Guided Conversations JSON Import/Export

Overview

Guided Conversations are structured using JSON schemas. The new JSON Import/Export feature addresses the challenges of transferring these entities between organizations or across different GCs and provides a way for users to edit JSON directly.


Importing JSON

To import a GCā€™s JSON file:

  1. Click on the three-dot menu in the GC interface.

  2. Select Import JSON.

  1. Choose the JSON file to import from your device.

  2. Confirm the import in the dialog that appears. 

Please note that importing the schema will completely replace the previous GC.


Exporting JSON

To export a JSON file:

  1. Click on the three-dot menu in the GC interface.

  2. Select Export JSON.

  1. A JSON file will be downloaded automatically.

The exported file will contain the current state of the GC in JSON format.


Editing the schema

Export the Guided Conversation first, then edit that file. The export is the conversation as it is now, so your changes start from a complete schema.

  1. Export the JSON file.

  2. Open the downloaded JSON file.

  3. Change the parts of the schema you need, then save the file.

  4. Open the Guided Conversation you want to update.

  5. Select Import JSON from the three-dot menu, choose the edited file, and confirm the import.

The Guided Conversation that is open is replaced with the contents of the file.


What you can change

  • Nodes ā€” Each entry is one card. The entry name is the card key. response is the message on the card. save_as is the variable name for an answer collected on that card. settings holds options for that card, such as dropdown choices, an email subject or recipient, a prompt, or a ticket title.

  • Edges ā€” Each entry connects two cards. from and to must be card keys from nodes. condition and value describe when that path is used. order sets the order of paths that leave the same card.

  • Start_node ā€” The card key where the conversation starts. It must match an entry in nodes.

If the edited JSON file is in an invalid structure, then the import will error and will display an error message.


Handling References

When importing JSON, the system will check for references:

  • If a reference is valid, it will be updated accordingly. 

  • If a reference is invalid (e.g. Cross-org import/export that references items/users that are not present in one org), there will be a warning message, prompting the users to fix it manually. The field errors are handled gracefully and cards will still import with the errored field empty. However, you will still need to address the individual errored fields before being able to publish.



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