not been defined
Manage Webchat Flows #
You are able to edit flows you are the owner of, copy flows which is useful if you need a new flow that is similar to an existing flow and remove flows that are no longer needed. You can also import or export routing flows.
Configure a Webchat flow #
Configuring a Webchat flow is done using the flow editor and will involve:
- Selecting the node types to use in the chat flow
- Placing nodes in the chat flow
- Configuring the parameters for each node and its branches
- Adding optional branches (if required)
- Connecting up the nodes to create an order of execution
- Creating chat flow variables (if required)
- Validating and publishing the completed chat flow