{"id":1580,"date":"2022-03-12T04:39:49","date_gmt":"2022-03-12T04:39:49","guid":{"rendered":"https:\/\/multisite.korebots.com\/multisite-2\/?p=1580"},"modified":"2022-03-12T04:39:49","modified_gmt":"2022-03-12T04:39:49","slug":"default-flows","status":"publish","type":"post","link":"https:\/\/multisite.korebots.com\/multisite-2\/default-flows\/","title":{"rendered":"Default Automation Flows"},"content":{"rendered":"

Default Flows<\/strong> is an automation feature that defines the default agent behavior during customer interactions. It helps set up in-built default experiences for standard events like Welcome Messages, Agent Transfers, and Non-responsive customers and for custom experiences and messages based on your business needs.<\/p>\n

SmartAssist\u2019s default flows can be configured for phone and chat experiences. Additionally, each default scenario has its own set of properties.<\/p>\n

<\/span>Phone Experiences<\/span><\/h2>\n

This feature helps configure default flows for common events and custom agent interactions over calls.<\/p>\n

<\/span>Welcome Message<\/span><\/h3>\n

This message is what the caller hears when they first connect on a SmartAssist application for support.<\/p>\n

To configure the welcome message, follow these steps:<\/p>\n

1. On the left pane, click Default Flows<\/strong> under the AUTOMATION<\/strong> section.<\/p>\n

\"\"<\/p>\n

2. Under Defaults > Phone Experiences, <\/strong>click the Welcome Message<\/strong> tile.<\/p>\n

\"\"<\/p>\n

3. In the Phone Welcome Message <\/strong>window, click the edit icon of the welcome message\u00a0<\/strong>textbox.<\/p>\n

\"\"<\/p>\n

4. Type your welcome message, and click Save<\/strong>.<\/p>\n

\"\"<\/p>\n

5. A success confirmation message appears when the welcome message is updated.<\/p>\n

\"\"<\/p>\n

<\/span>No Response in Phone<\/span><\/h3>\n

Configuring this option defines how to handle a no response from the user within a given time interval and the final exit. This flow will apply only when the virtual assistant is not assigned any use case and is expecting a user utterance.<\/p>\n

To configure the no response message, follow these steps:<\/p>\n

1. On the left pane, click Default Flows<\/strong> under the AUTOMATION<\/strong> section.<\/p>\n

\"\"<\/p>\n

2. Under Defaults > Phone Experiences, <\/strong>click the No Response<\/strong> tile.<\/p>\n

\"\"<\/p>\n

3. In the No Response In Phone <\/strong>window, click the edit icon of the No Response\u00a0<\/strong>textbox.<\/p>\n

\"\"<\/p>\n

4. Do the following configurations, and click Save<\/strong>.<\/p>\n

    \n
  • Set the Repeat <\/strong>counter to define how many times the message should repeat.<\/li>\n
  • Set the After<\/strong> value (in seconds) to define the no response message interval.<\/li>\n
  • Type your no response message in the textbox.<\/li>\n
  • Select either End Call<\/strong> or Transfer to Agent<\/strong> from the list for the After that<\/strong> flow based on your requirement.
    \n\"\"
    \n\"\"<\/li>\n<\/ul>\n

    5. The success confirmation message shown below appears after the update.<\/p>\n

    \"\"<\/p>\n

    <\/span>Unknown Use case<\/span><\/h3>\n

    This feature helps configure the message to be played to the caller if a use case utterance cannot be detected.<\/p>\n

    To configure the Unknown Use case<\/strong> message, follow these steps:<\/p>\n

    1. On the left pane, click Default Flows<\/strong> under the AUTOMATION<\/strong> section.<\/p>\n

    \"\"<\/p>\n

    2. Under Defaults > Phone Experiences, <\/strong>click the Unknown Use Case<\/strong> tile.<\/p>\n

    \"\"<\/p>\n

    3. In the Unknown Use Case in Phone <\/strong>window, to configure the Unknown Intent 1st<\/sup> time<\/strong> message for the caller when their utterance does not match, follow these steps:<\/p>\n

      \n
    • Click the edit<\/strong> icon of the Unknown Intent 1st<\/sup> time<\/strong> textbox.<\/li>\n<\/ul>\n

      \u00a0

      Note:<\/strong> This message is enabled by default.<\/p>\n<\/div><\/div>

      <\/em><\/p>\n

      \"\"<\/p>\n

        \n
      • Type the message and click Save<\/strong>.
        \n\"\"<\/li>\n
      • A success confirmation message appears when the message is updated.
        \n\"\"<\/li>\n<\/ul>\n

        4. In the Unknown Use Case in Phone <\/strong>window, configure the Unknown Intent 2nd<\/sup> time<\/strong> message for the caller with the following steps:<\/p>\n

          \n
        • Click the edit<\/strong> icon of the Unknown Intent 2nd<\/sup> time<\/strong> textbox.
          \n\"\"<\/li>\n
        • Enable this message to play it to the caller.
          \n\"\"<\/li>\n
        • Type the message and click Save<\/b>.
          \n\"\"<\/li>\n
        • A success confirmation message appears when the message is updated.
          \n\"\"<\/li>\n<\/ul>\n

          5. In the Unknown Use Case<\/b> in the Phone<\/b> window, configure the Final Response<\/b> message played to the caller with the following steps:<\/p>\n

            \n
          • \n
              \n
            • Click the edit<\/strong> icon of the Final Response <\/strong>textbox.
              \n\"\"<\/li>\n
            • Type the message in the textbox.
              \n\"\"<\/li>\n
            • Select one of the following options for After that\u2026<\/strong> from the dropdown list:\n
                \n
              • End Call:<\/strong> To end the call automatically after the final response to the caller.<\/li>\n
              • Transfer to Agent:<\/strong> To transfer the call to a human agent after the final response to the caller.
                \n\"\"<\/li>\n
              • If you select End Call<\/strong>, save the settings.<\/li>\n
              • If you select Transfer to Agent<\/strong>, the following options can be configured:
                \n\"\"<\/li>\n<\/ul>\n
                  \n
                • Enable Optional Chat Deflection to switch to a chat interaction.
                  \n\"\"<\/b><\/b><\/li>\n
                • Select either Chat Automation<\/b> to deflect to an automation chatbot or Live Chat Agent<\/b> to deflect to a live chat agent.
                  \n\"\"<\/li>\n<\/ul>\n<\/li>\n
                • Click Save<\/b>.<\/li>\n
                • The following success confirmation message and final response flow appear if the message is updated for End Call<\/strong> flow.
                  \n\"\"<\/li>\n
                • Once the Transfer to Agent<\/strong> flow completes, the final response flow is updated and a success confirmation message is displayed.
                  \n\"\"<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n

                  3. After making the changes, click Save<\/strong>.<\/p>\n

                  \"\"<\/p>\n

                  4. A success confirmation message is displayed when the message is updated.<\/p>\n

                  \"\"<\/p>\n<\/div><\/div>

                  <\/div>
                  <\/div><\/div>\n

                  <\/span>Automation Completed<\/span><\/h3>\n

                  Once an automated call with a user is completed for the given use case, the messages for the next steps or to close the conversation can be configured using Automation Completed<\/strong>.<\/p>\n

                  It includes the What Next<\/strong> message that encourages the caller to continue with additional follow up use cases, and the Goodbye<\/strong> message which is played before ending the call.<\/p>\n

                  These messages can be played sequentially, and multiple messages can be added to each category.<\/p>\n

                  To access these two messaging options, follow these steps:<\/p>\n

                  1. On the left pane, click Default Flows <\/strong>under the AUTOMATION <\/strong>section.\u00a0<\/strong><\/p>\n

                  \"\"<\/p>\n

                  2. Click the Automation Completed <\/strong>tile under Defaults > Phone Experiences<\/strong>.<\/p>\n

                  \"\"<\/p>\n

                  Then, follow these steps:<\/p>\n

                  1. In the Automation Completed <\/strong>window, click the edit<\/strong> icon of the respective message textboxes.<\/p>\n

                  \"\"<\/p>\n

                  \"\"<\/p>\n

                  2. To make the required configuration(s), follow these steps:<\/p>\n

                    \n
                  • Set a custom message by modifying the default text and clicking Save<\/strong>.
                    \n\"\"<\/li>\n
                  • Click the + Add Another <\/strong>button to add a new message in the additional textbox.
                    \n\"\"<\/li>\n
                  • Click the delete<\/strong> icon to delete a message.
                    \n\"\"<\/li>\n<\/ul>\n

                    3. After making the changes, click Save<\/strong>.<\/p>\n

                    \"\"<\/p>\n

                    4. A success confirmation message is displayed when the message is updated.<\/p>\n

                    \"\"<\/p>\n

                    <\/span>Voice Agent Transfer<\/span><\/h3>\n

                    This feature lets you define the experience for a customer put on hold before transferring to a voice agent.<\/p>\n

                    To configure voice transfer agent<\/strong>, follow these steps:<\/p>\n

                    1. On the left pane, click Default Flows <\/strong>under the AUTOMATION <\/strong>section.\u00a0<\/strong><\/p>\n

                    \"\"<\/p>\n

                    2. Click the Voice Agent <\/strong>tile under Defaults > Phone Experiences<\/strong>.<\/p>\n

                    \"\"<\/p>\n

                    3. In the Voice Agent Transfer <\/strong>window, click the edit icon of the Pre-Agent Transfer Message\u00a0<\/strong>tile.<\/p>\n

                    \"\"<\/p>\n

                    4. In the Pre-Agent Transfer Message<\/strong> textbox, the default message is displayed.<\/p>\n

                      \n
                    • To set a custom message, modify the text, and click Save<\/strong>.
                      \n\"\"<\/li>\n<\/ul>\n

                      5. A success confirmation message is displayed when the message is updated.<\/p>\n

                      \"\"<\/p>\n

                      <\/span>Deflect to Chat<\/span><\/h3>\n

                      This feature helps define the experience when the customer is deflected to a chat conversation with an agent from a phone call.<\/p>\n

                      To configure Deflect to chat<\/strong>, follow these steps:<\/p>\n

                      1. On the left pane, click Default Flows <\/strong>under the AUTOMATION <\/strong>section.\u00a0<\/strong><\/p>\n

                      \"\"<\/p>\n

                      2. Click the Deflect to Chat <\/strong> tile under Defaults > Phone Experiences<\/strong>.<\/p>\n

                      \"\"<\/p>\n

                      3. In the Deflect to Chat <\/strong>window, click the edit icon<\/strong> of the Pre-Deflection Message\u00a0<\/strong>textbox.<\/p>\n

                      \"\"<\/p>\n

                      4. In the Pre-Deflection Message <\/strong>textbox, the default message is displayed.<\/p>\n

                        \n
                      • \n
                          \n
                        • To set a custom message, modify the text and click Save<\/strong>.
                          \n\"\"<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n

                          5. A success confirmation message is displayed when the message is updated.<\/p>\n

                          \"\"<\/p>\n

                          <\/span>Chat Experiences<\/span><\/h2>\n

                          This feature helps configure default flows for common events and custom agent interactions over chat conversations.<\/p>\n

                          <\/span>Welcome Message<\/span><\/h3>\n

                          This message is what the contact sees when they first connect on a SmartAssist application for support.<\/p>\n

                          To configure the welcome message, follow these steps:<\/p>\n

                          1. On the left pane, click Default Flows <\/strong>under the AUTOMATION <\/strong>section.\u00a0<\/strong><\/p>\n

                          \"\"<\/p>\n

                          2. Click the Welcome Message <\/strong> tile under Defaults > Chat Experiences<\/strong>.<\/p>\n

                          \"\"<\/p>\n

                          3. In the Welcome Message in Chat App <\/strong>window, click the edit icon of the App<\/strong> Welcome Message<\/strong> textbox.<\/p>\n

                          \"\"<\/p>\n

                          4. Type your welcome message, and click Save<\/strong>.<\/p>\n

                          \"\"<\/p>\n

                          5. A success confirmation message appears when the welcome message is updated.<\/p>\n

                          \"\"<\/p>\n

                          <\/span>Unknown Use Case<\/span><\/h3>\n

                          This option helps configure the message to be displayed if a use case utterance from the customer cannot be found.<\/p>\n

                          To configure the Unknown Use case<\/strong> message, follow these steps:<\/p>\n

                          1. On the left pane, click Default Flows <\/strong>under the AUTOMATION <\/strong>section.\u00a0<\/strong><\/p>\n

                          \"\"<\/p>\n

                          2. Click the Unknown Use Case <\/strong> tile under Defaults > Chat Experiences<\/strong>.<\/p>\n

                          \"\"<\/p>\n

                          3. In the Unknown Use Case in Chat <\/strong>window, to configure the Unknown Intent 1st<\/sup> time<\/strong> message for the contact when their utterance does not match, follow these steps:<\/p>\n

                            \n
                          • Click the edit icon of the Unknown Intent 1st<\/sup> time\u00a0<\/strong>textbox.
                            \n\"\"<\/li>\n<\/ul>\n

                            \u00a0

                            Note:<\/strong> This message is enabled by default.<\/p>\n<\/div><\/div>

                            <\/div><\/div><\/em><\/p>\n
                              \n
                            • Type the message and click Save<\/strong>.
                              \n\"\"<\/li>\n
                            • A success confirmation message appears when the message is updated.
                              \n\"\"<\/li>\n<\/ul>\n

                              4. In the Unknown Use Case in Chat <\/strong>window, configure the Unknown Intent 2nd<\/sup> time<\/strong> message for the contact with the following steps:<\/p>\n

                                \n
                              • Click the edit icon of the Unknown Intent 2nd<\/sup> time\u00a0<\/strong>textbox.
                                \n\"\"<\/li>\n
                              • Enable this message option if you want to display it to the customer.
                                \n\"\"<\/li>\n
                              • Type the message and click Save<\/b>.
                                \n\"\"<\/li>\n
                              • A success confirmation message appears when the message is updated.
                                \n\"\"<\/li>\n<\/ul>\n

                                5. In the Unknown Use Case in Chat <\/strong>window, configure the Final Response<\/strong> message displayed to the caller with the following steps:<\/p>\n

                                  \n
                                • Click the edit<\/strong> icon of the Final Response\u00a0<\/strong>textbox.
                                  \n\"\"<\/li>\n
                                • Type the message in the textbox.
                                  \n\"\"<\/li>\n
                                • Select one of the following options for After that\u2026 from the dropdown list:\n
                                    \n
                                  • End Call<\/b>: To end the conversation automatically after the final response to the contact.<\/li>\n
                                  • Transfer to Agent<\/b>: To transfer the chat to a human agent after the final response to the contact.
                                    \n\"\"<\/li>\n<\/ul>\n<\/li>\n
                                  • Select End Call<\/b> or Transfer to Agent<\/b>, and click Save<\/b>.
                                    \n\"\"<\/li>\n
                                  • The following success confirmation message and final response flow will appear based on your selection.
                                    \nFinal Flow for call end<\/b>
                                    \n\"\"
                                    \nFinal Flow for Transfer to Agent<\/b>
                                    \n\"\"<\/li>\n<\/ul>\n

                                    <\/span>Chat Agent Transfer<\/span><\/h3>\n

                                    This feature lets you define the experience for a customer put on hold before transferring to a chat agent.<\/p>\n

                                    To configure chat transfer agent, follow these steps:<\/p>\n

                                    1. On the left pane, click Default Flows <\/strong>under the AUTOMATION <\/strong>section.\u00a0<\/strong><\/p>\n

                                    \"\"<\/p>\n

                                    2. Click the Chat Agent Transfer <\/strong> tile under Defaults > Chat Experiences<\/strong>.<\/p>\n

                                    \"\"<\/p>\n

                                    3. In the Chat Agent Transfer <\/strong>window, click the edit icon<\/strong> of the Pre-Agent Transfer Message\u00a0<\/strong>textbox.<\/p>\n

                                    \"\"<\/p>\n

                                    4. In the Pre-Agent Transfer Message<\/strong> textbox, the default message is displayed.<\/p>\n

                                      \n
                                    • To set a custom message, modify the text and click Save<\/strong>.
                                      \n\"\"<\/li>\n<\/ul>\n

                                      5. A success confirmation message is displayed when the message is updated.<\/p>\n

                                      \"\"<\/p>\n","protected":false},"excerpt":{"rendered":"

                                      Default Flows is an automation feature that defines the default agent behavior during customer interactions. It helps set up in-built default experiences for standard events like Welcome Messages, Agent Transfers, and Non-responsive customers and for custom experiences and messages based on your business needs. SmartAssist\u2019s default flows can be configured for phone and chat experiences….<\/p>\n","protected":false},"author":23,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[31,55],"tags":[],"jetpack_featured_media_url":"","_links":{"self":[{"href":"https:\/\/multisite.korebots.com\/multisite-2\/wp-json\/wp\/v2\/posts\/1580"}],"collection":[{"href":"https:\/\/multisite.korebots.com\/multisite-2\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/multisite.korebots.com\/multisite-2\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/multisite.korebots.com\/multisite-2\/wp-json\/wp\/v2\/users\/23"}],"replies":[{"embeddable":true,"href":"https:\/\/multisite.korebots.com\/multisite-2\/wp-json\/wp\/v2\/comments?post=1580"}],"version-history":[{"count":0,"href":"https:\/\/multisite.korebots.com\/multisite-2\/wp-json\/wp\/v2\/posts\/1580\/revisions"}],"wp:attachment":[{"href":"https:\/\/multisite.korebots.com\/multisite-2\/wp-json\/wp\/v2\/media?parent=1580"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/multisite.korebots.com\/multisite-2\/wp-json\/wp\/v2\/categories?post=1580"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/multisite.korebots.com\/multisite-2\/wp-json\/wp\/v2\/tags?post=1580"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}