Bot flows are built using widgets. Widgets are like lego pieces that you connect to create the customer experience. Each widget performs different actions — some are customer facing and some are data actions. To build a bot flow, you can select widgets and connect them together using circle nodes or exit steps.
Here are the types of widgets in Zoom Virtual Agent and what they do:
Start: This widget serves as an entry point to your bot flow. This widget can be used to link to any other widget in the flow. For example, you could use the Start widget to link to a Send Media widget to send a welcome message to the user, or to a Collect Input widget to ask the user a question.
Send Media: This widget allows you to send the users texts, images, or videos. It can send up to 5 texts, images, or videos using a single widget. This widget can be used to link to any other widget in the flow. For example, you could use the Send Media widget to send a link to a product page, and then use a Collect Input widget to ask the user if they have any questions about the product.
Collect Input: This widget allows you to send the user a prompt message and looks for a reply. This widget can be used to link to any other widget in the flow. For example, you could use the Collect Input widget to ask the user a question, and then use a Match Intent widget to route the user to the next widget based on their response.
Route To: This widget allows you to route the user to a live agent support via third party support channel or to Zoom Contact Center, or to another Bot.
Match Intent: This widget allows you to send the users text (prompt message) and have the bot look for the user's text input to look for intents. This widget can be used to link to any other widget in the flow. For example, you could use the Match Intent widget to route the user to a Send Media widget to send a specific response based on the user's intent, or to a Collect Input widget to ask a follow-up question.
HTTP Call: This widget can request information from an external data source. This becomes even more powerful when the widgets are combined with variables. This widget can be used to link to any other widget in the flow. For example, you could use the HTTP Call widget to get information from an external data source, and then use a Send Media widget to send the information to the user, or to a Collect Input widget to ask the user a question about the information.
Script: This widget allows developers to build actions on their own with Javascript without the UI. This widget can be used to link to any other widget in the flow. For example, you can use the Script widget to validate input from the user, and then use the Condition widget to check if the input is valid. If the input is valid, the user can be routed to the next widget in the flow.
Condition: This widget routes the user to a next widget based on the presence of a variable. This widget can be used to link to any other widget in the flow. For example, you could create a Condition widget that checks if the user's email address is valid. If the email address is invalid, you could route the user to Collect Input widget to asks them to enter their email address again.
Set Variables: This widget stores information to customize your bot experience. This widget can be used to link to any other widget in the flow. For example, you could use the Set Variables widget to store the user's name, and then use a Send Media widget to greet the user by name.
Survey: This widget allows admins to set up a post-bot survey experience at the flow level. It enables the capture and storage of survey responses provided by consumers when an engagement survey is linked to a flow. For example, after completing the virtual assistant interaction, users are prompted with a post-bot survey experience to provide feedback on their experience.
Assembling various widgets together creates a pathway towards end-user resolution or escalation, if required. For example, you might start with a Start widget, followed by a Collect Input widget to gather user information. Based on the user's response, you can use a Condition widget to determine the next step. If the condition is met, you might use Send Media widget to provide information, or use Route To widget for live agent support if necessary. Throughout the flow, you can use Set Variables to customize the experience based on user data. The options are limitless, so you can design a user journey that meets the specific needs of your users.