July 7th, 2024

Preview & test the conversational experience

We’ve included the possibility to preview and test the conversational experience while you are building it in Flow Builder. As you can see in the image below, we’ve added a new button on the top-right corner to open the preview.

When you click on it, you will see that you can test the experience in web chat by default.

If you want to test it in WhatsApp you could add a WhatsApp Playground integration and then will be added to the preview list.

Once you click on the web chat, a new window will be opened and you will be able to test the conversational experience you’ve defined on Flow Builder.

Take into account that to preview the last changes you have to Save your conversational flow.

Above the web chat, you can choose the language and country in which you want to test, and restart the conversation to start from the beginning.

When the experience has handoff, the case will not be created, but it will inform you that the action has been performed correctly through a message specifying the queue in which it would be generated, so you can make sure that the cases arrive at the desired queue.

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User feedback on knowledge base response

Now you can add thumbs up & down feedback buttons next to the knowledge base generated message in web chat channel, this way when the user receives an answer from the knowledge base, she/he will be able tell you if the information provided has been helpful or not.

To activate it, select the knowledge base component in the Flow Builder, when the right panel opens you will see a new switch called “Ask for user feedback”.

Once you activate it, you'll see thumbs up and thumbs down added to the component in the flow board, so you can identify at a glance whether it's activated or not.