Table of Contents

Guided Conversations

Sammie Stephens Updated by Sammie Stephens

A Guided Conversation (GC) is a type of Exchange. Guided conversations are organized in your Knowledge Base the same way a Standard Exchange is. In this article, we outline the basics of creating guided conversations, and the types of cards available.

Jump to Guided Conversation Card Types

Add a New Guided Conversation

  1. Select a dialogue in which to add your Guided Conversation, and click the +Add button in the top right corner.
  2. Select the Guided Conversation icon from the dropdown.
  3. Enter an inquiry, which is the question the user will ask.
  4. Choose the Blank Template, and click Build Response. (Guided Conversation Templates coming soon).
  5. Click on your newly created Guided Conversation, which now appears at the bottom of your dialogue.
  6. You are now in preview mode. To edit the conversation, click Edit Conversation in the top right.

Delete a Card

  1. Click the drop down menu at the top left of the card you want to delete.
  2. Scroll to the very bottom, and select Delete Card.

Guided Conversation Card Types

In this section you'll find the following card types:

Messaging

Collect Information

Multiple Paths

Simple Message

Actions

Helpdesk Ticket

Send Email

Start a Workflow

Conclusions

Route-to Inquiry

Start Live Chat

Collect Information

This card enables you to create information to be used as a variable in a later part of the conversation, such as in a ticket, logic, or an API call.

To start, click the plus sign, and select Collect Information card in the drop down menu, then you can format as:

  • Open ended text (this is the default format)
  • Multiple choice with Quick reply buttons or Dropdown list (advanced option)

Open Ended Text

  1. Type your question into the open text box to prompt the user.
  2. Name your variable in the Save Reply As field.

Quick Reply Buttons/Dropdown List

  1. Type your question into the open text box to prompt the user.
  2. Name your variable in the Save Reply As field.
  3. Click Advanced Options, and Select Quick Reply Buttons or Dropdown List.
  4. Add your options in the Custom Options section, and click Done.
  5. You can also add options from a previous App Action card in the conversation by selecting From App.
Quick reply buttons work best for 5 or fewer options. Dropdown list is best for more than 5 options.

Validation

  1. Select Advanced Options, and choose Text or Numeral in the Response Validation dropdown.
  2. Type the error message you want to appear if the collected info from the user doesn't meet the validation.

Multiple Paths

The Multiple Paths card is used to route users with similar questions to the most relevant response based on additional user interaction.

For example, if a user asks "What restaurants will deliver lunch?", Capacity might respond "What type of lunch do you want delivered?" and then provide the paths of "Pizza", "Pasta", or "Salad". Depending on the user's selection, the conversation with pivot to the most relevant response. Another example is shown below.

Adding a Multiple Path Card

  1. Click the plus sign, and select Multiple Paths card from the drop down menu.
  2. Type your question, or intro text in the open text box. Click Done.
  3. Rename your paths from the default values by clicking into each path bubble.
  4. To add more paths, click the plus sign to the right of your existing paths.
  5. Build out the rest of your guided conversation for each path you created. To work on a particular path, simply select that path bubble.
You can save the path the user selected as a variable to use later in the conversation. To do so, add a variable name to the Save Selection As field in the top right corner. The variable name must be all lower case, and use underscores for spaces.
Examples: first_name, contact_method

Simple Message

A Simple Message card allows you to send a message through the chat bot that does not require a response from the chat user. Simple Message cards are often used as the last card in the conversation to send a final response (although any card type can be used to end a conversation). Simple Message cards are also used to send a response right after another. This can help separate two thoughts and make the experience a bit more conversational.

Adding a Simple Message Card

  1. Click the plus sign, and select Simple Message card from the drop down menu.
  2. Type the response in the open text box. Click Done.

Helpdesk Ticket

Create a ticket in the Capacity Helpdesk with the Helpdesk Ticket card. When your instance is set up, by default the No-Match Message GC and the Feedback Message GC will create tickets when triggered. You can also create a ticket in any Guided Conversation you set up in your knowledge base.

Adding a Helpdesk Ticket Card

  1. Click the plus sign, and select Helpdesk Ticket card from the drop down menu.
  2. Select a default project and status for the ticket.
    1. Select Custom Lookup to use a variable from a previous step to look up the project. The input variable must match exactly to a project name in Capacity. If an exact match is not found, the ticket will go into the fallback project selected.
  3. Create a name for the ticket by entering static text into the text field, or using a dynamic variable collected from a prior step.
  4. Add tag(s) that have been created prior. This step is optional.
  5. Create a description for the ticket by entering static text into the text field, or using a dynamic variable collected from a prior step.
  6. Select the default priority and assignee (unassigned is a valid option).
  7. Due dates can be set from a specific timeframe from ticket creation. For example, 2 days, 30 minutes, or 5 hours from ticket creation. Currently, these times are 24/7, and not specific to business hours or business days. This step is optional.
  8. Want to follow up with the chat user by email once the ticket is resolved? Click "Add field" under the heading "Information needed to complete this ticket". Name the field "email", using all lowercase. Insert the email variable in the right text field that you collected prior in the guided conversation.
Tips for setting up a CoPilot (No Match) ticket or Feedback ticket.

No-Match: Use {{nlp.inquiry}} variable to pull in the question from the user that triggered the No-Match guided conversation.

Feedback: Use {{parameters.__original_inquiry}} variable to pull in the question the user asked when giving negative feedback.

Send an Email

The Send an Email Card allows you to automate email notifications or follow ups. You can use static text, or you can use previously collected variables from the conversation. To insert a Variable, click the Insert Icon and choose the variable you want to have included in the email. 

Adding a Send an Email Card

  1. Click the plus sign, and select Send an Email card from the drop down menu.
  2. Specify the recipient in the Send To line. To add multiple email addresses, separate by a comma with no space. You can also use a previously collected variable in the Send To field.
  3. Specify the subject of the email. You can use text and/or a variable here as well.
  4. Create your body by using text and/or variables from previous steps.

Start a Workflow

Capacity's automated workflow platform can kick off during a Guided Conversation. For more information about how to use workflows, please contact you Capacity Customer Success Manager.

Route-to Inquiry

Route-to Inquiry Cards enable you to move users to a a new exchange, Guided Conversation (GC), or skill at the end of a current Guided Conversation.

Advanced details:

  • Pass any information that Capacity collected in the original conversation to the next inquiry, GC, or skill.
  • Restart the conversation if a user enters invalid data at any step during the Guided Conversation. (Tip: this will require you to add logic to the GC, so Capacity knows if the provided information is valid.)
  • Keep your users engaged by suggesting other related questions that they can ask the bot.

Adding a Route-to Inquiry Card

  1. Click the plus sign, and select Route-to Inquiry card from the drop down menu.
  2. Search and select the exchange, Guided Conversation, or skill to route your users.

Start Live Chat

Start Live Chat cards will connect the chat user to an available live chat agent. When a user stars a live chat, the guided conversation will end.

Adding a Start Live Chat card

  1. Select one of your teams to route the live chat. (CoPilots is a default team created and will include all of your copilots in the system.)
    1. Select Custom Lookup to use a variable from a previous step to look up a team. The input variable must match exactly to a team name in Capacity. If an exact match is not found, the ticket will go to the fallback team selected.
  2. Add fields that you collected prior in the guided conversation to pass through to the live chat agent.
    1. Click "Add field".
    2. Name the variable in the left text field.
    3. Insert the variable you collected prior in the guided conversation in the right text field.

Additional Resources

For help with Guided Conversations or any of the above topics, please get in touch with our support team at support@capacity.com.

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