Categories

In this article, you’ll find answers to the following questions:

• How are categories organized?
• How do I create a new category?
• How are journeys organized?
• How do I add a sample question?
• How do I create/edit a journey?
• Bonus: Tips & Tricks

How are categories organized?

When you open the "Categories" tab, you’ll see different boxes, each representing a specific type of journey. Even before you start creating your own journeys and categories tailored to your business, we provide you with a pre-defined set of e-commerce-oriented categories.

There are a total of 12 pre-configured categories, covering the most common e-commerce themes. Each category displays the number of deployed journeys versus the total number of available journeys.

How do I create a new category?

If you need to create a new category to better organize your dashboard, it’s very simple. To create this storage space for your specific theme, click on “New Category” at the top right of your screen.

Next, name your category and click “Validate”. Your category is now created and ready to be filled with journeys. If you made a mistake during creation, you can delete or rename it at any time by clicking on the three dots in the top right corner of the category box.

How are journeys organized?

Now that you understand the organization of categories, let’s look at how journeys are structured within them. As mentioned earlier, you’ll find a set of predefined journeys within the categories created by our team. These represent the most common questions encountered in e-commerce. The journeys themselves are empty, but the sample questions (questions that the agent recognizes and links to the journey) are already provided.

For example, in a journey designed to respond to the request "I want to track my order," you’ll find the following fields:

1. Language: The journey is deployed in French by default, but you can add other languages by clicking the three dots in the top right corner of the journey box and selecting “New Language”. A new journey template in the selected language will be created.

2. Trigger: Journeys can be triggered in two ways:

   • Sample Questions: Clicking on this section shows all the questions linked to the journey. These are the questions your virtual agent will recognize and associate with the "ecommerce-delivery-followorder" journey. The more sample questions you add, the better your agent will perform. (Refer to our article on learning for tips to optimize this.)
   • Welcome Button: You can also trigger journeys through a welcome button. This option adds a “Trigger” parameter, redirecting you to the Widget page (see our article on the Widget tab).

3. Last Modification: Displays when and by whom the last edit was made (if the editor has added a profile picture).

4. Status: Your journey will either be Published, Modified, or Unpublished. To deploy it on your site, it must be marked as Published. A journey marked as Modified has pending changes, while Unpublished indicates that the journey is saved but not yet live.

5. Edit: Clicking “Edit” lets you create or modify the journey’s responses. We’ll explain this in more detail below.

You can also search for journeys using the global search bar at the top of the Categories page by typing the name of the journey.

How do I add a sample question?

Before building journeys, let’s focus on improving your virtual agent by adding sample questions. To view sample questions for a specific journey, click on “Sample Questions”. Using the order tracking example, here’s what you’ll see:

Initially, you’ll see a list of sample questions and their respective languages. You can filter this list using keywords or by language.

To add a new sample question:

1. Click “New Sample Question” at the top right.
2. Enter the question text and select its language.
3. Click “Add Sample Question” to save it.

Alternatively, you can add questions through the learning process. Assign questions received from visitors that your agent didn’t recognize correctly to their respective journeys.

To delete a sample question, hover over it and click the X.

How do I create/edit a journey?

To create a journey, navigate to the category of your choice and click “New Journey” at the top right. Name the journey and assign it a language. The journey will then appear like the pre-configured ones, and you can edit it by clicking “Edit”.

When editing, here’s how the page is structured:

• Top Left: Journey name and a back arrow to return to the category.
• Top Right: A status box (e.g., Unpublished). Deploy the journey by clicking this box once you’re finished. Changes are auto-saved in the meantime.
• Zoom Options: Zoom in or out to get an overview of the journey layout.

You’ll find three primary tools to construct response flows:

1. Add a Text Response: Use this for basic text responses. Move, duplicate, or delete these blocks as needed.

2. Add Quick Reply Buttons: This tool guides visitors by providing predefined responses. Customize button labels and actions by clicking on the block.

3. Switch to Another Journey: Redirect visitors to another journey. Select the target journey from the list when configuring this block.

Important:

• The Start block represents the visitor’s entry point. It cannot be deleted and must be connected to your first block.
• Test journeys using the Test button at the bottom right before publishing.

Bonus: Tips & Tricks

• Note: Formatting (e.g., bold or line breaks) isn’t supported in button texts.