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›How-to guides

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

Work with step-by-step guides

For context on what step-by-step guides can be used for, see Understand step-by-step guides.

Create a new guide

  1. Select the symptom, solution, question, or message node for which you want to use a step-by-step guide. This opens its edit panel.

Edit panel

  1. Check the "Use step-by-step guide" box.

Use step-by-step guide checkbox

  1. In the dropdown menu, select "Create new".

Create new

  1. Edit the guide as needed - see Edit a guide.

Edit guide

Reuse an existing guide

  1. Select the symptom, solution, question, or message node for which you want to use a step-by-step guide. This opens its edit panel.

Edit panel

  1. Check the "Use step-by-step guide" box.

Use step-by-step guide checkbox

  1. In the dropdown menu, select the guide you want to use.

Guide name

  1. If needed, click "Edit" and edit the guide as needed - see Edit a guide.

Edit button

Edit a guide

  1. Enter a title for the guide. This will be used in the assistant builder and is also visible to the user when they are using the guide.

Guide title

  1. In the left pane, add steps and set titles as necessary. They will be numbered automatically.

Guide steps

  1. With a step selected in the left pane, edit its description in the right pane to add any more details.

Step description

  1. If you need more advanced logic within your guide such as branching steps, you can edit it as a flow component - see Edit a guide as a component.

Open component button

  1. When finished, click the X in the top-right corner to exit the guide editor.

Close guide

Edit a guide as a component

  1. While editing the guide, click "Open Component".

Open component button

  1. The guide is opened on the canvas as a flow component.

Guide component

  1. Make changes to the guide as desired. Note that you will only be able to use steps and not any other node types, but these steps can have multiple options available to the user which then lead to different other steps.

Branching guide component

  1. When finished, return to the parent flow by clicking its name.

Parent flow

Last updated on 5/7/2021
← Set a flow imageAdd canvas notes →
  • Create a new guide
  • Reuse an existing guide
  • Edit a guide
  • Edit a guide as a component
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