Action Blocks
Learn how to use this category to trigger a sequence or encourage specific customer actions.
You use action blocks to trigger/initiate an action, such as
- 1.Redirect a user
- 2.Set an attribute
- 3.Send Emails
- 4.Create a ticket.
Attributes are customer traits that can be stored as variables. Use the Set Attribute block to store the value of an attribute. You can later incorporate this value in other sequences as well.
Use redirect blocks to take the user from one sequence to another without having to press on a button or put in a keyword. In the example below, we redirect our users to a Hello Sequence after showing the text in the Text Block. This block is usually placed at the end of a sequence.
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You can use Redirect blocks to set conditions and personalize the route of the conversation. If you are familiar with the concept of Attributes (libraries of user responses), you can set conditions based on it.
In the screenshot above, the condition set is ' If someone's full name is James, take him to the Default Sequence'
You can also set Nested conditions (and/or) to further personalize the conditions.
Send email block is used to send emails to your customers. One use case is sending e-books.
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First, we place an Email Block in the Builder to collect user emails. We store the value to variable {{email}}.
Next, we use a Send Email Block. You can figure out most of the fields by yourself. Remember to insert your variable {{email}} in the To emails field.
Your Default Sequence in the Builder always contains a Ticket block. When the chatbot fails to understand a customer, the block creates a ticket in your inbox.
Simply put, ticket blocks transfer the conversation from a chatbot to a human agent.
You can set the ticket's priority and assign which agent/group receives a ticket by default. You can also choose what happens after the agent resolves the ticket by adding a sequence.
For example, we redirect our users to a CSAT sequence every time a ticket is resolved.
Unmark the Turn on bot? option on the top of the Ticket Block. If you keep it on, the bot may trigger a sequence based on the customer response.
The Live Chat block in the Default Sequence creates a ticket into the social media inbox instead of the MyAlice inbox. A customer care agent then takes over the conversation.
In other words, the chatbot is disabled for a specific period — 6 hours by default. You can customize the duration during which the bot is disabled.
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