Ticketing

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 and Portuguese

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This virtual agent is focused for ticketing and help desk virtual assistant, featuring the following 19 flows:

  • Add comment

  • Cancel ticket

  • Close chat

  • Customer satisfaction survey

  • Edit ticket

  • End

  • Enhanced support

  • FAQ

  • Greetings

  • Not expected

  • Open ticket

  • Query ticket

  • Register

  • Suggestion or complaint

  • Support outlook

  • Swear words

  • 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:

Add Comment

Flow intended for those who want to add a comment to a ticket:

Important:

  • Before the service cells, there are code cells with hiddenContext regarding stored information (like ticket description, ticket number, etc...) Linguists and developers should work together on this concept. Learn more about Contexts HERE

Cancel Ticket

Flow intended for those who want to cancel a ticket:

Important:

  • Before the service cells, there are code cells with hiddenContext regarding stored information (like ticket description, ticket number, etc...) Linguists and developers should work together on this concept. Learn more about Contexts HERE

Close chat

Jump flow to say goodbye to the user.

Customer Satisfaction Survey (NPS)

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.

Edit Ticket

Flow intended for those who want to edit a ticket:

Important:

  • Before the service cells, there are code cells with hiddenContext regarding stored information (like ticket description, ticket number, etc...) Linguists and developers should work together on this concept. Learn more about Contexts HERE

End

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

Enhanced Support

Flow intended for those who want advanced support (escalate ticket to supervisors).

Important:

  • Before the service cells, there are code cells with hiddenContext regarding stored information (like ticket description, ticket number, etc...) Linguists and developers should work together on this concept. Learn more about Contexts HERE

FAQ

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

Greetings

Basic flow with for users greeting the virtual assistant.

Not expected

Basic and mandatory eva flow, with only one response cell, to handle issues unknown to the virtual agent.

Open Ticket

Flow intended for those who want to open a ticket:

Important:

  • Before the service cells, there are code cells with hiddenContext regarding stored information (like ticket description, ticket number, etc...) Linguists and developers should work together on this concept. Learn more about Contexts HERE

Query Ticket

Flow intended for those who want to consult a ticket:

Important:

  • Before the service cells, there are code cells with hiddenContext regarding stored information (like ticket description, ticket number, etc...) Linguists and developers should work together on this concept. Learn more about Contexts HERE

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 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 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.

Support Outlook

Flow intended for those who want to solve a problem in Outlook:

Important:

  • Before the service cells, there are code cells with hiddenContext regarding stored information (like ticket description, ticket number, etc...) Linguists and developers should work together on this concept. Learn more about Contexts HERE

Swear words

Educational flow to calm users who cuss the virtual agent during a conversation in a flow that asks for some personal data.

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.

Welcome

Basic welcome flow. In eva, there is only one cell.

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