A chat flow is a sequence of replies that are auto-created based on user responses. It forms conversational reciprocity and invites users for inclusive interaction.
By creating chat flows, you can walk the customer through everything you have in store for them. It is a way of indulging in a conversation with your customer and presenting your offerings in a structured manner. All without any manual involvement.
A chat flow is best put into use when the business clearly defines the goals a particular chat flow needs to accomplish.
To create chat flow, anticipated responses from the users need to be entered and their replies need to be created in a template, image, video, audio, text, list, etc. The later responses of users can be made into various choices users could choose from. When the user selects a choice, the next selected block of the chat (template, list, etc) can be sent for further interactions.
Businesses know the kind of questions customers might have about them. Through experience, businesses also understand where a conversation should head to get concluded. The conclusion of a chat flow should achieve the goal it is meant to accomplish(help customer, give product description, contact directly, etc). When the customer response is known, preparing an answer about it becomes easy.
Path to create a chat flow:
Nextel -> Chat -> Chatflow
Steps to create a chat flow using templates only
1) From options of <auto> and <manual>, select auto
2) Select is/contain
3) Type in messages that you anticipate from your customers might send you
4) Select a template that will initiate your conversation with the customer. The template must be an appropriate reply for the response you anticipated from your customer.
5) Switch on <add user input> to green
6) Select a reply type under <accept reply type> (free text, email, number, location, date)
7) Switch on store reply to green if you want to store the reply from the user.
8) Switch on <jump to new conversation>
9) Check the box so that if the customer response matches your keyword, the chosen template block will get executed.
10) Next: choose a block (template) so that if the user does not give your anticipated response, the chosen template gets executed.
11) Under <if reply> select is/contain
12) Under <value> type the reply you further anticipate from the customer
13) Under <then jump to block> select the corresponding templates you want to proceed with to continue your conversation.
14) scroll up and select save.
Chat block features
- Quick replies
- Transfer chat
- Take Away
Approved templates from WhatsApp can be used to create an interactive chat flow. Only a template can initiate a chat flow that starts with an outbound message. Templates can have two call-to-action buttons and three quick reply buttons at maximum.
A list allows you to display many choices in rows with a single tap. In one message, a maximum of only 3 buttons can be displayed. A list helps you send many options in a single message, but they are only visible once the list-icon is tapped upon.
Quick replies can be created to be sent as session messages. Quick replies have a maximum of 3 buttons visible in the chat, and every reply can be clubbed with a new chat block.
Send documents/image/video/text/audio in response for a pre-defind messages from users.
API is used to give out a reply that requires certain data transactions between Nextel and the business. When a data point like an order number, bill number, etc is required to continue a chat flow, API is used as a chat block. Certain data points are only saved with businesses and forming a chat reply based on those data points is impossible without deploying API.