Conversation Flow – Paths

1. What is a Path 

1.1 Introduction

“Path” is a Conversation Flow design for the Chatbot. You would at times, see the terms Conversation Flow and Path being used interchangeably. A conversation flow typically consists of one of more steps for a specific purpose. As an example see a very simplistic conversation flow below that consists of a single step of sending a message via the chatbot to the end user. 

2. Conversation Flow Modeler

2.1 Introduction

Conversation Flow or Path design is a critical aspect of any chatbot and covers end-to-end scenarios of chatbot actions and responses. With the increased complexity of the business logic for the chatbot, the flow path design also may get complicated to visualise and build as a whole. MyBOT Conversation Flow Modeler is a best in class path designer allowing for Paths to be edited and visualised on a single canvas with the ease of working on a mind map. 

Conversation Flow Modeler can be accessed from the Navigation in the Build Section. You can further navigate between paths by either choosing a path on the Path Selector available on the left hand side of the canvas or by creating a new path. 

On the top left-hand side of the canvas, the user has the option to toggle presence of the path selector. 

The menu in the top left of the canvas also provides options to – 

  • Delete the Path
  • Test the Path 
  • Rename the Path
  • Copy the Path
  • Zoom-in/Zoom-out of the Path 

2.2 Standard Canned Paths

All new Bots created in MyBOT come with standard paths that you need to be aware of – 

  • Welcome New User – This is the Flow that any new user starts from when they interact with the Chatbot for the very first time 
  • Greet Returning User – On the Website Bot, if a user returns to the Chatbot, they start with this Path as against the Welcome New User 
  • Default Message – This is another very important Path to be aware of. This is triggered when the Chatbot is not able to comprehend the user’s query. You could include a simple message apologizing to the end user for not being able to answer their query. Alternatively, a lot of customers use this flow to collect more user from the information to be able to create a ticket with their query. 
  • Live Chat – This is a notional Path that is to be triggered if you want the user query to be redirected to your team of Live Chat Agents on MyBOT 
  • Post Resolution – Once a Live Chat Agent on your team, marks a query as resolved, this is the flow that is triggered. 

3. Nodes

3.1 Introduction

Each node is a logical step in the path flow and is represented on the canvas by a different color and consists of additional elements depending on the type. For example, a Send Message will show a preview of the message on the canvas whereas a Carousel will show the various cards as part of the Carousel.

Nodes are a building block of the conversation flow being designed as per the intended user journey for the chatbot’s end user. The various types of Nodes provided include – 

  • Display Information Nodes: MyBOT provides a number of options to present information to the end user via the chatbot. These range from simple messages, images, carousel cards & more
  • Data Input Nodes: Collecting information from engaging users is a key function of most chatbots. MyBOT makes it easy to do the same by providing a number of options to collect data using nodes like Request User Data, Identity Node & more
  • Processing Nodes: MyBOT also provides a number of ways to handle & process information within the chatbot and to make conversation flow branching decisions
  • Integration Nodes: A large number of Integration focused nodes are available ranging from JSON API Integration to standard nodes for out-of-box integration for Salesforce, Google Sheets & Calendar. 

3.2 Adding a Node

A node can be added by clicking on the “+” available on the bottom right. Alternatively, a node can also be added by clicking on “+” available at the bottom section of the node.

3.3 Editing a Node

A node can be edited by clicking on the edit icon next to the node. The option appears when the cursor hovers over the node. Alternatively, the node can be edited by double clicking the node which opens up the dialog box.

3.4 Building Connections

A connection between two nodes can be created by clicking on “+” available at the bottom of the first node and dragging the connection to the second node that it needs to be connected to. This option is also available from nodes that support branching. This includes the “Send Message with Options”, “Carousel” and “Decision” nodes. Each such option to build connections to existing paths or to add a new node at that point, is represented by a “+” icon.

3.5 Deleting a Node

A node can be deleted by clicking on the delete icon next to the node. The option appears when the cursor hovers over the node.

3.6 Branching off to another Path

To redirect the flow to a different path, use the “Trigger Path” node and select the path that you would want the flow to be redirected to.

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