Omnichannel Text to Field Mapping in BoldDesk Workflows

BoldDesk supports omnichannel text input mapping within workflows. This feature ensures that user responses are captured accurately and mapped to the correct chat fields, improving data consistency, automation reliability, and workflow execution.

Supported Field Types

Workflows can map user inputs to the following field types:

• Text (short or long)
• Numeric
• Decimal
• Date
• Regex (pattern-based validation)
• Single-choice
• Multi-choice

This structured approach guarantees validated data collection for downstream processing.

How to Map Text Inputs to Workflow Fields

Follow these steps to configure text-to-field mapping in BoldDesk workflows:

Step 1: Access Workflow Settings

• Navigate to:
  Admin → Chat → Chat Automation → Workflows
  
  
  
  
  

Step 2: Add a Workflow

1. Select the relevant workflow trigger from the list.
2. Click Add Workflow.
   
   
   
   
   
3. Provide:
   • Workflow Name
   • Brand
   • Source (must be Omnichannel)
     
     
     
     
     

Step 3: Configure Workflow Designer

1. Add conditions if needed, then click Next.
2. In the Workflow Designer, click the (+) Plus icon to add components.
3. Select User Inputs → Input to collect data.
   
   
   
   
   

Configuring Input Types

Short Text Input

• Message: Text shown to the customer.
• Optional Button: Allows skipping input.
• Mask for Agent: Displays masked characters for agents.
• Field Configuration:
  • Use temporary fields for internal workflow storage.
  • Configure API Field Name and validation rules (e.g., character limits).
    
    
    
    
    

Get Date Value

• Provide a message that includes the date placeholders. This value can also be masked for agents if the mask option is enabled.
  
  
  
  
  
  
  
  
• Configure field validations.
• Click Update when done.

Final Steps

• After configuring all inputs, click Publish and Activate to make the workflow live.
  
  
  
  
  

Customer Experience

Once published:

• The configured text-to-field mapping appears in the chat interface.
• Users provide structured responses, ensuring smooth automation.
  
  
  
  
  
  
  
  

Best Practices

• Use clear messages for user prompts.
• Apply validations to prevent incorrect data entry.
• Leverage temporary fields for intermediate workflow logic.

Frequently Asked Questions (FAQs)

Q1: Can I reuse user input in multiple workflow steps?
Yes, by storing values in temporary fields.

Q2: What happens if the user skips input?
If Optional Button is enabled, the workflow continues without that data.

Q3: Are regex validations supported?
Yes, regex can enforce patterns for text inputs.