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 the step (e.g., ‘Resolved’, ‘Unresolved’, ‘Human Requested’).
• Default Priority: Defines the default priority level for conversations in the step (e.g., ‘Low’, ‘Medium’, ‘High’).
• Conversation IA Control: Controls whether AI is enabled, disabled, or left unchanged for conversations entering the step.
• Default Tags: Tags that will be automatically added to conversations entering the step. Useful for categorization and filtering.
• Default Tags to Remove: Tags that will be automatically removed from conversations entering the step. This helps in cleaning up tags that are no longer relevant.
• Assignee Logic Type: Defines the logic for how an assignee will be set for conversations entering the 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.

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Z-Api Notification

This feature enables the sending of customized messages to a defined number via Z-Api as soon as a conversation enters the step. It’s perfect for notifying managers or external teams about important events in the flow. To use this, you must have an agent with Z-Api active in your organization.

• Z-Api Agent: Select the Z-Api enabled agent that will be used to send the notification.
• Phone Number for Notification: Define the destination phone number that will receive the message.
• Notification Message: Write the message content. You can use custom variables like {user-name}, {conversation-id}, etc., to include dynamic data from the conversation. A complete list of variables is available here.
  • Example: The user {user-name} has just reached the "Sales Handoff" step.

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Webhook Settings

This section allows you to configure webhooks that will be triggered when a conversation enters this step. Webhooks are useful for integrating with external systems or services, enabling real-time data exchange.

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Webhook Payload

The webhook is triggered with a POST request containing a JSON payload with the following structure:

• eventType: STEP_ENTERED - The type of event that triggered the webhook.
• conversationId: string - The unique identifier for the conversation.
• scenarioId: string - The unique identifier for the scenario.
• scenarioName: string - The name of the scenario.
• stepId: string - The unique identifier for the step that was entered.
• stepName: string - The name of the step that was entered.
• organizationId: string - The ID of the organization.
• channel: string - The channel through which the conversation is happening (e.g., ‘WhatsApp’, ‘Telegram’).
• conversationStatus: string - The current status of the conversation (e.g., ‘Resolved’, ‘Unresolved’).
• conversationPriority: string - The priority of the conversation (e.g., ‘Low’, ‘Medium’).
• assignee: string (optional) - The email of the user assigned to the conversation.
• isAiEnabled: boolean - Indicates if the AI is active for the conversation.
• userName: string (optional) - The name of the contact.
• agentId: string - The ID of the agent associated with the conversation.
• agentName: string - The name of the agent.
• userEmail: string (optional) - The email of the contact.
• userPhoneNumber: string (optional) - The phone number of the contact.
• summary: string (optional) - A summary of the conversation.
• createdAt: string (ISO 8601) - The timestamp when the conversation was created.
• frustration: number (optional) - The frustration level of the conversation.
• tags: string[] - An array of tags associated with the conversation.