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Quick Reply Block
Create custom sequences with Quick Reply blocks.
If you are new to this topic, please refer to our basic introduction to the Quick Reply Block and follow along.
The ultimate use case of quick replies is to take the user through a custom user journey based on their replies. Here is a step-by-step instruction to creating an effective sequence with the help of a quick reply block.
Suppose we want to create a welcome sequence. Our goal is to identify what type our user category a customer belongs to. So, we create three quick replies.
Quick Replies | User Category |
Just browsing | They are wandering individuals. They don't want the bot or the agents to approach them. |
I have questions | These are curious Individuals, but we can turn them into leads with the right resources and incentives. |
Customer Support | They are our existing customers, looking for support. |
Be a Partner | They are our potential partners. |
Input
Output
Please note that each reply leads to a new sequence.
We created four new sequences in our Builder tailored to each response. Each user is redirected to a new sequence based on their responses. We will also store their responses as an attribute in the
user_categories variable.Here is a sample of how each response results in a different user journey.
Just Browsing
I have questions
Customer Support
Be a Partner
Some of the responses were created using Button Blocks. Please refer to the next chapter to learn more about these handy blocks.
1. Go to the Customers tab on the left panel of your MyAlice dashboard. You will find your most recent customer on top of the list.
2. Under the Attribute column, click on the SEE DETAILS button. You will find the saved attribute as the user_categories.
3. You can incorporate these attributes later in your bot to create more sophisticated sequences.
You will also find the variable saved on the right side of your inbox. Now, your agents can have all the information readily available while having a conversation with the customer.
Last modified 1yr ago