If you'd like to modify the required inputs for a customer who needs to contact support or be handed off to a human agent, you can follow the steps below. This process works for any human hand-off component you have in any flow, making it easy to adjust what information is required.
Steps to Modify Required Inputs for a Human Hand-Off Component:
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Navigate to Responsive Flows:
- From within the Rep console, go to the sidebar and select Expert Zone >> Responsive Flows.
- From within the Rep console, go to the sidebar and select Expert Zone >> Responsive Flows.
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Select the Flow to Modify:
- Find the Contact support flow or any other flow where the human hand-off component is used. Choose the flow where you'd like to modify the required inputs.
- Find the Contact support flow or any other flow where the human hand-off component is used. Choose the flow where you'd like to modify the required inputs.
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Select the Human Hand-Off Component:
- Within the selected flow, click on the human hand-off component you want to modify.
- Within the selected flow, click on the human hand-off component you want to modify.
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Modify the Fields:
- A sidebar will appear, allowing you to adjust the settings for the component. Under the Fields section, you can modify what information you want your customers to provide when generating a ticket. The available options for fields include Email, Phone, Name, Order Number, and Photo.
- A sidebar will appear, allowing you to adjust the settings for the component. Under the Fields section, you can modify what information you want your customers to provide when generating a ticket. The available options for fields include Email, Phone, Name, Order Number, and Photo.
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Set the Field Requirement:
- For each field, select whether it is Required, Optional, or Off. To do this, click on the field you want to modify. A dropdown menu will appear, allowing you to choose your desired setting. If you select Optional, the customer will see a chip saying Skip, allowing them to bypass that field.
- For each field, select whether it is Required, Optional, or Off. To do this, click on the field you want to modify. A dropdown menu will appear, allowing you to choose your desired setting. If you select Optional, the customer will see a chip saying Skip, allowing them to bypass that field.
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Publish Your Changes:
- Once you’ve made your selections, ensure you publish the changes to see them take effect in your chatbot. You can do this by clicking View Changes in the small popup at the bottom of the page. Then click Publish in the changes modal that appears to finalize the updates.
- Once you’ve made your selections, ensure you publish the changes to see them take effect in your chatbot. You can do this by clicking View Changes in the small popup at the bottom of the page. Then click Publish in the changes modal that appears to finalize the updates.
By following these steps, you can customize the inputs required for customer hand-offs, ensuring the right information is collected for efficient support.