How does an omnichannel chatbot flow work?
In this article, you'll understand the working process of omnichannel chatbot flow.
An omnichannel chatbot flow typically works by using a central bot management platform that connects to various channels, such as Messenger, Instagram, Whatsapp, and GMB Messages.
The chatbot is designed to provide a consistent and seamless experience for customers, regardless of the channel they are using to interact with the bot.
Omnichannel includes 3 types of blocks:
Common Messages: It can be connected to all types of blocks.
Channel Specific Messages: It can only be connected to specific channel where it was defined.
Omnichannel Utility Blocks: It can be connected to common messages and other omnichannel utility blocks.
Sample Omnichannel Chatbot Flow
Here I have created a sample omnichannel flow to understand the flow:
As you can see in the flow, I have selected a Common Message element and a Messenger element (Channel Specific).
The channel-specific block cannot be connected with a common message block and it requires a channel splitter.
Channel Splitter: It is an omnichannel utility and helps you to connect different types of messages across different channels.
Channel Converger: It is also an omnichannel utility and helps converge channel-specific messages to a common thread.