Do you spend most of your time replying to the same inquiries over and over again? Are you in love with Tidio's Macros feature, but sometimes you need to prepare longer messages with links or even entire articles in your database?
Save your time and automate the most repetitive answers with flows during live conversations!
In this article, you'll learn:
Did you know that more than 50% of all questions and answers are repetitive? Now you don't have to spend time on them anymore. Use the flow that will do the job for you, and in the meantime, you can engage with more clients.
Starting a flow during a conversation
It is possible to start a flow inside a live conversation you're currently in - this may be helpful if you had prepared an automation that would help you or your customer during your interaction.
You can trigger a flow while you chat by opening the Flows list at the bottom:
A window will pop up, and you can then choose a flow from the list, if any such flow is available:
Similarly to using macros, you browse a basic list of all flows that use the trigger called 'Agent starts the flow', and you can search for specific flows by name for quicker navigation.
Please note: once you click on a flow, it will be executed immediately!
Creating flows for conversations
In the Flows section, you will find new, ready-to-use flow templates that you can use during live conversations with the customers. Of course, you can also create your own flows for this purpose (described further below).
Some possible flow templates for using during conversations include:
- Automate Repetitive Answers
- Measure Customer Satisfaction
- Where Is The Package? (Shopify only)
Create your own flow for conversations
To create your own flows for later use in conversations, you need to use the trigger called Agent starts the flow in the flow editor. Once you add it to the flow's map, click on the trigger and create a name for the flow - which you can easily find later by using the Flows button during live conversations:
Once you activate your new flow with that trigger, you will be able to find the flow by name - in the Flows list, while chatting. Access it by clicking the Flows icon in the bottom-left of your message input field:
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