Guided Conversation Routes View
Conversation builders can build branching paths within a Guided Conversation (GC) by using Multiple Path cards and Logic paths. They can then create even more complex and modular paths for Chat users by “routing” from one GC to another by using the Route card.
The "Route" card lets builders use GCs as interchangeable building blocks in highly complicated conversation trees.
The Routes View makes it easy for builders to track the flow of interactions through conversations as they route to other GCs.
How to access the Routes view
Want to know how you ended up in a no-match? Or perhaps which conversations are connected to you GC? Check the Routes view for your Guided Conversation. The Routes view can be accessed from the three dot menu on the Exchange Details or Conversation Builder view.
Navigating the Routes View
The Routes view shows a graphical map of connections between GCs as defined by Route cards in the GC. Only routes made using the “Route to Exchange” or “Route to No Match” option on the “Route” card are tracked in the map.
- Click the conversation node to get GC details.
- Click the lines drawn between GCs to see the paths that lead from one GC to the next. Paths show all Multiple Path and Logic step choices that can lead from the initiating conversation (highlighted in green) to the route conversation (highlighted in purple).
- Click the boxed arrow icon to link directly to the Guided Conversation listed in the sidebar.
Important Notes
Only routes that are defined with the “Route to Exchange” option or “Route to No Match” will be shown in the Routes view. “Route to Inquiry” will not be shown on the Routes view graphical map.
Nodes (i.e. the conversation rectangles) can be dragged around on the map. The position will not be saved, but moving them around can be helpful when trying to reason about highly complex and interconnected Routes views.
Guided conversations are often set up to loop back to earlier GCs in a branching process. This can cause lines to lead back to earlier conversations. The Map will show these lines, but it can be difficult to know which conversation leads to another. Look for the green and purple highlights as well as the “arrow” at the end of the blue highlighted line to know which conversation is the initiating GC.