You can complete the construction of the session service process through drag-and-drop module combination.
Start Module and System Parameters
The start module automatically appears in the canvas as the first module of the session service process and cannot be deleted. The system parameters provided in the start module can be referenced in other modules.
Critical Parameter
Description
Sample code
${WaitNo}
Number of users queued ahead of the current user
Currently there are ${WaitNo} people in queue. You may continue to wait or consult at a later time.
${StaffNo}
User's access to a customer service representative's employee number
The transfer has been successful; customer service number ${StaffNo} is at your service.
${StaffNickName}
The public alias of the customer service representative to whom the user is connected
Transfer successful; ${StaffNickName} is here to assist you.
${ClientAppID}
The channel ID of the online customer service
Used in tandem with API calls, it ascertains the user's consultation access point
${ClientAppName}
Channel name of the online customer service
Used in tandem with API calls, it ascertains the user's consultation access point
${SystemClientUserID}
User's UserID
Used in conjunction with API calls to query user profiles via UserID in the back-end business
Service time module
This is used to set the working hours of human customer service. The user sessions entering during working hours and non-working hours can be directed into different reception processes.
Message sending module
This module is employed for dispatching text messages to users, usually as a welcoming greeting.
Critical Parameter
Description
Example
Tag
You can customize the name of this module
Welcoming language
Message body
Text messages that need to be sent to the user
Hello, welcome to consult, what can I assist you with?
Branch module
The branch module is used to divert different service type demands from users.
Navigation menu
Applicable Channels: Websites, H5, Apps with embedded H5, WeChat Official Account (Service Account), WeChat Customer Service.
Implementation Effect: Users can click on the menu to navigate to different sections, as the following image shows.
Parameter Description
Critical Parameter
Description
Sample code
Tag
You can customize the name of this module
Service branch
Message text
Guide for users to the keyboard menu prompt
Please select the service you require
Prompt when input is incorrect
Prompt for user keystroke error
Your input is incorrect, please re-enter
Branch
The user's push-button interface allows the addition or deletion of any branch menus
Presales service
Post-sales service
The configuration parameters for menu navigation are illustrated in the figure:
Response to keyword navigation
Applicable Channels: WeChat Official Accounts (Subscription)
Functional Result: Users can reply with different keywords to enter different navigations.
Parameter Description
Critical Parameter
Description
Sample code
Tag
You can customize the name of this module
Service branch
Message text
Guiding phrase for users to respond with corresponding keywords
Please select the service you require
Prompt when input is incorrect
Prompt when the user's response is incorrect
Your input is incorrect, please re-enter
Branch
User replied keyword branch
For presales service, please reply with number 1 or 'presales'
For aftersales service, please reply with number 2 or 'aftersales'
Transfer to agent module
Transfer to agent module is designed to transfer the session to the pertinent skill group. The system allocates the session based on the agent status within the skill group and the priority of the agent within the skill group, generally after connecting to the branch module.
Collect information module
Collect information module prompts users to input information via prompts. The user-entered information will be stored in the designated variable names. Form types support the collection of text and options.
An Information Gathering Node generally needs to be connected to an Interface Call Module afterwards. It provides the information gathering variable to the third-party system interface in the form of a parameter, achieving the following effect:
Interface call module
The interface call module supports third-party systems to inject custom business parameters into the IVR process through the mode of configuring HTTP API interface calls. Other module nodes in the IVR process can use these business parameters.
Maximum error count: It will retry after the interface call fails. This configuration allows for a certain number of unsuccessful interface attempts
Timeout period: This specifies the timeout period for each interface call
Default value: If the interface call fails, a default value will be assigned to the variable.
Note:
In the event where all API calls fail, the system will automatically proceed to the next node.
API Request URL: Any customer URL that supports public network access
METHOD: POST
Content-Type:application/json;charset=utf-8
request:
Parameter
Type
Description
Request Parameter 1
String
Request parameters specified in IVR configuration
Request parameters 2
String
Request parameters specified in IVR configuration
Request parameters N
String
Request parameters specified in IVR configuration
Supported system parameters:
Parameter
Type
Description
${SystemSessionId}
String
Conversation ID
response:
Parameter
Type
Description
Response Parameter 1
String
Specified return parameters in the conversation service flow configuration
Return Parameter 2
String
Specified return parameters in the conversation service flow configuration
Return Parameter N
String
Specified return parameters in the conversation service flow configuration
Example:
After collecting the customer's mobile phone number through information collection, pass the mobile phone number to the third-party system through the interface call, and after querying the customer's score, inject the score into the IVR.
https://www.customurl.com/fetchVariables
Request
{
"Phonenumber":"008618621500000"
}
Return
{
"Score":"95"
}
Condition judge module
This module adds various conditional branches through configurations, allowing for logical routing in conjunction with system parameters and business parameters injected from the parameter passing module. The supported operation syntax for conditional branches includes judgments: equals, not equals, greater than, less than, greater than or equal to, less than or equal to, and logical conjunction.
Default Branch: This is a specialized kind of branch, offering a fail-safe function. If all branch logic judgments fail, the system will default to this branch.
1. Through the API invocation module, course parameter values are injected.
2. Conditional judgment module divides the course into three types, taking three different branches respectively.
The examples are as follows:
Customer service robot module
By adding a customer service robot node in your service flow, you can reduce the workload of human customer service while responding to user queries quickly and accurately. You can select the bot you created at the Instant Messaging Console in this module. For robot configuration, please refer to the Robot Operation Guide.
End module (automatic termination upon timeout)
The end module is automatically displayed last on the IVR canvas and cannot be removed. Typically, it is connected after the transfer to human module. In the termination module, you can set the time for automatically ending the session after the user answer timeout, as well as the auto-termination message and human service termination message.
Note
User response timeout means that when the customer service representative sends a message to the user, and the user doesn't reply within the set time.
Yes
No
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