How to create & setup Workflows on Interakt?
Interakt users can now set up workflows themselves on Interakt. Workflows are a versatile tool that enables you to effortlessly create conversational flows, guiding your customers through various processes. By utilizing workflows, you can ask sequential questions, capture responses in variables, and export the data for efficient processing.
Click on “Automation” from the Settings tab on Interakt. Post which users can click on the “Workflow” tab.
This is the Workflow homepage where users can read a brief on the module and watch a demo video explaining the same.
The homepage has 2 sections:
1. Above is the templates section where we have multiple templates specifically curated for your needs. It has options like lead generation, Vehicle Service Booking, etc.
2. In The below section one will be able to see all the workflows that you have created for your organization. One can also create a workflow from scratch using the “create new workflow” button on the top right corner.
a). Using the templates
You can scroll through all the template options. If you want to see what is the exact flow, you can click on any 1 of the template and scroll through the middle section to see all the text in there.
i). You can also check the left section and explore the flow for all other readily available templates. Check all the templates and if you feel any of the templates is something that you wanted to run your campaign. You can click on “make a copy to edit” on the right and then rename it to the name that you prefer.
ii). Once you add the name, you can go to each response and edit them to customize it as per your company’s needs.
iii). Once all the customization is done, you can go ahead and save the workflow from the right panel. To know more about the right panel, move to step 5.
b). Creating your own workflow from scratch
i). On clicking the “create new workflow” button, you will see a page on which you can first enter a name and then start typing a message.
ii). Enter the name on the top middle section as shown in the image below
iii). Once the name is added, you can create your own workflow from the right panel. To know more about the right panel, go to step 5.
Step 5 – The right panel
The right panel is where you can enter all the inputs. It is divided into 3 parts.
1) Composer area
The composer area has first an option to select from some suggested questions. These questions are created to ensure that creating a workflow is easy for the user.
If none of the questions suits your needs, you can go ahead and create one by choosing to “create a custom response” option. Here you can go ahead and add any text as per your requirement. We can also add variables in the composer area.
a). You can add any text. If you want to add any variable to it, just click on “add variable”. Very similar to how we have in campaigns and FAQs, you can add value and fallback value below under the variables section.
b). You can add more than 1 variable. Please make sure you select a variable for value as well as a fallback value.
2) Adding buttons, lists, etc.
The second part of the right panel is the button/list. One can select if they want to add a button to the response or a list.
a). To add buttons, select the button from the drop-down and then keep on adding buttons. You can add a maximum of 3 buttons. Each button on the list has 20 characters.
b). One can have a maximum of 10 items on the list. Once you click on the list, a pop-up will open and one can go ahead and select from the list.
That’s not it, you can create up to 7 responses per workflow and an unlimited number of workflows.
3) User traits and saving of the workflow option
You can export the workflow by opening that workflow and then clicking on “export this workflow”. Here you have to select the time period and click on Done below that pop-up. A CSV file will be sent to your email.
Q.1. Will my custom auto-reply work if any button is selected within the workflow?
Ans: If the workflow is triggered, the custom auto reply set for the same intent will not be sent.
Q.2. Can I ask for documents or images from my customer?
Ans: Yes, you can. But if your customers send more than 1 response, then the workflow will break.
Q.3. What if agent messages in between?
Ans: In this case, the workflow will break.