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Flow steps (triggers, options, ends)Updated 5 days ago

Here you can see all the steps, options, and types of ends you can set up in Flows.



Types of steps

Steps are the building blocks used to create Flows - there are 3 types in the Flow builder:

  • Trigger
  • Options
  • End

Trigger

This button appears when a Flow is published - the Flow will start when a customer clicks on it. There can only be one trigger per Flow.

In the Flow builderCustomer facing


Options

These are the 8 types of steps that are offered within a Flow. 

In the Flow builderCustomer facing
This shows an example of the Multiple choice option type.


End

This is the final step in a Flow. Each path of steps must conclude with an end step.

In the Flow builderCustomer facing

This shows an example of the Ask for feedback end type.



Types of options

Options are the types of responses customers can give when moving through a Flow - there are 8 types in the Flow builder:

  • Multiple choice
  • Collect text reply
  • Collect file upload
  • Automated answer
  • Order selection
  • HTTP request
  • Customer login
  • Conditions

Multiple choice

Display up to 6 customizable options for customers to choose from.

In the Flow builderCustomer facing


Collect text reply

Allow customers to write a response with up to 5,000 characters.

In the Flow builderCustomer facing


Collect file upload

Allow customers to upload up to 5 files.

In the Flow builderCustomer facing


Automated answer

Display customizable short-text answers.

In the Flow builderCustomer facing


Order selection

Allow customers to select from up to 5 of their most recent orders. This step can be used only after the Customer login step.

In the Flow builderCustomer facing


HTTP request

Integrate external web services or data sources into a Flow, send and receive data via HTTP requests, and use data received from said step as variables in subsequent ones.

By default, HTTP step will create two branches - success and error. Success branch will be triggered when the request is successful, initializing the next step. Error branch is set to create a ticket whenever the request fails or returns a status code of 400 or above.

In the Flow builderCustomer facing
The action is done in the back-end, but you can follow up with an Automated answer step to inform the customer of the action.


Customer login

Prompt the shopper to log in with their Shopify details so this data can, later on, be used for HTTP requests (canceling or updating a subscription, retrieving a gift card, information on loyalty points) or an order selection step.

In the Flow builderCustomer facing

There's no setup needed in the Flow builder once this step is selected. It can be used only once per Flow path to avoid prompting shoppers to make redundant logins.


Conditions

Create multiple paths for personalized customer experience, based on variables (money spent, subscription frequency, loyalty points, etc). 

In the Flow builderCustomer facing
The action is done in the backend to enable the branching of future steps.


Types of ends

Ends are the final step in a Flow - there are 3 types in the Flow builder:

Create a ticket

Create a ticket in your help desk and select if you want it pre-tagged and pre-assigned. The ticket will include the full customer path through Flows.

In the Flow builderCustomer facing
This example shows the confirm order option from the previous step. No notification appears in Chat when this end step is performed.


Ask for feedback

Give customers the option to confirm their questions have been answered (no ticket created), or that they need more help (ticket created). 

If the ticket is created, you can have it pre-tagged and pre-assigned - it'll also include all the options the customer selected in the Flow.

In the Flow builderCustomer facing


End interaction

The interaction will end and be considered automated. Customers won't be able to create a ticket and must leave the Flow to ask for further support. If you remove the Send us a message button in Chat, it'll be fully automated, and the customers will have to contact you some other way if they need further assistance.

In the Flow builderCustomer facing
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