To improve channel response efficiency and reduce customer complaint rate, you can set up an Digital Flow. The robot will help you reply to customer messages, solve initial doubts, and guide visitors to place orders and fill in information. When a customer starts a conversation, when the corresponding conditions are matched, the Digital Flow is triggered and relevant actions are performed.
Module 1: Create an Digital Flow
1. Digital Flow landing page
Current support channel: Whatsapp, Viber, Line
2. Create a flow
Weight: when multiple processes are triggered, a process with a high weight is triggered. When the weights are the same, the process with the latest update time is triggered.
3. Create a variable
Variables can be preset and edited, and data interaction is performed during the automatic reply process. For example, customer information is modified, system integration is interacted through API, and customer input text is verified or processed.
System variables: the system has four default variables, which are automatically assigned as the automatic reply process is executed.
Custom variables: you can customize variables and initialize assignment values;
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System variable name |
Explain |
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currentChannelNumber |
The current channel number. |
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CurrentTimestamp |
The current timestamp. Unit: milliseconds. |
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Last button text |
The text of the button clicked by the customer on the previous button, and the text of the button that the customer replies to the interactive message. |
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triggerText |
Customer trigger text, the customer message that triggers the trigger (only plain text is supported) |
4. Save the Digital Flow
Weight: when multiple processes are triggered, a process with a high weight is triggered. When the weights are the same, the process with the latest update time is triggered.
Module 2: Digital Flow node introduction
1. Trigger
Trigger mode
Key words: triggered when the customer sends a message and the message content matches
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Fuzzy Matching |
Exact match |
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Or |
The message content contains at least one keyword. |
The message content is one of the entered keywords. |
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And |
The message content contains all input keywords at the same time. |
Not supported. Fixed mismatch |
Customer tag: matches any tag that is equivalent to the customer tag that contains at least one tag, and matches all tags that contain all tags.
Customer conversation: the customer sends a message, and any content is triggered.
Trigger group
ALL：ALL customers
Customer tag: The customer contains any of the tags.
Trigger frequency
Unlimited
Triggered once within 24 hours
Trigger only once per customer
Trigger period
Unlimited
Specified time period: specify the time zone and time period.
2. Conditional branch
Matched variables: include system variables and customer variables; System variables include four predetermined variables. You can also go to the "variables" column to create and assign initial values. Customer variables include all customer information.
Matching Rules: fuzzy matching, exact matching, regular matching, and, or
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Common regular expressions |
Depaint |
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^[a-zA-Z0-9._%+-]+@[a-zA-Z0-9.-]+.[a-zA-Z]{2,}$ |
Match email address |
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^[1-9]\d{10}$ |
Matching mobile phone number (simplified version) |
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^(http | HTTPS)://[a-zA-Z0-9.-]+.[a-zA-Z]{2,}(:[0-9]+)?(/[a-zA-Z0-9 +.-])$ |
Matching URL |
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^\d{4}-\d{2}-\d{2}$ |
Matching date (format: YYYY-MM-DD) |
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^[0-9]+$ |
Match integer |
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^[0-9]+(.[0-9]+)?$ |
Match decimal places |
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^ [A-zA-Z]+ $ |
Match English letters |
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^[\u4e00-\u9fa5]+$ |
Match Chinese characters |
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^(61|62|63)，^(61) |
The matching text starts with 61 or 62 or 63, and starts with 61 |
Match value: you can enter multiple values and/or match
3. Execution period
Distribute data based on the selected time zone and time period.
4. Send messages
5. Waiting for reply
When the process enters this node, it waits for the customer's reply and saves the customer's reply content to this variable. It can be used for subsequent conditional diversion and API calls.
Suggestion: We recommend that you use a conditional shunt node to verify the variables waiting for the customer to reply. When the customer returns an invalid value, you can also use the redirection node to retrieve it again.
6. Add Tags
Add a tag to the customer who enters the automatic reply process
7. Remove tags
Remove the specified tag for the customer who enters the automatic reply process
8. Modify variables
In the Digital Flow, you can obtain the customer information by waiting for the customer's reply, and calling the API, and then update the customer information at the variable modification.
9. Transfer to unassigned list
Transfer to unassigned list: when a conversation is transferred to an unassigned group, automatic assignment is enabled in the chat settings. When an online agent exists in the group, the conversation is automatically assigned to the online agent of the agent group.
10. Transfer to a specific agent
Transfer to designated agent: Transfer the conversation to the agent regardless of whether the agent is online or not.
11. Call the API
Ivoke API: in the automatic reply process, you can call the API to exchange information between the system. The information obtained by the response body can be modified by modifying variables. You can also put the customer information in the request header and store it in the business system.
12. Jump
Jump: you can use the "jump" node to roll back or skip some nodes for execution. For example, when you ask a customer for information, if the customer information is incorrectly filled in, you can ask him to fill in it again.
13. Close conversation
End conversation: After the conversation is completed, you can use the end conversation node to close the conversation. When a customer sends a new message, a new conversation will be opened and reallocated.
Difference from 14: After the conversation ends, the new message opens a new conversation and is reallocated (agent group). However, the end process does not change the conversation status and the agent group in the reception.
14. End of Flow
End process: if the current process is completed or no subsequent nodes need to be executed, the process can be ended. If the customer continues to send messages, the current conversation and reception agent will be retained, and a new process will be triggered.
Difference from 13: After the conversation ends, the new message opens a new conversation and is reallocated (agent group). However, the end process does not change the conversation status and the agent group in the reception.
Module 3: Viewing Digital Workflow Data
1. On the Digital Workflow List page, you can view how many times each Digital workflow has been triggered.
2. You can see the total workflow trigger count, the trigger count of each node, and which specific customer triggered it.
(1) Click the number under Trigger Count in the Digital Workflow List page to view details.
(2) Click [Data] to view in either [Flowchart] or [Table]:
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Flowchart: Shows node trigger counts and specific customers who triggered them.
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Table: Shows only node trigger counts.
Module 4: Setting Up Simple Digital Workflows
1. Auto Reply
You can configure auto-reply workflows triggered by keywords or customer tags, enabling the bot to automatically respond and reduce manual workload.
2. Auto Routing
You can configure workflows triggered by keywords or customer tags to automatically route inquiries to the corresponding agent group. Such inquiries will appear in the Unassigned List under Chat Dialogs.
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If you have multiple WhatsApp numbers and need to route to different agent groups based on the number, you can use the variable
currentChannelNumberin Conditional Routing.
3. Auto Tagging
You can configure workflows triggered by keywords to automatically tag users who make inquiries with the corresponding labels.