A Responsive Flow is a flow that can be triggered by a customer inputting a specific conversational trigger. For example, a customer asking, "Can I talk to support?" can trigger the Contact Support flow and give out a scripted answer and options for the customer.
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. Check out our AI training section in the Help Center.
- 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.
Where do I find Responsive flows in the console?
When you log into your console, hover over the left menu > Expert Zone > Responsive flows
There are default flows that are already built into Rep, like "Browse store" and "Contact support." These flows are live and ready to use as soon as you set up Rep on your website. You can customize them further to suit your business needs.
Additionally, Rep supports flows that can be used in when integrating with one of our Marketing integrations. For example, the "Subscribe and get a discount" flow can be activated when you have marketing integrations like Klaviyo or Postscript connected. This allows you to automatically capture customer emails and send them discount codes, making it easier to grow your email list and boost sales.
How do I create a Responsive Flow?
When you are in the Responsive Flows section under the Expert Zone in the console, you can create a new Responsive flow
- Click on Create New.
- Hit Answer a general question, Subscribe and get a discount, Abandoned cart.
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 collect subscribers and offer them a discount, you can choose the Subscribe and get a discount flow and adjust it how you see fit to your store.
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.
You have two options of questions. Built-in and Custom , Built-in are questions where you can choose from a range of questions and Custom you can create your own scenario.
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".
💡 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.