Sequence Types and Features

Updated by Zoe Ngan

Sequence Types and Features

A global sequence is a series of bot skills that is saved as a template to be reused in different chatbots across your site.

A local sequence is only saved within the chatbot where it was created. Think of these as folders that hold skills within the bot, but not templates. They can be cloned and deleted within the chatbot, but not reused in other chatbots.

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1. Global Sequence

Consider using global sequences for:

  • Live Chat routing and fallback

  • Book a demo calendar routing

  • Agent alert routing

  • Content recommendations

Pro tip: Any sequence that involves live agents is a good candidate for a global sequence. Managing routing within global sequences will simplify the updating process when there is turnover on the teams.

Global Sequence

2. Local Sequence

Consider using local sequences for:

  • Minor adjustments to a global template

  • Skill organization in large or complex chatbots

Local Sequence

3. Click on your local sequence

To make your local sequence global, double-click on the local sequence to open the edit modal.

Click on your local sequence

4. Go to "Create New Template"

Go to "Create New Template" in the top right corner.

Go to 'Create New Template'

5. Select "Track Global Sequence"

In the pop-up modal, give your sequence a name and a description, then toggle on the option to "track global sequence." Click "Create Template."

Select 'Track Global Sequence'

6. Click on your global sequence

To make a global sequence local, insert a global sequence into your chatbot builder, then double-click the sequence to open the edit modal.

Click on your global sequence

7. Make edits, then hit "Save"

Make the desired changes, then click "Save" in the upper-right corner.

Make edits, then hit 'Save'

8. Click "Update the global sequence with my current changes"

Select "Update the current sequence and stop tracking global sequence," then click "Save."

Click 'Update the global sequence with my current changes'

9. Features: Sequence Exits

One feature specific to the sequence builder is the sequence exit. Sequence exits allow you to connect the end of your sequence back into the chatbot, rather than ending the conversation within the sequence.

Note: There is only one sequence exit skill in each sequence, and it cannot be cloned or deleted. Add sequence exits by clicking "Add sequence exit" on the sequence exit skill. Give exits a name to help remind you what to connect them to in the chatbot. Remove sequence exits by clicking the trash can icon next to the exit you wish to delete.

Features: Sequence Exits

10. Connect sequenced skills

Connect sequenced skills to these exits by clicking and dragging from a skill to the exit.

Connect sequenced skills

11. Click "Edit Details"

This allows you to update the name and description of your sequence from within the sequence builder.

Click 'Edit Details'


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