When building a chatbot flow from scratch, you can use the various types of blocks. They are interconnected and each block has the wait time, which is 30 minutes by default. If user doesn't respond or interact with the block during that time, bot flow will be interrupted and chat will handed to the support team automatically.
 

Message blocks

• Message - sends a simple chat message from the bot.

• Message with options - allows you to add up to 5 buttons/options for the user to choose from. Each option creates a separate path in your flow.

• Data request - asks the user to provide specific data, such as name, email, phone number, or custom attributes (e.g., Member ID).

AI blocks

• AI conversation - connects an AI Agent to the dialogue. You can either use one agent for the whole flow or connect different agents depending on the user’s choice in a previous block.

Action blocks

• Assign chat - assigns the chat to a specific team member or department.

• Tag customer - adds tags to the customer profile.

• Untag customer - removes previously assigned tags.

• Change chat status - updates the chat status or closes the chat if necessary.

How to go back to the previous chatbot block?

To go back a step, to the beginning of the dialogue with the bot, or to switch to a completely new thread, you can add the option "Return" in the message with options block and link it to the block of the chatbot you need.

If you have questions - feel free to chat with us anytime! More chatbot blocks are coming soon...