In addition to the Conversations overview article, here we'll provide more details on how to edit or create conversation bots in your workspace.
You'll also find more useful information in the Conversation templates article.
Creating a conversation
Once you have installed the Conversations module, go to the Live category in the workspace main menu and click on Conversations to open the module.
The first screen you will see is the list of existing conversation templates:
Here you can create a conversation from scratch using the New conversation button.
However, instead of creating a conversation from scratch, we recommend that you select an existing template that corresponds to the type of conversation you'd wish to create, and then edit it to save time.
Editing a conversation template
In the conversations list, click on the template that best matches the conversation you'd like to create, in order to edit it. Here we'll select the Session feedback template.
The below window opens for the template, where you can edit the conversation's name and icon:
To access and edit the actual conversation content, click on the pencil icon to the right, in the Template section. This will open the below page, where you can see the questions, answers and rules applied to this conversation:
Below is an overview of the three panels (left, center, and right) that make up the conversation page:
In the left panel, there is a list of available components that can be used to build your conversation. These can be dragged and dropped into the central panel. More information is available in the Using conversation components section.
In the central pane, in this template conversation you can see the entire conversation tree that is created. Each item here is a component dragged over from the left panel, and is a chat message that the conversation bot will send to the app user.
When you click on any of the components added to the central panel, its configuration options are displayed in the panel to the right.
Using conversation components
The following components are available for use when editing a conversation template or creating a new one. Components added to the conversation tree will all appear as individual chat messages in the conversation, and can contain different types of content:
Insert an image into the chat conversation.
Ask a question to the app user with multiple responses for them to choose from, and build your conversation logic.
This is a simple standalone message containing text.
Add a message that is linked to in-app content. When app users tap this message it will take them to the linked content.
Use this component to restart the conversation based on an app user's response. For example, as part of the conversation logic configured in a multi choice question, you can determine that if the app user answers "XXXXX" to a question, they will jump to a Restart component, which effectively restarts the conversation.
Ask the app user to rate something using a start system.
You cannot associate conversation logic to the app user's response using this component.
Use this to ask the app user a question with an open text response. The app user can simply type in their response. You cannot associate conversation logic to the app user's response using this component.
This component is used to end the conversation. You would typically add a "thank you and goodbye" message to this, and the conversation with the app user would end after the message is received.
To export your conversation results, you can access them in your workspace through the Forms > Results.
Here you can select your conversation to preview the results to each question in the form of a chart, like in the example below:
You can download or print any of the charts, or export the results as a spreadsheet in order to share them, by clicking on the ≡ button in the to right of the charts.
- Temporary: When editing a template, currently you'll be overwriting the existing content in the conversation template.
- Temporary: To target app users, you can link a bot to a session feedback form, a page, a quick link or a notification. There is currently no targeting as such on the bot.
- Temporary: Configuring when a conversation bot should reach out to an app user is currently done via the forms module.