Utility Cards

Utility cards are a type of logic component that allow you to perform various actions while creating journeys.

Utility cards can be used to tag, subscribe, label, or set attributes for customers, call external APIs or custom scripts, handoff conversations to other channels or agents, send template messages, check the do not disturb status, or add comments to the journey or flow.

Tag/Untag Card:

Incorporate user tags into the conversation as part of your conversational flow. From the drop down you can select whether you want to add or remove the tag from all those customer who took a specific action in a journey.

Subscribed/Unsubscribed:

Use this card to add or remove contacts from the subscribed or unsubscribed list. Say you have 5 different segment but the product journey you're creating aren't of any use for two of them. So what you've to do simple select those two segments and from drop-down opt for 'Unsubscribe'. The selected segment would not be targeted with that particular journey even if the intent matches.

Users can be subscribed to live segments only.

Label/Unlabel:

Assign multiple labels to the conversation as it progresses through the conversational flow.

Set-Up Attribute:

Add or create user attributes as the conversation progresses through the flow.

Google Sheets:

Export user data in real-time.

JSON API:

Start connecting your bot to an external service that offers its functionality through a JSON API. This integration allows you to fetch, send, or manipulate data from external sources in real-time.

Card Functions:

Request Types:

1. GET: Make a GET request to retrieve data from the server.

2. POST: Make a POST request to post data on the server.

3. PUT: Make a PUT request to update an existing post.

4. PATCH: Make a PATCH request to make partial updates to an existing post.

5. DELETE: Make a DELETE request to delete a post from the server.

Enter URL:

In this section, paste the JSON API URL from where you want to extract data.

Enter Parameters (Optional):

You can pick one or multiple attributes from the provided list, to send along with the API. In case you don’t want to set parameters, then keep this slot empty.

By-Pass API Error:

With this feature, you can choose to run the conversational flow even if there is any kind of API error. If you turn off this feature, then the conversational flow will not proceed ahead (in case of API errors).

Use Cases:

1. Data Retrieval:

   • Chatbots can use JSON APIs to fetch real-time data from external sources. For example, a weather chatbot can query a weather API to provide users with current weather conditions.

2. Content Generation:

   • Chatbots can use JSON APIs to generate dynamic content. For instance, a news chatbot can fetch the latest news articles from a news API and present them to users.

3. Integration with Third-Party Services:

   • Chatbots can integrate with external services like payment gateways, CRM systems, or databases via JSON APIs. This enables functionalities like processing payments, updating customer records, or retrieving product information.

4. E-commerce Transactions:

   • E-commerce chatbots can use JSON APIs to facilitate transactions, including product search, adding items to a shopping cart, and processing orders through e-commerce platforms.

5. Authentication and User Verification:

   • Chatbots can employ JSON APIs for user authentication and verification. For example, a chatbot can integrate with a JSON API that verifies user credentials before granting access to certain features

Slack Notification:

You need a Slack Webhook URL to set up Slack Notifications. Create a Slack URL through the Slack Console.

Custom Script:

The custom-script feature allows you to execute tracking codes from service providers such as Google and Facebook. This enables you to monitor whether a user has completed a particular action or not.

Handoff:

If the chatbot is not able to handle certain intricate queries in the middle of the conversation, insert a RUN-IF card and a human handoff card to assign the chat to an agent.

Chat will be automatically assigned to the agent, group of agents, or on the basis of the set assignment rule.

Human Handoff Card

Cards placed after the Human Handoff card will not run.

SMS:

Include this card in your conversational flow journey to send a specific detail to the concerned customers via SMS, when a certain event is triggered.

Enter Multiple Numbers and a message to be sent in the form of an SMS.

Send Template:

Send a Template message to your customer when a specific event is triggered during your conversational flow.

Mail:

Integrate Email notifications to send specific information via Email.

DND:

Adding this card to the journey will add the customer to the DND list and will not receive any message thereafter.

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