Commerce

With eva you can use ready-to-use agent templates o create a and adjust the agent's messages to your needs. Available in Spanish, English and Portuguese

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This virtual agent is focused on e-commerce, featuring the following 18 flows:

  • Authenticate user

  • Buy journey

  • Returns and Exchanges

  • Order status

  • Cancel order

  • Close chat

  • Customer satisfaction survey

  • Customer service

  • End

  • FAQ

  • Find stores

  • Greetings

  • Menu

  • Not expected

  • Suggestion or complaint

  • Swear words

  • Talk agent

  • Talk to an agent jump

This feature includes Intents, Entities and all the other eva cells, such as Answer, Service, Jump, Input, Code and Rule.

☝️ Just a reminder: the purpose is to help you build your virtual agent faster with ready-to-use flows and use cases using the best UX writing practices, as well as the best practices for using eva.

Important:

  • Agent Templates can be used as a solid foundation, but customization is essential for aligning with your business needs. Note that personalization involving your web service, page links, etc., is necessary. Explore our documentation to learn more about how to use eva.

  • This feature is available for versions starting from 3.4

  • This template was built for the Whatsapp channel

Using Agent Template flows

Keep in mind that this is a template, so make sure to tailor the information to suit your specific business requirements.

Learn more about each flow below:

Authenticate user

Jump flow to execute user authentication. After the last cell it'll return to its origin.

Buy journey

Flow branching in three different options of paths to buy items. It uses dynamic content and transactional answers to deliver a customized catalog.

Important:

  • This flow has Transactional Answers. Make it sure you have enabled the Transactional Answer switch and paste a webhook in the corresponding field.

  • The webhook in the Service cell or Transactional Answer cell in this Agent Template is fictitious. If you need more information regarding services, please read more about Service cell.

Order status

Flow to track order status.

Cancel order

Returns and Refunds

Flow with returns, refunds and exchange policies and jump to the live agent flow.

Customer Satisfaction

It corresponds to the CSAT, an evaluation of the virtual agent's satisfaction index, which appears whenever the user decides to close the chat.

Important:

  • This flow has Transactional Answers. Make it sure you have enabled the Transactional Answer switch and paste a webhook in the corresponding field.

  • The webhook in the Service cell or Transactional Answer cell in this Agent Template is fictitious. If you need more information regarding services, please read more about Service cell.

Customer service

Flow to trigger customer service.

Close chat

Jump flow to say goodbye to the user.

End

A very simple flow asking if users want to end the chat.

Find stores

Flow to help users find the nearest store. It uses Service cell to trigger the GPS system.

Important:

  • This flow has Transactional Answers. Make it sure you have enabled the Transactional Answer switch and paste a webhook in the corresponding field.

  • The webhook in the Service cell or Transactional Answer cell in this Agent Template is fictitious. If you need more information regarding services, please read more about Service cell.

FAQ

Simple flow to assist users that have some frequently asked questions.

Greetings

Basic flow with for users greeting the virtual assistant.

Suggestion or complaint

Flow for those who wish to make a complaint or a suggestion.

For better disambiguation, the flow uses technical cells, such as Code, Rule, and Service.

Important:

  • The webhook in the service cell of this Agent Template is fictitious. If you need more information regarding services, please read more about Service cell.

Swear words

Educational flow to help change the course and tone of the conversation.

Talk to an agent

Flow used for when the user directly ask the intention to talk to an agent.

Talk to an agent jump

Flow used for when, in a flow, the user ask the intention to talk to an agent.

For better disambiguation, the flow uses technical cells, such as Code, Rule, and Service.

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