Step Configuration

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How to Create a Step

A step can be configured either during its creation or after it has been created. This section details the process of creating a new step.

Step-by-Step Creation Guide:

1. Navigate to the FluxVolt (CRM) section in your dashboard.
2. Select an existing scenario or create a new one if needed.
3. Click the “New Step” button.

Upon clicking “New Step”, the step configuration modal will automatically open, allowing you to configure the properties of the new step immediately.

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Accessing Configuration for an Existing Step

To configure a step that has already been created, simply click on the desired step within your scenario. This action will open the step configuration modal, where you can customize its various properties.

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Common Settings

This section covers the essential and most frequently used settings to define the basic behavior of a step, available both during step creation and editing.

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Step Name

The display name of the step, visible on the FluxVolt board. Use a clear and concise name that represents the step’s function in the conversation flow.

• Example: “Initial Contact”, “Qualification”, “Finished”

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Responsible Agent

Defines which agent will be responsible for responding to conversations within this step. If no agent is selected, the conversation’s current agent will be maintained. This allows for directing specific conversations to specialized agents.

• Example: Select an agent from the dropdown list.

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Conversation entry condition for this step

Describe the condition that will cause a conversation to automatically enter this step. This can be based on the user’s last message, conversation TAGs, or variables.

• Important: For the first step of a scenario (index 0), this condition is not applicable, as conversations automatically enter it.
• Example: “Move the conversation to this step when the user asks about pricing.”

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Extra Prompt for the Responsible Agent

Provide an additional prompt that will be appended to the agent’s main prompt whenever it responds to a conversation in this step. This allows for providing contextual instructions to the agent, ensuring it behaves specifically for conversations in this phase of the flow.

• Example: “Instructions for the responsible agent only in this step: Prioritize customer satisfaction and offer discounts.”

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Activate Step Entry Message

Enable this option to define a message that will be automatically sent to the user whenever a conversation enters this step. This is ideal for greetings, important information, or initiating a specific interaction.

• Example: “Hello! Welcome to our support channel. How can I assist you today?”

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Advanced Settings

This section offers more granular control over the step’s behavior, allowing for automating actions and defining default settings for conversations.

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Step Required

If enabled, conversations in this scenario must necessarily pass through this step. This ensures that no conversation “skips” this important phase of the flow.

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Step for Removing Conversations

If enabled, conversations that enter this step will be removed from the active FluxVolt board. This is useful for finalization, archiving, or completion steps in a workflow.

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Request Contact Information

Enable this option for the agent to request contact information (name, email, phone) from the user when the conversation enters this step. You can specify which information you want to collect.

• Request Name: If enabled, the agent will ask for the user’s name.
• Request Email: If enabled, the agent will ask for the user’s email address.
• Request Phone: If enabled, the agent will ask for the user’s phone number.

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Activate Auto Next Step

Allows the conversation to be automatically moved to another step after a defined time. Ideal for automating time-dependent flows, such as follow-ups or escalations.

• Time to Auto Next: The time after which the conversation will automatically move to the next step. Can be configured in minutes, hours, or days.
• Next Step: The destination step to which the conversation will be automatically moved.

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Activate Default Conversation Settings

Enable this option to apply default status, priority, assignment, and tag settings to conversations entering this step. This helps maintain organization and standardization in conversation management.

• Default Status: Defines the default status for conversations in this step (e.g., ‘Resolved’, ‘Unresolved’, ‘Human Requested’).
• Default Priority: Defines the default priority level for conversations in this step (e.g., ‘Low’, ‘Medium’, ‘High’).
• Assignee Logic Type: Defines the logic for how an assignee will be set for conversations entering this step (e.g., ‘None’, ‘Specific User’, ‘Random among Selected’).
• Teams/Users for Assignment: Select the specific teams or users who will be eligible for assignment, according to the chosen assignment logic.
• Default Tags: Tags that will be automatically added to conversations entering this step. Useful for categorization and filtering.