Mavenoid help center

Mavenoid help center

  • Admin
  • Flows
  • Agent dashboard

›Learn more

Get started

  • Intro to flows
  • Tutorial - Create a flow for live support
  • Tutorial - Create a flow for troubleshooting
  • Tutorial - Create a flow for FAQs

Learn more

  • Understand the types of nodes
  • Working with symptoms and solutions
  • Working with backtracks and choice lists
  • Understand potential solutions
  • Understand escalation
  • Understand search
  • Understand step-by-step guides
  • Understand canvas notes
  • Understand form data
  • Understand markup
  • Understand secrets
  • Understand flow components
  • Understand conditions
  • Understand translations
  • Understand flow feedback
  • Best practices for writing flows

How-to guides

  • Preview nodes and flows
  • Embed images and files
  • Embed videos
  • Receive conversation transcript emails
  • Set a flow image
  • Work with step-by-step guides
  • Add canvas notes
  • Copy and paste nodes
  • Create and embed flow components
  • Work with conditions
  • Configure flow feedback
  • View and manage flow feedback
  • Export, import, and copy flows
  • Set flow visibility
  • Manage translations
  • Create a live support node
  • Create an external API node
  • Start the user on different nodes based on the embedding page
  • Dynamically populate a choice list form field

Reference

  • Text formatting
  • Live support settings
  • Actions settings
  • External API settings
  • Form field types
  • Reserved form data
  • Markup expressions and operators
  • Supported languages
  • Glossary of terms

Understand escalation

What escalation is

No flow can anticipate and handle every possible issue. When a user's support request cannot be resolved by a flow, the conversation can be escalated to an external support system.

How conversations become escalated

Conversations become escalated if the flow runs out of things to suggest and the user indicates the problem is not resolved.

Specifically, conversations become escalated under any of the following conditions:

  • The user opens the assistant menu and selects "Escalate" and is thus taken to the "Escalate from menu" jump target.
  • The user rejects every symptom or solution in the flow and is automatically taken to the "Out of solutions" jump target.
  • The user reaches a manually-created "Out of solutions" jump.

What happens when a conversation is escalated

  • The conversation is marked as escalated within your analytics.
  • When the conversation ends, if there are any email addresses specified in "Escalation email recipients" in the flow settings, a transcript of the conversation is emailed to them.

Gathering more information during escalation

It's often necessary to reach out to users after an escalated conversation, so you may need to collect contact information during the escalation process. You can do this by including a contact form for the user to fill out after the "Out of solutions" or "Escalate from menu" jump target. The information the user enters into the form becomes part of the conversation's form data and transcript and can be used by Actions nodes when sending emails or creating external tickets.

See Receive conversation transcript emails - Gather more information during escalation for details.

Last updated on 5/16/2022
← Understand potential solutionsUnderstand search →
  • What escalation is
  • How conversations become escalated
  • What happens when a conversation is escalated
  • Gathering more information during escalation
Help center
AdminFlowsAgent dashboard
Product
Self-serviceLive supportWhy Mavenoid?PricingGet a demoTry it free
Learn
Customer storiesBlogWebinarsHelp centerROI calculator
Company
About usCareersPressContact us
© Mavenoid AB 2023 • Privacy policy