Blocks and arrows
Helloumi chatbots are based on a sequence of blocks and arrows, being able to build from simple flows to more complex things, like the one shown below 😂
The blocks are the fundamental part of the builder, and can be of two types:
- Message blocks. Those in which the chatbot sends a message to the user.
- Action blocks. Those in which the chatbot does not send a message, it is the user who does it and the bot tries to identify the information, recognize a keyword or transfer the conversation to a human agent.
We can add a block by clicking Add block in the upper left corner of the builder:
Then, we will have to choose between the following types:
- Send Information allows us to send a text message, an image, GIFs or emojis to the user. In these messages, you can include options.
- Choose options. With these blocks, we tell the chatbot to recognize a keyword/button used by the user and drive the conversation to the correct block. More information about this type of blocks in Chatbot Builder (III): Options and Keywords.
- Collect data. These blocks tell the chatbot that it has to collect a data, being able to select if we want to save it in the CRM, store it as a new field or even validate its format. More information about these types of blocks in Chatbot Builder (IV): Collect Information.
- Other actions. You can create a transfer block to an agent. When the flow reaches that point, the conversation will be automatically assigned to a connected and available agent. You can also configure an API Request block to connect applications. More on this in the article API Request.
The arrows connect to the blocks and apply logic to the flow. To create an arrow we need to hover a block: we will see three circles (white, red and green) for each type of arrow. We'll click on one, drag and drop it on any free space of the canvas and the builder will create a new block at the end of it.
Types of arrows
We find three different types of arrows in Landbot, which we explain below:
- Green arrows. Also called Success, they indicate that, if everything goes according to the plan, it moves directly to the next block. For example, if you place two message blocks connected by green arrows, they will run one after the other.
- Red arrows. Also called Failed, are the ones that follow the flow when "something goes wrong". The most common cases occur when the chatbot is not able to recognize the password sent by the user, or the format of a personal data such as email.
- White arrows. Also called Keyword, are the ones that allow us to derive certain blocks based on the sent keywords/options chosen by the user.
Combination of arrows
One of the key principles of the arrows is that a green and a white one cannot come out of the same block because there would be a logic conflict: a white arrow is followed when the specified keyword is recognized, which is a "Success in itself" and would conflict with the green arrow for Success.
On the other hand, we can combine white arrows and a red one for that case in which the user types an option/keyword not contemplated by the flow, which produces a Failed.
The most common combination is a green arrow and a red arrow: when the client says what we expect we follow the green arrow to the next block; If not, send it to an error block through a red arrow, being able to follow a different path or return it to the original block to try again.
More on combinations of arrows in the following articles.