What applets can I use to make message flows?

Reply

Availability: Basic

Use: Sends a standard response to the message sender.

Allows you to write a response that will be sent to the message sender.

Alternatively, select an existing template to send. If using templates, do not use a template that includes message tags, as they will not be converted.

Choose the applet to proceed to afterwards.

Timing

Availability: Advanced

Use: Route the message based on opening hours.

Specify a timezone, then define your opening hours for the week. You can then decide what happens if the message arrives when you are open, by choosing an Open applet, or when you are closed, by choosing a Closed applet.

Alternatively, the applet can take its opening hours from one of your existing call queues.

Although the applet refers to open and closed times, Timing can be used for other purposes. For example, you may be open 24-hours, but route messages to a different queue in the evening.

LeadML

Availability: Advanced

Use: Code your own actions using LeadML.

This lets you write your own behaviour using the markup language LeadML. Click the link in the applet to learn more about LeadML (you should save your flow before you do).

Choose the applet to proceed to afterwards.

Routing

Availability: Advanced

Use: Check the incoming message for keywords.

Define a list of keywords, separated by commas. Best practice is not to include spaces after the commas, that is to say use "one,two,three" instead of "one, two, three".

You can specify if the applet should check only the subject of the message, the body of the message or the sender's address. Choose if the applet is looking for messages that match all keywords or any of the keywords.

You can then choose an applet for if the message matches the keywords, and a different applet if it does not.

Keywords are not case sensitive.

Note that the Routing applet matches on the text of your keywords, not the word.

• You can use this to your advantage, the keyword "complain" would match "complaint" and "complaining" too.
• But it does mean that you should avoid short keywords that might be included in other words. The keyword "up", for example, would not only match the word "up" but also "soup", "unsupported", and "upset" (among many others). 

Queue

Availability: Basic

Use: Sends the message to an omnichannel queue.

Choose the queue and campaign (project) to send the message to.

Chatbot

Availability: Advanced

Use: Sends the message to a chatbot.

Choose the chatbot to route the message to.

Menu

Availability: Advanced

Use: Offers keywords to the sender, then routes based on their selection.

Create a list of keywords, to offer the sender, then use applets to direct the message depending on the message sender's reply.

Agent

Availability: Basic

Use: Transfer the message directly to an agent.

Click the drop-down list to select an agent to direct the message to. You can search the list if you have a lot of agents.

Select the campaign (project) to use for this session.

New contact

Availability: Advanced

Use: Creates a new contact for this session.

Choose the applet to proceed to afterwards.

Redirect

Availability: Advanced

Use: Redirect the call to another flow or LeadML document.

The URL of your Flows can be found in the Flows page.