Foundation
With eva you can use ready-to-use agent templates and adjust the agent's messages to your needs. This template has common flows across sectors and industries, is in English, Spanish and Portuguese
This virtual agent is focused for all sectors and industries, featuring the following 13 core flows:
Close chat
Contact center
Customer satisfaction survey
End
Location
Login
Not expected
Register
Suggestion and claims
Swearwords
Talk to an agent
Talk to an agent Jump
Welcome
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 own virtual agent and your own flows by offering a ready-made basis with 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. Reach our documentation HERE to learn more about how to use eva.
This feature is available for eva versions starting from 3.4
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:
Close chat
Jump flow to say goodbye to the user.
Contact Center
A very simple flow to serve users that look for the SAC.
Customer satisfaction survey
It corresponds to the NPS, that is, an evaluation of the virtual agent's satisfaction index, which appears whenever the user decides to close the chat.
Important:
The following responses (gracias_correo, gracias_sms, gracias_llamada y error) are Transactional Answers. Therefore, you or your team needs to enable the Transactional Answer button and put in the corresponding field the webhook.
The webhook that is in the service cell of the Agent Template is fake. You need to create one according to your business. If you need more information regarding services, please read more about Service cell.
End
A very simple flow asking if users want to end the chat.
Location
Geolocation flow to direct the user to the nearest branch or ATM.
Important:
The following responses (gracias_correo, gracias_sms, gracias_llamada y error) are Transactional Answers. Therefore, you or your team needs to enable the Transactional Answer button and put in the corresponding field the webhook.
The webhook that is in the service cell of the Agent Template is fake. You need to create one according to your business. If you need more information regarding services, please read more about Service cell.
Login
Flow to authenticate a user's entry into the system.
For better disambiguation, the flow uses technical cells, such as Code, Rule, and Service.
Important:
The following responses (gracias_correo, gracias_sms, gracias_llamada y error) are Transactional Answers. Therefore, you or your team needs to enable the Transactional Answer button and put in the corresponding field the webhook.
The webhook that is in the service cell of the Agent Template is fake. You need to create one according to your business. If you need more information regarding services, please read more about Service cell.
Not expected
Basic and mandatory eva flow, with only one response cell, to handle issues unknown to the virtual agent.
Register
As the name suggests, it is a flow intended for registrations. It takes data such as name, phone number, date of birth, and email address. At the end, through a service cell with webhook, it takes the customer's information to the base.
Important:
The following responses (gracias_correo, gracias_sms, gracias_llamada y error) are Transactional Answers. Therefore, you or your team needs to enable the Transactional Answer button and put in the corresponding field the webhook.
The webhook that is in the service cell of the Agent Template is fake. You need to create one according to your business. If you need more information regarding services, please read more about Service cell.
In the pattern entities, you will need to create your own Regex. In the virtual agent template, the default is a sequence of 9 numbers, 0 through 9.
Suggestion and claims
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 following responses (gracias_correo, gracias_sms, gracias_llamada y error) are Transactional Answers. Therefore, you or your team needs to enable the Transactional Answer button and put in the corresponding field the webhook.
The webhook that is in the service cell of the Agent Template is fake. You need to create one according to your business. If you need more information regarding services, please read more about Service cell.
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.
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.
Welcome
Basic welcome flow. In eva, there is only one cell. Because of the new LGPD, in force all over the world, the virtual assistant starts by presenting the Terms of Use, asking for users' consent to continue the conversation.
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