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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 node 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 node type, 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 node type, 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 node type, 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 node 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 node 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: This is the message that will be sent to the customer in this conversation node. It can be a customized message with variables, emojis 😀😎😋, links (), specific formatting (hello, hello,
hello), and can include variables associated with the case, customer, and other entities in Sagicc. Use the Variables “Variables” option to copy variables and include them in the message.".
Send Attachment: Enable this option if you want to send an attachment to the customer when reaching this bot node. Once activated, you will see a selector that allows you to drag or select the file from your device that you want to send. The maximum allowed file size is 25 MB.
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.
Add Labels: Add one or more labels to the customer associated with the ticket, simplifying the process of organizing and marking customers. When you select this action, a selector with all the labels configured on the platform will appear, allowing you to update the customer's tags efficiently and accurately.
Replace Labels: Replace all labels assigned to the customer associated with the ticket with the newly selected tags. When you select this action, a selector with all the labels configured on the platform will appear, allowing you to update the customer's tags efficiently and accurately.
Enabled: Specifies whether the node is enabled or disabled in the flow.
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