1. Availability
1.1 Opening hours
If required, you can make your workflow's availability subject to opening hours. To do this, you'll need to add a time condition to the corresponding targeting rule(s).
1.2 Bot availability
Go to Shopping Assistant > Workflows, open your workflow, then its "Identity" tab. In the "Bot availability" section, the "Availability mode" field offers 3 options:
- "Available when at least one transfer is possible": the workflow is available if at least one of the distribution rules its scenario transfers to (including transfer alternatives) is available.
- "Available when all transfers are possible": the workflow is only available if all these distribution rules are available.
- "Always available": the workflow is available even if no transfer is possible.
If the scenario contains no transfer, the workflow is available whatever the mode.
Mode given to a new workflow:
- workflow created from scratch: "Always available";
- duplicated workflow: the mode of the original workflow.
2. Proactivity
A distribution rule is "proactive" if and only if, for all respondents from the different distribution groups that make up the distribution rule, only the workflows have the chat channel enabled. In addition, each of these workflows must have a different language.
Here are some examples of possible configurations for a proactive workflow:
Case N°1: I need a proactive workflow => Distribution rule with only one workflow in its distribution group.
Case N°2: I need a proactive multi-language workflow => Distribution rule with only 1 workflow of each language in its own distribution group.
Case N°3: I want to engage on the chat channel with a workflow and on the call channel with human agents => Distribution rule with a workflow in its distribution group + another cascade group containing only agents who do not have the chat channel activated in their user profile.
- Only one workflow per language in the routing rule (the workflows will always be proactive if there is an EN workflow and an FR workflow).
- At least one multiple choice question or open-ended question anywhere in the workflow scenario.
A workflow available for third-party channels cannot start a conversation in proactive mode.
3. Transfers during a scenario
- Case 1: transfer to a synchronous routing rule
The availability check for a workflow that has to transfer to a synchronous routing rule will try for 30 s to get an agent availability by default. If no availability is detected after 30 s, a check of the availability of the alternative to transfer is made, if one is configured; otherwise, the transfer fails.
- Case 2: transfer to an asynchronous routing rule
The availability check for a workflow that has to transfer to an asynchronous routing rule will try for 30 s by default to get an available agent or a spot in the waiting queue of the routing rule. If no availability is detected after 30 s, a check of the availability of the alternative to transfer is made, if one is configured; otherwise, the transfer fails.
If the transfer fails, the workflow sends the visitor the message entered in the "Default message in case of transfer failure and closing of the conversation" field of its "Identity" tab, then closes the conversation.
You can change the availability check delay in the workflow's "Identity" tab, "Maximum waiting time for an available respondent" field: 0, 15 or 30 seconds (30 seconds by default).
4. End of conversations