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Building bots effectively improves customer service by deflecting the most repeated customer questions while enabling your agents to work on the more complex questions that require human input. By validating actions in the bot flow, we can keep the customer's input focused, streamline the customer experience, improve engagement, and prevent dead-end conversations.
What is Action validation?
Action validation provides the framework for how a bot should move through its flow for customer conversations. This includes identifying if an Action can be used at a specific point in a bot flow. This helps keep the conversation streamlined and prevents dead-ends in the bot flows.
Actions set up at the end of a bot flow are terminal actions; Validating these terminal actions is done through Terminal Action Validation. This could include assigning a conversation to an agent or transferring to Answers or Natural Language. These terminal actions are usually not accompanied by conditions as the user cannot control their outcome.
What are the supported terminal action validations in the Freshchat bot builder?
Terminal actions include "Transfer to Natural Language" (or "Transfer to Answers"), "Make available for assignment", and "Assign to group" actions.
- One of these actions must be present at the end of each bot flow, and Conditions can not be configurable on these actions.
- However, the "Transfer to Natural Language" (or "Transfer to Answers") action requires mandatory input for customers to offer the right input for the Natural Language (or Answers) module.
- The "stop conversation" action is replaced by the "resolve conversation" to align with the conversational flow in Freshchat.