Mapping users to specific sub flows in Zoom Virtual Agent

Zoom Virtual Agent enhances the user experience by triggering specific sub flows based on the page a customer visits. This feature allows the bot to provide a more relevant response based on the page context. Instead of starting at the main flow, the bot can go straight to the specific sub flow. For example, if a user visits a pet food page, the bot will take them directly to pet food-related support.

Requirements for mapping users to specific sub flows in Zoom Virtual Agent

Table of Contents

How to map users to specific sub flows using Campaign setting

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click AI Studio then Virtual Agents.
  3. Click the Campaigns tab.
  4. Click the display name of the campaign you want to edit.
  5. If the campaign isn't in a Draft status, click Save as Draft at the bottom of the page.
  6. Click Save New Draft to confirm.
  7. Next to Web Chat Flow or Bot, select Virtual Agent.
  8. Click the drop-down and select a bot flow.
  9. Click the second drop-down to choose a sub flow.
  10. Click Save.

How to map users to specific sub flows using URL start page

Using condition widget

In the bot flow, use the Condition widget together with the global_system.Engagement.startPage variable to route users to the appropriate sub flow based on their entry point. For example, if the URL contains ‘order-tracking’, always route the user to the order tracking subflow.

Note: To enable users to continue interacting with the bot after completing the subflow, use the Collect Input Exit setting to route them back to the Default flow.