Components are the building block of every automation. By sequencing components on your canvas, you have the freedom to tailor your automated conversations to your customers’ needs.
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There are four different groups of components. Each group contains a different type of components which are similar in application and function. Understanding the function of each group can help you quickly navigate your canvas and create the most suitable conversational design for your automation.
Collect Components collect and save different types of data from your customers.’ Their input is saved as a variable so that you can easily integrate it into your flow at a later point. You can use this data for various purposes such personalisation, engagement and even in order to forward information to a different platform with one of the action components.
Action Components allow you to perform any kind of action, from integrating with other tools (like Zapier or Zendesk) or pulling data from your database using an API.
Routing Components help the conversational AI navigate the flow of your conversation in different directions or hand over the conversation to an agent.
Action Components are used to provide your customers with information or a resolution to their inquiry, when you can expect no further input from your customers.
In order to add a component to your automation, just drag and drop the desired component into your canvas. You can also open the settings panel on the right side of your screen to add a new component or to select pre designed automations with inbuilt components from the Automations Library.
Learn more: Automations
When you’re building the flow of your automation, you can add, edit and remove any component.
To add an component click the plus sign (+) in the settings menu, on the right side of your screen:
To edit a component, just click inside the message box or enter edit mode through the component’s settings by clicking on the component’s header. You can edit the message and its media right inside the message box or edit all of the component’s settings from the right menu settings tab.
Can’t find the component’s settings? Make sure that the component is selected on your canvas by clicking inside the component box. The component settings should automatically appear on the right-side menu upon selection.
To remove a component, just open the components’ settings menu and click delete. Deleting a component is permanent so make sure that you want to remove that component.
Note: removing components may affect the flow of your conversation. Some components are dependent on others, like the components inside of a fork or the inputs you collect.
Instead of creating an automation from scratch, you can get a quick start using one of the predesigned automations offered in the Automations Library. These automations include different flows of components to help you get started.
After selecting a predesigned automation, you can change the flow by adding, editing and removing components in your canvas.