What are chatflows?

Chatflows are customizable, interactive chat experiences designed to enhance customer interactions by providing choices, automating tasks, and improving the overall efficiency of support operations.

Luca Micheli
Written by Luca MicheliLast update 10 days ago

Introduction to Chatflows

Chatflows are an advanced feature of Customerly that allows you to create interactive and intuitive chat experiences tailored to your customers' needs. Unlike traditional chatbots, Chatflows offer a flexible approach to managing conversations, providing choices, assigning tasks, and closing chats efficiently.

The Role of AI in Chatflows

An exciting aspect of Chatflows is their integration with AI Assistants like Aura. This integration enables seamless and efficient handling of customer queries by automating responses and escalating issues when necessary. AI-first Chatflows prioritize the use of the AI Assistant to handle initial customer interactions, ensuring quick and accurate responses and identifying intents.

Creating a Chatflow

  1. Designing the Flow: Start by defining the purpose of your Chatflow. Whether you aim to provide product information, handle customer inquiries, or automate support tasks, having a clear objective is essential.

  2. Using Intents: Intents act as specialized entry points in your Chatflow, triggered when a customer's query matches predefined criteria. This makes the process streamlined and focused, eliminating the need for complex branching logic. For an Intent to be recognized you will need an AI Assistant to gather the incoming conversations.

  3. Customizing Actions: Within a Chatflow, you can customize actions such as sending messages, collecting information, and escalating issues to human agents. This ensures that each interaction is handled appropriately and efficiently.

Implementing AI-First Chatflows

  1. Triggering Events: Chatflows can be triggered by either a new conversation starting or by recognizing a new intent. For example, you can set up a Chatflow to activate when a new conversation starts with a specific audience, such as basic tier plan customers who will first interact with the AI Assistant.

  2. Defining Audience: Specify the audience for different Chatflows. For instance, subscribers can be directed to human support while non-subscribers are managed by the AI Assistant initially. Use the flexibility of Customerly Filters to restrict the Chatflows to specific audiences.

  3. Assigning Tasks: The AI Assistant handles the initial queries and assigns tasks or escalates issues to human agents when necessary.

Benefits of Chatflows

  • Interactivity: Chatflows allow customers to make choices during the conversation, enhancing their engagement and satisfaction.

  • Efficiency: By automating routine tasks, Chatflows free up your support team to focus on more complex issues.

  • Flexibility: Easily customize and update Chatflows to align with changing business needs and customer expectations.

Example Use Cases

  1. AI-First Approach: Create a Chatflow that directs non-subscribers to the AI Assistant first. The AI Assistant, trained on help center articles and canned responses, handles queries and can escalate to human support if needed.

  2. Intent-Based Flow: Set up a Chatflow triggered by specific intents, such as a sales demo request. The AI Assistant identifies the intent, gathers necessary information, and performs actions like scheduling a demo or collecting customer data.

Best Practices

  • Keep It Simple: Design your Chatflows to be straightforward and easy to follow. Overly complex flows can confuse customers and reduce efficiency.

  • Regular Updates: Regularly review and update your Chatflows based on customer feedback and interaction data to ensure they remain effective.

  • Integration: Leverage the power of AI Missions and other Customerly features to enhance your Chatflows, making them more robust and capable of handling a variety of tasks.

Inbox & Chatflows

When a conversation triggers a chatflow you will be able to see which was triggered and when in any conversation. You can also click on the name of the chatflow to get to the flow and analyse why it was triggered.

By effectively utilizing Chatflows and integrating them with AI Assistants, you can create a more engaging and efficient customer support experience, ultimately leading to higher satisfaction and better outcomes for your business.

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