What is a Responsive Flow?
Rep is fully integrated with ChatGPT. This means that your AI Concierge can tackle every product-specific or brand-related question perfectly as long as the info is on your website.
But that's not all!
- You can feed Rep with additional knowledge that is not on your website.
- When Rep answers questions based on the information you have on your site -
A) It may use slightly different wording whenever the answer is provided - just like a human would. You might want to have full control of the specific wording your AI Concierge will use when addressing some questions.
B) The questions will follow the answers "Was this helpful?" or "Is there anything else I can help you with?". Sometimes, you can continue your customers' journey in another way, for example, by starting a Product Finder (Quiz) after answering some questions.
To do these, you can create Responsive Flows that include scripted answers to questions.
Responsive Flows are triggered by conversational triggers - phrases a customer might use. For example, customers may ask, "What are the shipping times?" Rep will answer them. In this scenario, "What are the shipping times?" would trigger a Responsive Flow that will provide the answer.
How do I create a Responsive Flow?
- Go to Advanced section in the left menu and click Responsive Flows.
- Click on Create New.
- Hit Answer a general question or Start from scratch.
The fastest way to configure a Responsive Flow is using the Answer a general question option. This will allow you to pick a trigger and add the answer quickly, and then the flow will be created immediately.
However, if you'd like to further develop your answer by, for example, starting a Product Finder after providing the answer, it would be right to use the Start from Scratch button.
Answer a general question - the fastest way to create your Responsive Flow
Step 1: formulate your question
You can start by choosing a trigger - the question you'd like to answer.
Do that by clicking on the arrow on the right and selecting how a pre-populated format from the drop-down, then completing the question.
Step 2: Add the answer
Write your answer to the question in the content block. Keep it conversational, and use multiple blocks if the answer is long.
Step 3: Save or Continue to customize
Click on the "Quick save" button to finish the configuration. If you'd like to open the Flow in the Flow builder and continue designing it, hit "Continue to customize".
Start from scratch - design the whole flow by yourself
Step 1: formulate your question
You can start by choosing a trigger - the question you want to answer.
Do that by clicking on the arrow on the right , selecting pre-populated format from the drop-down, and completing the question.
Click “Save” and enter the flow builder.
Step 2: Add the answer
Formulate the answer by adding a component. Each component has its purpose.
Responsive Flows usually start with the Message component, where you can write the whole answer.
💡 Rep Expert tip: End the flow with a Product Finder (Quiz) or a Choice Component to guide the customer further down the funnel.
You can learn about the different components and how to use them HERE.