Flow in the Bot

Whether you want to create a flow from scratch or use a template, this guide will show you how to seamlessly create Bot Flows in Gallabox. Start building your conversational interface today!

What is Flow?

A Flow or Bot Flow is a sequence of intents and actions that direct the chat bot to complete a task. You can create a Flow inside the bot from scratch or use any template from the Intensive Template Library to create a flow in the bot.

Let's dive in understand the types of flows in Gallabox.

Types of Flows

There are two types of flows that you can utilize in Gallabox to enhance your chat bot's interaction with users. Each flow serves a specific purpose and can be tailored to meet your business needs. Let's explore the types of flows available:

Message Based Flow

A Message-Based Flow is like chatting with a friend. It uses set messages to help the bot talk to users and give information. It's good for general chats, answering questions, or casual conversations.

Order Based Flow

This flow is automatically triggered when the contact places an order from your Catalogue.

WhatsApp - Flow Based

This flow will trigger when a customer responds to the WhatsApp Form or Flow.

How to add a Flow in Gallabox?

You can add a flow in Gallabox using two methods: From Scratch or using a Template.

Create a Flow from Scratch

1. Under Bots click on the Bot for which you want to add the bot flows.

1. Click on "Add New Flow" at the top right corner. You will be prompted to provide the Flow name, Flow type, When to trigger this flow?, and Custom Configurations. Click on create once you enter the details.

Great! You created a Flow inside the Bot. You will be redirected to bot builder to create using the Bot Cards/Nodes.

Create a Flow using the Template Library

1. Go to "Bot Templates" from the drop-down option in Bots as shown in the GIF.

1. Choose the Bot Template and click on "Use" as shown in the GIF. Choose the Bot from the drop-down to add as a flow template under the Bot.

1. Click on "Go to Flow" to edit the content as per your company's voice or edit the template using the "Bot Cards" which Includes Send Message, Ask Questions, Utilities, Actions, and Connectors.

Flow Essentials

1. When to trigger the flow?

You can trigger the flow for two options: For any keyword and For specific keywords.

For any keyword: They bot flow will triggered for any user message (keyword) that comes to your Bot.

For specific Keywords: You can select which Bot flow will trigger for which user messages (keywords). Under Advance option for a specific keyword you can add a payload. A payload in a chatbot carries information within a message that helps the bot understand what the user is saying and respond accordingly. Here in Gallabox, we have two main ways to make sense of payloads: Case Match and Regex Match.

Case Match

It's ideal for situations where the user's input needs to precisely match a predetermined phrase or keyword.

Here's how it works:

1. You define a list of specific phrases or keywords the chatbot should recognize (e.g., "Hi", "Order Status", "Help").

2. When a user types one of these exact phrases, the chatbot recognizes it as a match.

3. Based on the matched phrase, the chatbot can be programmed to deliver a specific pre-written response (e.g., "Hello there!", "Track your order here!", "What can I help you with today?").

Regex Match

Regex Match, short for Regular Expression Match, can recognize patterns within user input, even if the exact wording isn't a perfect match.

Here's how it works:

1. You define a pattern using special characters and symbols (e.g., "ord\ser\s+[0-9]{5}"). This pattern can capture variations of a phrase, like "order number 12345" or "what's my order 12345?".

2. When a user's message matches the defined pattern, the chatbot recognizes it.

3. The chatbot can then respond based on the captured information within the pattern (e.g., retrieve order details for order number 12345).

2. Custom Configurations

Under custom configurations you have the option to set up nudge for the bot flow, What actions should the bot take after the flow completion?, Allow users to navigate back and forth within the flow, and Enable flow-level drop-off for every flow.

Enable nudge before dropping user off the bot

After a question is asked, if the user doesn't respond, a bot dropout occurs. However, by enabling this feature, we can proactively engage the customer before they are dropped from the bot, thereby recovering potentially lost customers. Here's how to enable this nudge feature:

1. Select the bot for which you want to activate the nudge feature.

2. Click on the "edit" icon on the flow.

3. Navigate to "Custom Configurations."

4. Locate the option titled "Nudge contact if question message is unanswered" and toggle it ON.

5. Specify the following settings:

By following these steps, you can effectively utilize the nudge feature to enhance user engagement and retention within the bot.

What actions should the bot take after the flow completion?

Toggle this on if you would like the bot can perform some actions upon completion of the flow.

To configure this,

Click the toggle button for "What actions should the bot take after the flow completion?" under Custom Configurations when you create Flow.

Allow users to navigate back and forth within the flow

Users are allowed to navigate back and forth within the flow for enhanced interaction. Navigation options within the flow enable users to either return to previous steps for clarification or additional information or proceed forward to continue with the flow and complete desired actions.

To configure this,

Click the toggle button for "Allow users to navigate back and forth within the flow" under Custom Configurations when you create Flow. Enter the minutes, the bot will wait even after the customer has reached the end of the flow, giving them a chance to navigate other options within the flow.

The time can be set to a minimum of 1 minute and a maximum of 60 minutes (1 hour).

Enable flow-level drop-off

Enabling flow-level drop-off in Gallabox Bot allows you to override the bot-level session timeout setting.

To enable flow-level drop-off:

1. Open the desired flow in Gallabox.

2. Go to the Edit using the beside the desired flow.
3. Scroll down and locate the Enable Flow Drop-off Tracking option.

4. Toggle it on.

5. Add the session out Time for the Bot in How long the bot can wait for reply?

6. Add the session Message for the Bot in What should the bot say to contact after the designated wait time?

7. Add the action once the Bot session expires in What should the bot do after the designated wait time? Choose from the actions below:

Drop-off data can be found in the Analytics section, helping you optimize the flow based on user behavior.

When the Bot flow limit for the plan you are subscribed to has been reached and you would want more number of Bots in your account, reach out to the support team on [e-mail].

Manage Bot Flows

1. Moving a Flow from One Bot to another

To move a flow from one bot to another:

Find the flow you wish to move to another bot. Click on the 'Clone Flow' option. You will be prompted to enter the new flow name and select the bot from the drop-down where this flow will be created.

By default, the dropdown will prefill with the current bot's name, allowing you to change it if needed.

To address the issue of reply settings failing:

• The listing page will display the presence of a payload upfront for each flow.

• On the flow edit page, the payload will be shown in an expanded format.

Flow Matching using payload

Think of "flows" as conversations or exchanges of information. This could be anything from ordering a product online to sending a message to a customer service rep.

The "payload" is the information attached to the flow. This information is like the details. It might include things like the type of product you're ordering, the reason you're contacting customer service, or even your location.

Flow Matching uses the payload to connect the flow with the right system. So, if you're ordering a red shirt, you'll be connected to the department that handles clothing orders, not the one that deals with electronics.

For each bot flow intent, you can add a payload using either a case-match or regex- match.

The usage is recommended if you are having same intents for more than 1 bot flow.

For each bot flow intent, you can add a payload using either a static value or a dynamic value.

For example:

• Static Value:

For the "order_product" intent, the payload may include options such as clothing, shirt, or red.

• Dynamic Value:

For "intent": "contact_support", you can use the payload as {{user_reason}} or {{user_location}}.