...
Each node of the bot flow is represented in the workspace by a card, and the connections between the nodes are represented by curved lines joining those cards, representing the sequence or jump from one node to another (find more details in the section https://technisupport.atlassian.net/wiki/spaces/S2MDU/pages/2027552769) . The card of a specific node and its connections contain the following options and/or elements:
Basic Node Information: Displays the basic data of the node, such as name, description and node type.
Edit Node: Click here to view the node configuration in the right pane and make the necessary modifications to the node.
Delete Node: Click here to delete the node from the workspace and the bot.
Add Node: Corresponds to the exit point of the node. Click here to add a new node, and link it to the selected node.
Connection point between nodes: Corresponds to the node's entry point. Using the mouse, you can create a connection between two nodes by clicking and holding (dragging) from the Add Node button (exit point) of one node to the connection point (entry point) of another node.
Remove Connection: Click here to remove the connection between two nodes.
...
Name: It is the name of the node.
Description: Is the description and/or purpose of the node within the flow.
Intent: It is the specific intention of the end customer when entering the node. It is recommended that the intentions of each of the nodes are unique and different, since this value will be used to obtain statistics and analyze the bot's conversations.
Pattern: This is the pattern or regular rule that must match the incoming messages sent by your customer for the bot to execute the node's logic. This pattern can be an exact text string (for example, if the given pattern is "Hello", the node logic will execute when the customer types "Hello", or a regular expression that encompasses several options. More information about regular expressions and patterns here: https://developer.mozilla.org/es/docs/Web/JavaScript/Guide/Regular_Expressions
Node Type: This is the type of node and must be selected according to the purpose of the node (giving a message to the customer, asking the customer for information, querying an external web service, etc.). The available node types are (find the detailed description of each node type below):
Ask
Say
Capture: By selecting this field type, the following additional fields will be displayed in the form:
Expected: Type here a regular expression to validate the response sent by the customer.
List: By selecting this type of field, the following additional fields will be displayed in the form:
List: Specify here the list of values to be shown to the customer for selection. In case the tickets come from a previous node of Web Service type, use the nomenclature {{webhook.response}}.
Fallback: When selecting this type of field, the following additional fields will be displayed in the form:
Bot: Select here the bot to which the conversation will be moved in case of exceeding the maximum attempts.
Bot Node: Select here the bot node to which the conversation will be moved in case the maximum attempts are exceeded.
Maximum Attempts: Specify here the maximum number of attempts that the customer will have to retry the previous step to this node.
Scheduled Node: When selecting this type of field, the following additional fields will be displayed in the form:
Start Date: Specifies here the start date of the period/range during which this node will be applied.
End Date: Specify here the end date of the period/range during which this node will be applied.
Validator: When selecting this field type, the following additional fields will be displayed in the form:
Condition Type: Specifies here whether the validation rules will be applied with the conditional and (or - all of the rules comply) or with the conditional or (or - some of the rules comply).
Validation Rules: Add one or more validation rules, specifying a variable, an operator, and a value.
Web Service: When selecting this field type, the following additional fields will be displayed in the form:
Request Type: Select one of the available HTTP request types (GET, HEAD, POST, PUT, DELETE, CONNECT, OPTONS, TRACE, PATCH).
URL/Endpoint/IP: Specify here the URL/endpoint/IP address to access the webservice. For example, https://mywebservice.mybusiness.com/getCustomerInfo/4224563
Headers: Specify here the headers that should be added to the HTTP request to consume the web service. For example, { "Authorization": "AccessKey GoCsdWE5rR2x7oXTQ4cPn4fTb5R"}.
Body: Specify here the body of the HTTP request. Generally, this body should have a JSON structure. For example, {"first name": "Jane", "last name": "Doe}.
Timeout: Specify here the maximum time Sagicc will have to wait when consuming the web service. If this time is exceeded, the request will be considered failed.
Dialog Flow
Go to
Bot: Select here the bot to which the conversation will be moved.
Bot Node: Select here the bot node to which the conversation will be moved.
Use template: Activate this option if the message you want to send in the node corresponds to a previously created template in Sagicc. By activating it, you will be able to select the desired template.
Message:It This is the message that will be sent to the customer in this conversation node. It can be a custom customized message with variables, emojis 😀😎😋, links (https://google.com ), or formatted specific formatting (hello, hello, ~hello~).
hello), and can include variables associated with the case, customer, and other entities in Sagicc. Use the Variables option to copy variables and include them in the message."Action: corresponds to an action that will be executed in Sagicc when the conversation between the bot and the customer passes through this node. The available actions are:
Transfer to agent: Transfers the conversation with the customer to a human agent of the campaign, modifying the user assigned to the ticket generated for the conversation.
Transfer to a campaign: Transfers the conversation with the customer to a different campaign.
End conversation: Marks as closed the ticket generated for the conversation with the customer.
Release conversation: Removes the user assigned to the ticket generated for the conversation (Sagicc System) and leaves the ticket free so that any human agent can take it and continue the conversation with the customer.
Enabled: Specifies whether the node is enabled or disabled in the flow.
...