In this guide, we will look at how you can:

  • Add and Remove Scenario
  • Edit touch-points
  • Add or remove follow-up touch-point(s)
  • Update similar Scenario
  • Publishing your Conversation Flow

Add and remove Scenario

To add a scenario, click on “Add a Scenario”.

Select a Scenario to add from the available options.

To remove a scenario, click the bin icon at the top right of the selected scenario. This will automatically remove any scenario following this one.

Edit touch-points

Hover your cursor over the scenario that you would like to edit touch-points, and click 'Edit Emails’.

This will bring up the touch-point editor panel and the preview panel.

In the editor panel, you can customize your message in several ways:

  • Subject editor: Edit the subject of your email.
  • Message editor: Configure your message here.
  • Insert merge tag: To customize your message, you can insert a merge tag. Put your text cursor where you would like to include a merge tag, and click on "{...}" at the bottom right to select the relevant merge tag. You can also add new merge tags by adding Custom Fields in Customize Assistant.
  • Insert image: You can insert an image into your message.
  • Add attachments: You can include an attachment to your AI Assistant's email.

When your touch-point is ready, click "Save Email" to save your changes.

In the preview panel, you will see a preview of the messaging with the merge tags filled with sample lead information, and your AI Assistant's signature appended.

Add or remove follow-up touch-point(s)

To add a follow-up touch-point, select "Add Follow-Up Email" below the previous touch-points save button.

This will create a new touch-point editor where you can customize the messaging and set schedule.

  • Send Schedule: Configure when your AI Assistant will send the message. The days are counted as work days from when the previous email touch-point was sent
  • Send As: By default, your AI Assistant sends subsequent emails as replies to the original email thread, which is the recommended behavior. You can change this by selecting "A new thread" and setting a new email subject.

To remove a follow-up touch-point, click on the red "bin" icon of the selected touch-point.

Updating similar Scenarios

You will notice that as more scenarios are added and your conversation flow gets larger, there will be scenarios that are repeated. You may see multiple similar scenarios, such as "Lead is Not Interested", "Lead is Qualified", "Lead Requests for Information" etc., in your conversation flow.

By default, your latest messaging for your selected scenario is replicated (and all its touch-points) to similar scenarios in the same conversation.

Publishing your Conversation Flow

You will need to publish your conversation flow before it can be used in a campaign.

You can review your changes before publishing. Once you have finalized your Conversation’s scenarios and messaging, click "Publish" at the top right of the conversation flow’s page to use begin using it in a campaign!

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