Configuring Suggestions and Workflow Mapping in the Live Chat Widget

Suggestions in the Chat Widget Admin Settings can be configured to appear with the welcome message in the Live Chat widget. When a visitor selects a suggestion, its mapped value automatically triggers the associated workflow before the conversation is created, enabling guided routing, faster resolution and consistent engagement from the first interaction.

Configuration Steps

Enable and Configure Suggestions for the Widget

1. Navigate to Admin > Live chat
   
   
2. Select the widget you want to edit, or click Add Widget to create a new one.
3. Go to Chat Experience > Start Chat Configuration.
   
   
4. Select the Initiate conversation without filling out a form.
5. Enable suggestions and configure the suggestions. Each suggestion has:
   • Label: Text shown as a button in the widget
   • Value: Unique key used to trigger and route the workflow
     
     

Map Suggestion values to Workflows in Chat Automation

Go to Admin > Chat Automation > Workflows. There are two ways to use suggestion values in workflows:

1. Route at Conversation Creation (Entry Condition)

1. Create a new workflow (or edit an existing one) that runs on Conversation Creation.

   • Add Workflow
     
     
   • Edit Workflow
     
     

2. Add a condition based on the Suggestion Value:

   • Choose the suggestion value field from the dropdown.
   • Set the condition operator (Equals).
   • Enter the specific suggestion value (e.g., flight_booking).
     
     
     
     The conditions can also be edited using the Edit Workflow option.
     
     

3. Define the resulting actions (e.g., auto‑reply, data capture, assignment).
   

   

4. Publish the workflow.

This approach triggers different workflows depending on the selected suggestion value when the conversation is created.

2. Branch Inside a Single Workflow (Internal Flow)

1. Create or open a Conversation Creation workflow that applies broadly (with or without other entry conditions).
2. Within the workflow, add a conditional branch on Suggestion Value.
3. Select the Branching > Branching via conditions in Edit option.
   • Condition: Suggestion Value Equals
   • Add separate branches for each value you support (e.g., flight_booking, hotel_reservation).
     
     
     
     
     
4. In each branch, define tailored steps (e.g., prompt to select journey type, prompt to select the hotel name).
   
   
5. Publish the workflow.

This approach centralizes logic in one workflow and branches internally by suggestion value.

What Visitors See in Widget

1. Before chat starts, the welcome message shown with suggestion buttons.
   
   
2. When the visitor clicks a suggestion, its value is passed to the workflow engine.
3. The mapped workflow (or branch) runs immediately, then the conversation is created and proceeds per your design.