How to get there
- Select TEMPLATES from the side menu.
- Select a template.
- Select the Modules Tab.
- Select Text from the side menu.
The Text Assistant consists of an unlimited number of elements that are connected to each other via action buttons. Each element can link to other elements, but also to other modules, or even external URLs. If an element is not referenced by any other element (picture), it means that code users have no action buttons available to reach it. However, depending on the element's settings (picture), it is possible that code users can still find it via the search function (video).
Note: If you want an element to be inaccessible to code users, make sure that it is not referenced and cannot be found using the search function.
Each element consists of a title, a body, and action buttons, and can be customized.
- The title is the heading of the element, but can also be used to ask a question.
- The body offers space for descriptions, instructions, images, videos, and more.
- The action buttons are necessary for code users to navigate through the Text Assistant.
There are four types of elements:
- YES / NO QUESTION
Specialty: Two action buttons, preset with "Yes" and "No"
- MULTI ANSWER QUESTION
Specialty: Customizable action buttons
- STEP BY STEP GUIDE
Specialty: Numbered lists
- Q & A GUIDE
Specialty: Bulleted lists
The Elements List
Every new element is added to the list. With the exception of the top position (1.), the order of the elements is not relevant. Feel free to rearrange them (drag & drop) in an order that works best for you. Note, however, that the top element will always be the starting point of the Text Assistant. It will appear after the code user clicks the module button on the main menu (picture).
To the right of the elements list, there is a preview section in which you can see what your content looks like from the users' perspective.
You can use it in different ways:
- To see the content you are currently working on: When you select an element from the element list, it is displayed in the preview.
- To test your Text Assistant: Use the simulation like a real smartphone to click through your created content and review it.
If you want to find an element that is being previewed, click REVEAL
Creating the Text Assistant
Before you start
- Think about what content you want to make available (e.g., "Instructions", "Troubleshooting", "Customer Support"), and how it should be structured.
- Gather information and material such as user manuals (ideally in digital form), images, and videos.
How to add a new Element
- Click on +ADD ELEMENT
- Select the type of element you want to add.
- Enter a title and click NEXT.
- Now you can design the body as you like, e.g. with texts and media files.
- Click +ADD ACTION to add a new action button. Enter a title and choose the next step from the drop-down menu. Note: If you don't create action buttons, code users will see a "Back" button by default.
- If you want code users to be able to find this element using the search function, check the box.
- Click SAVE.
The Action Buttons
When creating action buttons, it is important to consider both of their functions:
- Allowing code users to answer questions.
- Taking code users to the next step.
Note: The text on an action button does not have to match the title of the element it references (picture).
In the drop-down menu you can find all available "next steps", organized by category:
- + Create Element
Create a new element that will be referenced here.
Code users will be taken to the previous step.
- Back to Home
Code users will be taken to the main menu (picture).
Enter the URL of an external website.
When code users click the action button, this website will open in a new tab.
Enter an email address.
When code users click the action button, their e-mail program will open, and a new email to this recipient is started.
- Phone Call
Enter a telephone number.
When code users click the action button, a phone call to this number is started.
- Text Message
Enter a telephone number.
When code users click the action button, a text message to this number is started.
- Ticketing - Default
Code users are taken to the Default Creation Flow (picture).
- Custom Ticket Creation Flows
Code users are taken to the selected Ticket Creation Flow.
Code users are taken to the selected Text Assistant Element.
- Concierge Elements & Groups
Code users are taken to the selected element or group.
- Video Sessions
Code users are taken to the Video Session Request Flow.
The first Element
We recommend starting with an element that provides an overview of all your content and divides it into categories. This will make it easier for code users to find what they are looking for.
Code users can use the magnifying glass to the right of the title to access a search function. To highlight this function, a search bar can be displayed in the first step or as a separate step in front of it. You can specify this via the Entrypoint settings (video).
The following Elements
Picture the structure of the Text Assistant as a tree with many branches. The first element is the trunk, and with its action buttons, you have already determined the first level of branches. We recommend that you proceed by creating all the elements that belong to one of these branches. Once you're done, move to the next branch.
Tips & Tricks
- Initially, when you don't have many elements in your list yet, you will have trouble selecting the next steps for your action buttons. However, instead of not creating action buttons, we recommend filling in "Back" or "Back to Home" as placeholders. Just be sure to change these references once you have added the missing elements.
- If you are about to add multiple elements that are rather similar, take advantage of the duplicate function (picture). Just create one version and make as many copies of it as you need. Then make the necessary adjustments to each element individually.
- Change the order of action buttons using drag & drop.
- Add a "Back" button to every element (picture). While it's always possible to use the arrow in the top left corner of the screen, we've found that this additional action button makes navigation more user-friendly.
- Use the Preview to check your work from a code user's point of view. If you find an element you would like to change, click REVEAL IN EDITOR to be taken directly there (video).
- Use the SHOW REFERENCE buttons to jump back and forth between your elements (video).