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Organizing Nodes

Creating an effective conversation flow means organizing the conversation logically and ensuring that all the necessary nodes are included.

Each new flow will open with a default configuration, which includes a Start/Intro node.

To start the customization, you must first configure the start node, where you have the option to enable session restart by checking the 'Session restart' box:

  • This feature allows the session to be reset across all activity types within the Into node, allowing a restart each time the flow is activated.

  • If the 'Restart session' checkbox is checked, this will mean that each time the intro node is triggered, a new session will start.

To add nodes to a chatbot flow, you can utilize the 'Add new node' button on the toolbar of the flow editing page and select nodes that align with the logic of the conversation.

For more comprehensive information on nodes, refer to the helvia.ai node manual.

Example

Let's design a main menu flow for a virtual customer support agent tailored for an e-commerce company, a domain known for handling numerous user queries related to orders, shipping, returns and product-related questions.

This example will help showcase how to effectively create a main menu flow. The main menu flow provides users with a clear set of options for navigating them in the conversation , ensuring they can quickly find the help they need.

Main Menu (Decision Tree Flow)

You can use a redirect node to lead the user directly to the appropriate flow based on the choice the user makes.

Handle User Selection (Option Nodes)

  • If the user selects “1. Track My Order”:

  • Direct to "Track Order Flow"

  • If the user selects “2. Make a Return”:

  • Direct to "Return Process Flow"

  • If the user selects “3.Representative”:

  • Direct to "Live Support Flow"

Salutation in the webchat

Webchat conversations can be more personal by including the end-user's fist name in the chatbot's response, e.g. "Hello Kevin, how can I help you?".

To include the salutation, you need to add the expression {{UserInfo.salutation}}in the node you want the personalization in.

The salutation is taken from the information that is transferred to Helvia through custom deployment functions and it equals the 'firstName' field. For the Greek language in particular, there is a logic applied to convert the name to the vocative case (e.g. Δημήτρης → Δημήτρη).

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