Adding a New Experience

Anya Updated by Anya

Experiences are a flow of automated Bot messages that are customized to engage with your customers. They can assist customers by answering their questions, routing them to the right Crew or Agent, or enabling them complete actions like scheduling a meeting, entering payment information, and more. Experience links can be placed across the internet and in QR codes on physical items for customers to access. See more about sharing Experiences here.



Setting up your Experience

  1. On the navigation sidebar, select the Experiences section.
  2. Select the "Add Experience" button in the top right corner.
  1. Enter the Experience's Title. Your Agents will be able to see this, but it will not be visible to your Contacts.
  2. Check the box next to "Allow agents to trigger during conversations" if you would like this Experience to be available to Agents through the Trigger Experience button within a Conversation.
  3. Add a Conversation Title. When a Contact initiates a Conversation through an Experience, this will be the default title of this Conversation and will be visible to both Agents and Contacts.
  4. If you'd like to add this Experience to a Thread, select an option from the dropdown.
  5. If you'd like to add Tags to this Experience, you can do so in the Tags field.
  6. Click "Next".

Adding Steps to your Experience



  1. Click the "Add Step" button. Each step consists of a message from the Bot followed by a customer response type which are explained below.
  2. Add the Bot message, or what you would like the Bot to say to the customer during this step.
  3. Check the "Include a file" box if you'd like to send an attachment with this step. After the box is checked, an Upload button will appear. Simply click the button and select the file you'd like to attach. Skip this if you would not like the Bot to include send a file during this step.
  4. Choose the Customer's Response Type from the dropdown menu. More information about the response types below:
    1. Add Service: This option will notify the selected Agent or Crew that they have been requested to join a Conversation.
    2. Auto Continue: This option will send the Bot message associated with it, then immediately go to the next step with no action taken by the customer.
    3. Book Appointment: This option will drop a booking form into the Conversation so the customer can schedule an appointment to speak to the selected Agent or Crew.
    The Crew will need to have Appointments enabled and the Agents will need to set their availability in order for the customer to book time with them.
    1. Free Form Text: This option allows customers to freely respond to the Bot. The next step will be the same regardless of their answer. When a Free Form Text response type is selected, a field titled Map Response to Attribute will appear and you will be able to select the Attribute you would like to be associated with this step. When a Contact responds to this step with a free form answer, this will be added as the value to the selected Attribute. You can see more about this feature here.
    2. Invite Friends: With this response type, customers will be given an email address field to invite a friend to the Conversation. After an email address is submitted, the customer will be able to click the Send More button to add another friend, or they can continue onto the next step in the Experience.
    Invited people will receive an email with a link to access the Conversation.
    1. Make Payment: This option will allow you to add a credit card field for the customer to complete. 
    Before using this step, the SuperAdmin is required to set up Stripe Credentials in the Workspace Settings.
    1. Multiple Choice: Give customers responses to choose from. Each answer can connect to a different Next Step. When a Multiple Choice response type is selected, a field entitled Map Response to Attribute will appear under the responses and you will be able to select the Attribute you would like to be associated with this step. When a Contact responds to this step, their answer will be added as the value to the selected Attribute. You can see more about this feature here.
    Multiple Choice responses will remain available to the customer even after they have selected an answer so that they can go back and select another answer option at any time.
    1. Update Account (Guests Only): If the customer is currently a guest, this option will direct them to enter their name and email. This information will be stored in the Contacts section.
  5. Click Save.
  6. Continue adding steps until your Experience is complete.
You can use the Edit and Delete icons next to the Response Type bar to edit or delete any Experience step.

Linking your Experience Steps

  1. Link the steps together by selecting the Next Step from the drop down menu. 
  1. After you have finished connecting all of your steps, you can confirm the order by double checking the arrows.
A good way to test an Experience is to copy the link and paste it in a private browser window. You'll be able to interact with the Bot and go through the Experience as your customers would.
  1. To save your Experience as a draft, select the "Save & Close" button. Your Experience will be listed under the "Unpublished" title on the left sidebar. Click the "Save & Publish" button once your Experience is finalized. It will now show up under the "Published" section.
You can unpublish an Experience by clicking the "..." button at the top of the Experiences Manager and selecting "Unpublish". An unpublished Experience will not be accessible to customers even if they have access to the link.


Now that you've successfully added an Experience, you'll need to share it. -----------------_


How did we do?

Distributing an Experience