Step types

Step types

Bots are built as a series of steps.  When you create a new step you need to choose what type of step it is.  Below is a brief explanation of what each type does.

Information steps send the message you have set and then move on to the next step you select.

Listening Step
A listening step sends the message you have set, waits for a response and then takes the route you have configured.  The route is determined by the conditions you set.  If a condition is met the bot will move to that step, if not it will go to the next condition.  If no condition is met it will go to the default path.

Listening steps store the response in a custom field which you name as part of the step creation.  This can be used in subsequent steps to personalise the journey. 
You can also switch on NLP for Listening Steps.  This utilises natural language understanding to look for entities within a response and can hold the recipient in a conversation until the required information is gathered.

Logical Branch 
Logical Branch steps enable your bot to understand context.  These can be used to configure different routes dependant on time of day, day of week, agents available or custom value. 

Intent Gathering v2
Using natural language understanding, you can configure routes through your bot using intents identified from responses.  

Booking Choice & Booking Engine
These steps allow you to map integrations to booking engines to present choices through the journey and book those choices as required.

Payment Step
Once you have enabled your payment gateway integration on your organisation you can quickly configure payment service providers and allow payments to be taken as part of a bot conversation.  The card details are managed securely by our PCI level 1 service provider partner and never hits the Webio platform.

Move to queue
You are able to configure queues to match your business processes.  Once configured, use this step to move conversations to the correct queues at the correct point.

Conversations that reach this step can be added to a blocklist for the specified amount of time.

Set status
The set status step will stamp the conversation with the status when it reaches this point. 

A typeform integration to your organisation brings the power of conversational forms into your bots.

Close conversation
A bot can close a conversation, this will remove it from the agents default view.  Closed conversations can still be returned through the search feature. 

Entity Gathering

Understands the context of your conversations and extracts meaningful entities such as:

  1. Dates 
  2. Date of birth
  3. Numbers
  4. Currency
  5. Names
  6. Phone numbers
  7. UK postcodes

Once these entities are extracted you can use them in further conversational steps. 

Can I pay £75 this Friday” would have the entities “Currency: pounds”, “Number: 75”, and take the “Date” entity

For instance, £75 may fall within a range of values you have set as acceptable within a logical branch step, and thus it passes that criterion to progress to the next step.

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