Skill level: Intermediate
Time required: 15 minutes
This article explains how to configure a journey in Quickwork to automatically update user details in Conversation Management when a user interacts via a web widget. This eliminates the need for agents to manually request and update user information.
Use case
When a user initiates a conversation in Conversation Management via a web widget or a multichannel platform, their identity is displayed as a placeholder name (For example, Nameless-Star-429) in the chat window. This placeholder lacks essential information like email or phone number, making it challenging for agents to identify or contact the user later.
To address this, agents usually ask for these details manually during the conversation. However, using Quickwork's Set user details action, this process can be automated. The user is prompted with a series of automated questions to provide their name, email, and contact details, which are then automatically updated in the Personal Information section. This streamlines the process and saves time for both agents and users.
Prerequisites
Create a web widget inbox in Conversation Management. Set a suitable introduction heading and body text to provide context for the user.
Click here to know how to create a web widget and open it in a web browser.
Note: Ensure you create a website widget and not a multichannel widget.
Configuring the trigger
-
In the Event section, search the Conversation Management by Quickwork app from the drop-down menu in the Apps field present right below the New Trigger button.
- Select the trigger event New text message from the drop-down menu in the Triggers field.
- Click the Link account button to connect Set user details via a widget with Quickwork.
- Connect to Conversation Management by Quickwork window will pop up. Enter the API key and Inbox ID of the web widget. Click here to know how to get the API key and Inbox ID.
- Click the Link account button to make a successful connection.
- Next, specify a sample name in the Event input field. As soon as you complete specifying all the input, Quickwork returns a webhook URL.
- Copy this URL and go to the Webhook tab of the inbox whose API key and Inbox ID we connected, for example, Set user details via a widget inbox. Paste the URL in the Webhook field.
- Click the Save Changes button.
- The New text message trigger is now successfully configured.
Configuring the Ask question action
- In the Steps section, click on the Simple Action button and choose the Conversation Management by Quickwork app from the drop-down menu in the Apps field.
- Select the Action as Ask question from the drop-down menu.
- The connection gets established automatically as we connected previously for the trigger.
- In the question field, specify a question you want to ask. For example, You are here to update your personal information so that our agent can reach you when you are inactive. Tap "OK" to continue.
- Select Answer type as Quick Replies.
- In the Conversation Id field, drag and drop the Conversation Id data pill from the
Conversation Management by Quickwork | New text message Trigger under Data Tree Output.
- In the Retry help field, specify a suggestion in case an invalid input is provided. For example, Please enter a valid option!
- Scroll down to the Elements object. Select Postback in the Type field. Specify OK in the Title field.
Configuring the If condition
This If condition validates for the user's consent. If the OK button is clicked, then the series of questions will appear to capture the user's personal information.
- Click the + icon, click on Business Logic, and choose the If Condition.
- In the Left Value field, drag and drop the Quick Reply Title data pill from the
Conversation Management by Quickwork | Ask question Step 1 under Data Tree Output. - Select Equals in the Condition field.
- Enter OK in the Right Value field.
Configuring a series of Ask question actions under If condition
Now let us configure a series of Ask question actions that can ask a user to enter first name, last name, country, email address, and phone number.
Ask the first name of a user
- Click the indented action bar of the If Condition. Select Conversation Management by Quickwork in the App drop-down menu.
- Select Ask question from the Action drop-down menu.
- Enter the question or a text in the Question field. E.g., What is your first name?
- Select Text in the Answer type field.
- In the Conversation ID field, drag and drop the Conversation Id data pill from the
Conversation Management by Quickwork | New text message Trigger under Data Tree Output. -
Specify a help text in the Retry help field. For example, Please enter a valid first name!
- Skip the rest of the input fields.
- Now clone this step to configure other actions down the line. Refer to the following table:
Step 4: Ask the last name of a user | |
Input field | Value |
Question | What is your last name? |
Answer type | Text |
Conversation ID | Conversation ID data pill from trigger output |
Retry help | Please enter a valid last name! |
Step 5: Ask the country name of a user | |
Input field | Value |
Question | Which country do you belong to? |
Answer type | Text |
Conversation ID | Conversation ID data pill from trigger output |
Retry help | Please enter a valid country name! |
Step 6: Ask for an email address of a user | |
Input field | Value |
Question | May I know your email address, please? |
Answer type | |
Conversation ID | Conversation ID data pill from trigger output |
Retry help | Please enter a valid email address! |
Step 7: Ask for a phone number of a user | |
Input field | Value |
Question | What is your contact number? |
Answer type | Number |
Conversation ID | Conversation ID data pill from trigger output |
Retry help | Please enter a valid and active contact number! |
Configuring the Set user details action
Now let us pass the appropriate data pills in the input fields of this action to store the user information automatically. Ensure you use the data pills of appropriate Steps.
- Select the Action as Set user details from the drop-down menu.
- In the Conversation Id field, drag and drop the Conversation Id data pill from the
Conversation Management by Quickwork | New text message Trigger under Data Tree Output. - In the Name field, drag and drop the Answer data pill from Step 3 and Step 4 under Data Tree Output.
- In the Email address field, drag and drop the Answer data pill from Step 6 under Data Tree Output.
- In the Phone number field, drag and drop the Answer data pill from Step 7 under Data Tree Output.
Configuring the Send text message action
The purpose of the action is to acknowledge to a user that the information has been stored successfully.
- Select Send text message from the Action drop-down menu.
- Enter a text in the Message field. For example, Your personal information has been updated successfully.
- In the Conversation ID field, drag and drop the Conversation Id data pill from the
Conversation Management by Quickwork | New text message Trigger under Data Tree Output.
- The journey configuration is completed and the below image represents the complete flow of a journey:
Executing the journey
- Open the widget in a web browser and initiate a conversation, by typing Hi.
- Follow the prompts to provide the requested details.
3. Check the Personal Information section in Conversation Management to confirm that the details have been updated.
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