Guide FloatChat

Floatchat- User Guid

Conversation flow – paths

1. What is a Path? #

A “Path” refers to the conversation flow design for a chatbot. It represents the sequence of steps and interactions between the chatbot and the user to accomplish a specific use case or scenario. In the context of chatbot design, the terms “Path” and “Conversation Flow” are often used interchangeably.

2. Conversation Flow Modeler #

2.1 Introduction #

The Conversation Flow Modeler is a valuable tool for designing and visualizing the paths or conversation flows of a chatbot. It allows users to create, edit, and view paths on a single canvas, resembling a mind map. This feature is available in the Floatchat platform’s Builder Section.

Users can switch between different paths by selecting them from the Path Selector located on the left-hand side of the canvas. Additionally, they can create new paths. The menu in the top left corner of the canvas provides various options, including:

  • Deleting a Path
  • Testing a Path
  •  Editing the Path Name (Path Key)
  •  Copying a Path
  •  Zooming in and out of the Path

2.2 Standard Canned Paths #

When creating a new chatbot in Floatchat, it comes with pre-defined standard paths that are important to be familiar with:

  • Welcome New User: This path is the starting point for any new user interacting with the chatbot for the first time.
  • Greet Returning User: When a user interacts with the chatbot again, they will be greeted using this path.
  • Default Message: If the chatbot fails to understand a user’s query, this path is triggered, and a default message is sent. The default reply currently says, “Sorry, I did not understand that,” but it can be customized to display a different message, add other nodes, or even trigger a live chat.
  • Agent Unavailable: If a user requests live chat, but there are no available agents to handle the request, this path is triggered.
  • Post Resolution: Once a live chat agent marks a query as resolved, this path is triggered.

Note: For WhatsApp, the user needs to initiate a conversation with the chatbot first, and the bot will start when the end-user enters any text, except for broadcasts or campaigns.

The following behaviors are common for all platforms:

  • If the user enters terms like “Hi” or “Hello,” the chatbot will start from the “Greet Returning User” path. However, users can be redirected to a desired path using the “Trigger a Path” node.
  • If the user enters a term that matches an FAQ, the associated response will be displayed. Otherwise, the default path will be triggered.

3. Nodes #

3.1 Introduction #

Nodes represent logical steps within the conversation flow of a chatbot. They are visualized on the canvas with different colors and contain additional elements based on their type. Various types of nodes are available in Floatchat, including:

  • Display Information Nodes: These nodes allow presenting information to the end user, such as simple messages, images, carousels, and more.
  • Data Input Nodes: These nodes facilitate collecting information from users. Floatchat provides options like Request User Data, Identity Node, and more to gather data effectively.
  • Processing Nodes: These nodes enable handling and processing of information within the chatbot. They also assist in making branching decisions in the conversation flow.
  • Integration Nodes: Floatchat offers native integration with multiple applications like Salesforce, Google Calendar, and Google Sheets. Integration nodes help incorporate these external services into the chatbot’s functionality.

3.2 Adding a Node #

To add a node, click on the “Add Node” button located at the top of the builder flow in Floatchat.

3.3 Editing a Node #

To edit a node, hover over the desired node, and click on the edit icon. Alternatively, you can double-tap on the node.

3.4 Building Connections #

Connections between nodes can be established by dragging a connection from one node to another.

3.5 Deleting a Node #

To delete a node, hover over it and click on the bin icon.

3.6 Branching off to another Path #

To redirect the conversation flow to a different path, use the “Trigger Path” node and select the desired path for redirection.

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