Potential Issues When Using Eddie's "Inputs"

1. Buttons

Currently, the "Buttons" input does not work in ClaudIA. While tests are successful in Eddie's workspace, this feature is not supported by ClaudIA.

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

2. Placeholder

The "Placeholder" field within "Input" cards allows Eddie to automatically capture data that the customer has already sent in chat to ClaudIA, without needing to ask again.

To do this, simply fill in this field with a description of what data is being collected. When filled, it acts as a prompt for automatic search in the ticket. For example, if you write "User's Email," Eddie will automatically identify an email in the ticket and assign it to the defined variable. Consequently, the response in the interactive section is not triggered, avoiding duplicate requests for information.

Variable Collection

1. Default Variables

These are variables that ClaudIA automatically sends to Eddie's flows. All are in string format. Some may be empty (if the information isn't available in the conversation), while others always have a value.

• helpdeskId
  Ticket identifier in your help desk. Used to locate a specific ticket.

• cloudChatId
  Unique code for the conversation in CloudChat. Always present, as it identifies the conversation.

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

• channelType
  Origin channel of the conversation. Possible values:

  EMAIL WHATSAPP SMS CHAT FORM FACEBOOK INSTAGRAM NO_TYPE_PROVIDED

• language (can 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 indicates no frustration, higher values indicate greater dissatisfaction, based on project settings.

• abKey (can be null)
  Key used in A/B testing. Not all conversations are tested, so it may not exist.

• lastUserMessages
  Last messages sent by the customer since the last agent response.

• messages
  Complete conversation history in text format, structured as:

  USER: message
  AGENT: message
  

No additional integration is required for Eddie to use this information. Simply create a "Condition" card, as shown below:

2. Variable Extractor

By default, Eddie's flows are designed to request all necessary information from the customer (such as order number, email, etc.) to fulfill a request. However, this information is often already provided earlier in the conversation. This can cause Eddie to ask redundant questions, leading to a poor user experience.

We developed a variable extractor capable of analyzing the conversation history, collecting the required data, and sending it to Eddie at activation, thus eliminating the need to ask customers again.

Features:

• The extractor dynamically checks Eddie's flow to identify which variables need to be collected.

• Extraction is performed by GPT, using a prompt defined within ClaudIA's code.

• Collected data can be reviewed in the Hub audit.

Configurations:

The setup is done within Eddie's flow. For a variable to be extracted, the following conditions must be met:

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

• The variable must be preceded by an is set conditional, which checks if it has a value or not. This allows control over the flow depending on whether the variable has already been filled by the extractor.

Eddie Activation by ClaudIA

1. How An Eddie Is Triggered

An Eddie is triggered by ClaudIA through the "section used" feature, detailed in this article.

Step-by-step:

1. User sends a message;

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

3. ClaudIA activates the Eddie for the section with the most appropriate "response" to the customer's message;

4. If ClaudIA selects two Eddie sections, the one with the highest score will be triggered.

2. How to Hide the Interactive Section's "Response"

To omit the "response," Eddie 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 suppress 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.