1. Build your scenario with cards

After identifying your workflow, go to the "Scenario" section of your builder.

A scenario is built with cards, each of which is a step in the scenario of an automated conversation.

Each card type lets you create different content (message, question, etc.) before taking your visitor to a new step of the scenario, made up of a new card.

For each card (except the "Generative AI" card, which has its own actions) or for each choice within a card, 3 "endings" are possible:

• Continue to another card
• Transfer to a routing rule (with an alternative to transfer option)
• End the conversation

Option: for each transfer your workflow makes, you can configure an alternative to transfer in case no respondent is available. The alternative can be a transfer, a redirection to another card or closing the conversation.

The different types of cards are described below. Three of them only appear in the "Select your type of card" list under certain conditions:

• "Intent detection": if at least one intent exists in the workflow language;
• "API Connection": if at least one API connection exists on the project;
• "Generative AI": if the corresponding option is enabled on your account.

1.1 Rich message card

This card sends a message without waiting for an answer in return. It can be text or more visual content.

• This card also lets you add a vignette or a carousel by clicking on the icon ("Vignette or carousel"). In the vignette, "Add a link" lets you add a link.
• Make sure you enter a message before validating the card, otherwise the scenario cannot be saved.

1.2 Open-ended question card

Ask a question where the user will be able to write the answer.

• Ask your question in the "What do you want to ask?" field.
• The workflow will wait for the visitor's response before proceeding to the next stage of the scenario. Give this data a variable name and choose its type: "Text", "Email" or "Phone number".
• If the visitor's answer does not match the chosen type, the question is asked again once. If the next answer still does not match, the action defined in "Alternative in case of incorrect answer" is triggered.
• It will be possible to re-use this data in the successive stages of the scenario by calling it via the tag {data_name}.

1.3 Multiple choice question card

Ask a question where the user can choose between several different options.

Choose the type of multiple choice question: "Classic" or "Dynamic".

• "Classic": you write the choices yourself. You can save the visitor's choice as a variable, for example to send it to an API afterwards.
• "Dynamic": the question and choices are generated dynamically by the API.

• Create an MCQ and choose the "Classic" type:

• • Fill in the question, the choices and the technical values that the API expects for each choice.

• • Activate the Save visitor's choice as a variable option and give the card a variable name corresponding to what your API expects to receive.

• • Create an API connection card to send the visitor's choice to the API. For this, read point 1.6 of this article.

• Create an MCQ and choose the "Dynamic" type:

• • Fill in the appropriate variables for the question, choices and technical values.

• • If necessary, create static choices to be displayed before or after the dynamic choices. If you need to send the visitor's choice to an API, fill in the Choice variable field and give the card a variable name corresponding to what your API expects to receive.

• • Create an API connection card to send the visitor's choice to the API. See 1.6 below.

1.4 Generative AI card

Enable your workflow to generate responses using AI based on your knowledge.

This card only appears in the list of cards if the corresponding option is enabled on your account.

Once the "Generative AI" card is selected, set the Starter message of your workflow. A default text is prefilled; you can edit it.

Then, choose the Tone of voice used by your workflow in its messages: "Neutral", "Professional" or "Friendly".

Next, add the source of information that the workflow will use to answer visitors' questions.

In "Sources of the AI answers", click "Add" to select the knowledge the workflow will use. The "Manage knowledge" link opens the knowledge page in a new tab. If you haven't created any knowledge yet, the "Create your first knowledge" button takes you there.

In "Custom behaviors", turn on "If the visitor inquires about their order status" to choose the action to trigger in that case ("Continue to step" or "Transfer to").

Finally, in "Custom actions", set instructions for the workflow when specific cases occur: "If the visitor asks to speak to a human respondent", "If the bot doesn't know the answer", "If a word or expression comes up in the conversation" and "If a technical error occurs". For each case, choose an action: "Continue to step", "End conversation", "Transfer to" or "Send a custom message" (not offered for technical errors). Except for "Continue to step", also enter the message to display.

1.5 Intent detection card

Ask a question and detect the user intent.

• Add an open question.
• Choose an intent.
• Define an alternative in case of detection failure. This is triggered if the visitor’s answer is not understood by the workflow. Want to know more about how intents work? Please read this article: Intents Manager.

1.6 API Connection card

Send or request information from your API.

• Choose an API connection and its version.
• Possible alternative: the alternative in case of API request failure action is triggered if the API request fails. Do you want to know more about how the API connection works? Read this article: Connect to your apps.

You can edit a card by clicking on , on the top right side of the card.

You will be able to 1) rename the card, 2) move up or 3) move down, 4) duplicate it or 5) delete it.

• 1) Rename card: you can rename the scenario card in order to have a simpler reading of your scenario. This will also help you in the Automation report when you analyse the scenario in detail.
• 2) Move up: move the card up in the scenario creation. This will not affect the execution order of your scenario.
• 3) Move down: move the card down in the scenario creation. This will not affect the execution order of your scenario.
• 4) Duplicate: duplicate a card with all the parameters, including the list of intents if you are duplicating an “Intent detection” card.
• 5) Delete: delete the selected card from your scenario.

1.7 Conditions card

This card lets you adapt your scenario to certain criteria, such as custom data or other variables. By adapting your scenario to given conditions, you can personalise the content of the answers, the steps or the routing according to different criteria.

For more details on condition cards, see this article.

Example:

1.8 Geo-routing card

If your brand owns a network of brick and mortar stores, the "Geo-routing" card allows you to send conversations from your workflow to your in-store teams.

2. Creation and use of variables

The MCQ card and the Open-ended question card allow you to create and name qualified variables. These can then be used in cards to appear in other steps of the scenario.

There are 4 types of variables that can be automatically added to the visitor’s profile using workflows.

To do so, you have to name the variables exactly like this:

• First name => “visitor_firstname”
• Last name => “visitor_lastname”
• Email => “visitor_email”
• Phone number => “visitor_phone”

In an MCQ card, the variable name must start with a letter or an underscore, followed by letters, digits, underscores or dots. Otherwise, an error message is displayed under the field.

3. Verify that you don’t have configuration errors

Click the round icon at the top right, next to the Save button: it is green if the scenario has no errors, red otherwise. It opens the "Errors" panel, which also opens automatically if you save a scenario that contains errors.

If errors are displayed, you can solve them by clicking on each error.

Then, save your workflow by using the Save button.