Types of Flows

In ChatBricks there are four types of flows, Decision Tree, LiveChat, Interview and User Feedback flow.

1. Decision tree flow 🌳

• Purpose: this flow is used to guide users through a series of predefined paths based on their responses.

• Use: ideal for problem solving, product recommendations or any scenario where users need to make a series of choices leading to a specific outcome.

• Example: A customer service chatbot that helps users select common problems from e-shop.

2. LiveChat Flow 💬

• Purpose: this flow facilitates real-time communication between users and human agents.

• Use: best suited for situations where complex questions require human intervention or where personalized assistance is necessary.

• Example: A sales support chatbot that delivers the conversation to a live agent when users need detailed product information or transaction assistance.

To activate the LiveChat flow, ensure that you have previously selected it from the Bot Settings under the Bot Plugins tab.

By entering in the LiveChat Settings click on the first one: 'LiveChat availability'.

3. Interview flow 🎤

• Purpose: this flow is designed to collect detailed information from users in a structured manner.

• Use: useful for applications such as surveys, job applications or any scenario requiring the collection of comprehensive user data.

• Example: A recruiting chatbot that guides candidates through an application process, asking for their qualifications, experience and other details.

4. User Feedback Flow 📊

• Purpose: this flow is used to collect feedback from users about their experience or specific aspects of a service or product.

• Use: ideal for post-interaction surveys, product reviews or any situation where user feedback is valuable.

• Example: A customer satisfaction chatbot that asks users to rate their experience with the service and provide feedback on how it can be improved.

Once the new User feedback activity has been created, you will see a default user feedback flow, which you can edit as you want, with custom messages and flows.

You can add the feedback stream via "Redirect" after automated responses, LiveChat system messages, and within any activity stream, including LiveChat.

For example, to add feedback to LiveChat after the conversation has ended, go to the LIveChat System Messages tab in the bot Behavior and click the 'Edit' button on the 'Conversation terminated' message.

Add a new message and select the 'User Feedback' radio button. You will then need to select the 'User Feedback' activity you want, set the percentage of times you want feedback to be requested and click the 'Save Changes' button.