Potential Issues When Using Controlled Flow "Inputs"

1. Buttons

Currently, the "Buttons" Input does not work in ClaudIA. Even though tests work in the Controlled Flow workspace, this feature is not supported by ClaudIA.

In this case, we recommend using a Bubble - Text listing, in a numbered format, the response options available to the user, followed by a Logic - Condition:

2. Placeholder

The "Placeholder" field found in the "Input" cards allows the Controlled Flow to automatically capture a piece of data that the customer has already sent in the chat to ClaudIA, without having to ask for it.

To do this, simply fill in this field with a description of the data being collected. When this field is filled in, it works as a prompt for an automatic search in the ticket. For example, if you write "User's e-mail", whenever there is an e-mail in the ticket, the Controlled Flow will identify it automatically and assign it to the defined variable. As a result, the response of the interactive section is not triggered, preventing the information from being requested twice.

Variable Collection

1. Default Variables

These are the variables that ClaudIA automatically sends to Controlled Flows. They all arrive in text format (string). Some may come in empty (when that information does not exist in the conversation), while others always have a defined value.

• helpdeskId
  Identifier of the ticket in your help desk. Used to locate a specific ticket.

• cloudChatId
  Unique code of the conversation in CloudChat. Always present, since it identifies the conversation.

• activeIntent
  Intent (topic) detected in the current conversation. If no intent is identified, the value will be DEFAULT.

• channelType
  Source channel of the conversation. Possible values:

  EMAIL WHATSAPP SMS CHAT FORM FACEBOOK INSTAGRAM NO_TYPE_PROVIDED

• language (may be null)
  Detected language of the conversation. Possible values:
  pt-BR en es fr de it ja ko zh ru ar hi nl sv da fi pl tr

• createdAt
  Date and time when the conversation started.

• frustrationScore
  Customer frustration level, automatically calculated by ClaudIA. 0 means no frustration, while higher values indicate greater dissatisfaction, according to the project's configuration.

• abKey (may be null)
  Key used in A/B tests. Not every conversation goes through a test, so it may not exist.

• lastUserMessages
  Last messages sent by the customer since the agent's last reply.

• messages
  Complete conversation history in text format, structured like this:

  USER: message
  AGENT: message
  

For this information to be used by the Controlled Flow, no additional integration is required. Just create a "Condition" card, as in the image below:

2. Variable extractor

By default, Controlled Flows are built to ask the customer for all the information needed (such as order number, e-mail, etc.) to complete a request. However, this information has often already been provided earlier in the conversation. This can lead the Controlled Flow to ask for it again, causing a poor user experience.

We developed a variable extractor capable of analyzing the conversation history, collecting the required data and sending it to the Controlled Flow at activation time, removing the need to ask customers again.

Characteristics:

• The extractor checks the Controlled Flow dynamically to find out which variables need to be collected.

• The extraction is performed by GPT, through a prompt defined within ClaudIA's own code.

• The collected data can be reviewed in the panel audit.

Settings:

The configuration is done inside the Controlled Flow. For a variable to be extracted, the following conditions must be met:

• There must be an input block with the placeholder filled in, describing the variable (e.g.: Order number in the IN-XXXXXX format).

• The variable must be preceded by an is set conditional, which checks whether it has a value filled in or not. This way, we can control what happens in the flow if it has already been filled in by the extractor.

Controlled Flow Activation by ClaudIA

1. How a Controlled Flow is triggered

A Controlled Flow is triggered by ClaudIA through the "section used" feature, detailed in this article.

Step by step:

1. The user sends a message;

2. ClaudIA analyzes the "responses" of the available sections;

3. ClaudIA activates the Controlled Flow of the section whose "response" best matches the customer's message;

4. If ClaudIA selects two Controlled Flow sections, the Controlled Flow of the section with the highest score will be triggered.

2. How to hide the "response" of the interactive section

For the "response" to be omitted, the Controlled Flow needs access to the first variable collected in the flow. For example, if the "response" contains the text "What is your order number?", ClaudIA will omit this question if the user has already provided the order number.
For this mechanism to work, you must fill in the "Placeholder" field in the variable collection card.