Flows - TeamViewer Support
<main> <article class="userContent"> <p>Navigation path: <code class="code codeInline" spellcheck="false" tabindex="0">Automation > Flows</code></p><h2 data-id="summary">Summary</h2><h3 data-id="purpose">Purpose</h3><p>With <em>Flows</em> you can pre-model conversations, that can be used in different ways. <em>Flows</em> are Chatbots. For the purpose of automation, <em>Flows</em> can automate standard questions and requests, or be used by agents to easier handle repetitive tasks. From a marketing aspect, <em>Flows</em> can be used to approach website visitors that meet a pre-set criteria at scale.</p><h3 data-id="functionalities-need-to-know">Functionalities / need to know</h3><p>Generally <em>Flows</em>:</p><ul><li>can be created for WebChat or Facebook Messenger</li><li>can be triggered through button elements of WebChat UI</li><li>can be triggered by Rules</li><li>can be triggered in the Live Chat window</li></ul><h2 data-id="feature-descriptions">Feature descriptions</h2><h3 data-id="your-first-flow">Your first <strong><em>Flow</em></strong></h3><ol><li>To create your first <em>Flow</em>, click <code class="code codeInline" spellcheck="false" tabindex="0">+ New Flows</code></li><li>Choose the platform the <em>Flow</em> shall be for</li><li>(currently WebChat and Facebook Messenger/Facebook Inbox are supported)</li><li>Name your <em>Flow</em> and click <code class="code codeInline" spellcheck="false" tabindex="0">Save & Edit</code></li></ol><h3 data-id="within-the-flow-builder">Within the flow builder</h3><div class="embedExternal embedImage display-large float-none"> <div class="embedExternal-content"> <a class="embedImage-link" href="https://docs.chatvisor.com/img/newdocsimg/css-configuration_flows_builder.png" rel="nofollow noreferrer noopener ugc" target="_blank"> <img class="embedImage-img" src="https://docs.chatvisor.com/img/newdocsimg/css-configuration_flows_builder.png" alt="alt-text" height="180" width="320" loading="lazy" data-display-size="large" data-float="none"></img></a> </div> </div> <p><br></p><p>The flow builder has two views:</p><ul><li>Graph Network View (default)</li><li>Classic Editing View</li></ul><p>Due to the benefit of visualization, we recommend using the Graph Network View for bigger <em>Flows</em>. Overall, the Classic Editing View does only remove the visualization of the <em>Flow</em> - other than that, there are no differences.</p><h3 data-id="architecture-of-a-flow">Architecture of a <strong><em>Flow</em></strong></h3><p>One <em>Flow</em> consists of "one to many" Message Element(s).</p><p>One Message Element consists of "one to many" Message Item(s).</p><h3 data-id="message-items">Message Items</h3><p>We designed the flow builder after a modular principle including following Message Items:</p><div class="embedExternal embedImage display-large float-none"> <div class="embedExternal-content"> <a class="embedImage-link" href="https://docs.chatvisor.com/img/newdocsimg/css-configuration_flows_message-items.png" rel="nofollow noreferrer noopener ugc" target="_blank"> <img class="embedImage-img" src="https://docs.chatvisor.com/img/newdocsimg/css-configuration_flows_message-items.png" alt="alt-text" height="180" width="320" loading="lazy" data-display-size="large" data-float="none"></img></a> </div> </div> <p><br></p><p><strong>💡Hint</strong>: Click the <code class="code codeInline" spellcheck="false" tabindex="0">Flow Start</code> Message Element to see the Message Items.</p><ul><li>Button</li><li>Quick Reply</li><li>Text</li><li>Articles</li><li>Image</li><li>Video</li><li>Audio</li><li>File</li><li>Card</li><li>User Input</li><li>Routing</li><li>Condition</li><li>Typing</li><li>Delay</li><li>Flow</li><li>Additional Action</li></ul><h4 data-id="text">Text</h4><p>This item allows you to insert a text message (including Emojis). The text item can contain 640 characters at max (like messages in Facebook Messenger).</p><h4 data-id="button">Button</h4><div class="embedExternal embedImage display-large float-none"> <div class="embedExternal-content"> <a class="embedImage-link" href="https://docs.chatvisor.com/img/newdocsimg/css-configuration_flows_buttons.png" rel="nofollow noreferrer noopener ugc" target="_blank"> <img class="embedImage-img" src="https://docs.chatvisor.com/img/newdocsimg/css-configuration_flows_buttons.png" alt="alt-text" height="180" width="320" loading="lazy" data-display-size="large" data-float="none"></img></a> </div> </div> <p><br></p><p>The items Text and Card can be extended with up to three buttons, which trigger further actions. The actions are:</p><ul><li>Send Message<ul><li>Triggers another Message Element.</li><li>You can create a new Message Element by clicking <code class="code codeInline" spellcheck="false" tabindex="0">+ Add new Message Element</code>.</li><li>Add Additional Actions by clicking <code class="code codeInline" spellcheck="false" tabindex="0">+ Additional Action</code></li></ul></li><li>Open Website - redirects to URL (will be tracked to measure performance)</li><li>Call Number - opens dial field on phone</li><li>Send Flow - triggers other <em>Flow</em></li><li>Start Co-Browsing - triggers a Co-Browsing request and an Agent will be notified</li><li>Call Agent - calls an Agent</li></ul><p>To "Send message" you can add Additional Actions.</p><p>A button label can be max 20 characters.</p><h4 data-id="articles">Articles</h4><p><a href="https://docs.chatvisor.com/docs/config27_css_article-management" rel="nofollow noreferrer ugc">Articles</a> as pre-made widgets can be added as a slideshow. Articles consist of picture, title, short description, and URL.</p><h4 data-id="image">Image</h4><p>Upload an image (JPG, PNG, GIF).</p><h4 data-id="video">Video</h4><p>Upload a video (MP4).</p><h4 data-id="audio">Audio</h4><p>Upload an audio file (MP3).</p><h4 data-id="file">File</h4><p>Upload a file (PDF, etc).</p><h4 data-id="card">Card</h4><p>With Cards you can build individual widgets. A card can consist of image, title, description and up to three Buttons. There can be 10 cards sent as one swipeable slideshow.</p><p>📌<strong>Note</strong>: A card always has to have image or description, or both.</p><div class="embedExternal embedImage display-large float-none"> <div class="embedExternal-content"> <a class="embedImage-link" href="https://docs.chatvisor.com/img/card-builder.png" rel="nofollow noreferrer noopener ugc" target="_blank"> <img class="embedImage-img" src="https://docs.chatvisor.com/img/card-builder.png" alt="alt-text" height="180" width="320" loading="lazy" data-display-size="large" data-float="none"></img></a> </div> </div> <p><br></p><h4 data-id="user-input">User Input</h4><p>With User Inputs you send a message and save the user's response to a variable. The gathered User Inputs are displayed in the user details section of the <a href="https://community.teamviewer.com/English/kb/articles/108720-live-chat-01-overview" rel="nofollow noreferrer ugc">Live Chat</a>.</p><p><strong>💡Hint</strong>: When using the Data Type "Name", User Inputs will update the customer name from "Visitor" to the given input.</p><h5 data-id="data-types">Data Types</h5><p>Standard data types are:</p><ul><li>Text</li><li>Email</li><li>Name</li><li>Location</li><li>Phone</li><li>Options (single choice)</li></ul><p>Validation of Data Types "Email" and "Phone":</p><div class="embedExternal embedImage display-large float-none"> <div class="embedExternal-content"> <a class="embedImage-link" href="https://docs.chatvisor.com/img/user-input-fields.png" rel="nofollow noreferrer noopener ugc" target="_blank"> <img class="embedImage-img" src="https://docs.chatvisor.com/img/user-input-fields.png" alt="alt-text" height="180" width="320" loading="lazy" data-display-size="large" data-float="none"></img></a> </div> </div> <p><br></p><p>The data types "Email" and "Phone" can be validated. By activating "Validate user input", TeamViewer Engage processes a simple validation. In case validation fails, a retry message will be sent where the user can confirm correctness.</p><p><strong>📌Note</strong>: The retry message will only be sent once. If the user provides confirms the incorrect data, they will proceed in the <em>Flow</em>.</p><h5 data-id="referencing-to-user-input-in-flow">Referencing to User Input in <strong><em>Flow</em></strong></h5><p>After the user provided an input, the input can be used in the flow. Use <code class="code codeInline" spellcheck="false" tabindex="0">{fieldname}</code> to insert a user input into a message. Replace "fieldname" with the name you entered to "Store reply to field" when creating the user input.</p><h4 data-id="routing">Routing</h4><p>Through using the <em>Routing</em> element you can shift the conversation from bot to human. You can auto-assign the conversation either by selecting responsible agents manually or by making use of <a href="https://community.teamviewer.com/English/kb/articles/108746-chat-ops-02-routing-rules" rel="nofollow noreferrer ugc">Routing Rules</a> (recommended).</p><h4 data-id="condition">Condition</h4><p>Conditions are always used in combination with User Inputs. Most commonly, Conditions are used to check whether a User Input matches certain criteria or not. In case of success, another Message Element can then be triggered. One Condition item can include a number of conditions that trigger on success, and a fallback if there's no matching condition.</p><h4 data-id="typing">Typing</h4><p>Typing shows a typing bubble within the chat for a set amount of time, and delays before the next message is sent/item is executed. The purpose of this item is solely to give an automated flow a more human touch.</p><h4 data-id="delay">Delay</h4><p>"Delay" delays for a set amount of time before the next message is sent/item is executed.</p><h4 data-id="flow">Flow</h4><p>Within a <em>Flow</em>, you can send another Flow.</p><p>💡<strong>Hint</strong>: Use this to remove "flow redundancy". Through this feature you are able to create partials for <em>Flows</em> that do a repetitive job and which you can re-use.</p><p>⚠<strong>Attention</strong>: Be aware that the Flow you reference to, shall have a clear end point. When that Flow leads somewhere through Buttons, Quick Replies, referenced Flows, the original Flow might never be completed.</p><p>Example:</p><ul><li>Flow 1 triggers Flow 2</li><li>Flow 2 runs until its end</li><li>Flow 1 resumes</li></ul><div class="embedExternal embedImage display-large float-none"> <div class="embedExternal-content"> <a class="embedImage-link" href="https://docs.chatvisor.com/img/newdocsimg/css-configuration_flows_reference-flow.png" rel="nofollow noreferrer noopener ugc" target="_blank"> <img class="embedImage-img" src="https://docs.chatvisor.com/img/newdocsimg/css-configuration_flows_reference-flow.png" alt="alt-text" height="180" width="320" loading="lazy" data-display-size="large" data-float="none"></img></a> </div> </div> <p><br></p><h4 data-id="quick-reply">Quick Reply</h4><p>Quick replies are buttons containing a title displayed prominently above the composer. There can be up to 10 quick reply buttons in a row, when one quick reply is tapped, all buttons are dismissed - the title text of the tapped button will be posted as message in the conversation. Moreover quick replies can trigger a new Message Element or Flow.</p><p><strong>📌Note</strong>: Text in quick reply can't be longer than 20 characters.</p><h4 data-id="additional-action">Additional Action</h4><p>Additional Actions are a way to add information to a customer or notify an agent. Additional Actions are available when using Buttons or Quick Replies (or Auto Responders). The different Additional Actions are:</p><ol><li>Add Label</li><li>Remove Label</li><li>Add Custom Field - adds a new User Input field with a defined value.</li><li>Notify Support - conversation is put into inbox as "Unresolved" and agents get a notification.</li></ol><p><br></p><h3></h3><h2 data-id="continue-reading-here">Continue reading here</h2><ul><li><a href="https://community.teamviewer.com/English/kb/articles/108750-chat-ops-06-text-blocks" rel="nofollow noreferrer ugc">Chat Ops - 06 Text Blocks</a></li></ul><p><br></p> </article> </main>
