Interaction steps are the building blocks for your Interactions. Interaction steps can consist of Visual Pages or non-visual Navigation Logic steps.

This article details both visual and navigation logic steps, and shows you how to:

About Visual Pages

Visual Pages are seen by users. They may contain information, questions, lists of choices, and images. They appear to customers as web pages or as screens on a mobile device.



For details about each type of Visual Page, refer to each topic:

  • New Page - Can contain a variety of content to obtain user responses and /or display information to users
  • Two-Level Menu - Quick way to design a Choice question with tiered categories that lets customers go directly to the next page after making a selection
  • Contact Us Page - A dedicated page containing options for customers to contact your organization

About Navigation Logic

Navigation Logic steps work to direct the workflow based on user input and choices or other data. For example, these steps may determine which page to display next, or actions that will occur in the background, such as sending an automatic email notification to an agent. 

For an overview, refer to Understanding Navigation Logic.



For details about each type of Navigation Logic step, refer to each topic:

  • Allocator - Assigns a value to a variable or manipulates the value of a variable
  • Client Event - Sends parameters to create an event and/or pre-defined activity
  • Decision Point - Directs the Interaction flow according to defined Rules
  • Email - Sends automatic email notifications
  • Integration Point - Calls a web service to perform a required function
  • Sub-Interaction - Embeds a reference to another Interaction within the current Interaction

Adding an Interaction Step

Add Interaction steps in one of the following ways:

  • Add a step that is independent from the existing workflow, and then connect it to the workflow later

  • Add a step directly following an existing step

      

Note: You may add a step only to an existing step that does not already have a dependent step.

  1. From the Interaction map, right-click anywhere on the map and select Add a Step or click on any step that does not have a next step. 
    The Visual Page and Navigation Logic options appear.
  2. Hover the mouse over either Visual Page or Navigation Logic, and select the appropriate step from the menu.
    The appropriate Interaction editor opens (Page editor, Decision editor, Allocator editor, etc.).
  3. Enter the required settings and click Create.

    Note: If you add the step by right-clicking on the Interaction map and are not using Auto Arrange, the new step will be added at the location where you clicked on the map.

Deleting Interaction Steps

You can remove one or more Interaction steps at any time. Keep in mind that conflicts may arise if you delete steps or elements that provide information to variables used elsewhere in your Interaction.

When you delete a step that results in exit points (for example, a Decision Point), all of the connected exit points will be deleted, since they are dependent on the step you are deleting.

  1. From the Interaction map, select one or more steps:
    • To select a single step, hover over the step with the mouse and right-click
    • To select multiple steps, while pressing the Control key, click on each step you wish to Delete. Alternatively, you can use the mouse to drag a rectangle over the steps that you wish to Delete. The selected steps will be highlighted with a blue rectangle, as shown below:



  2. To perform the Delete, right-click the mouse as you hover over a selected step and click Delete from the menu that appears. A warning message will be displayed asking you to confirm the deletion:



    Click Yes to delete the steps.

    Note: If you try to delete a step or element that serves as a reference for another step (for example, providing information to variables), a warning message will be displayed. You cannot delete a step which serves as a reference for another step.

Editing an Interaction Step

You may edit Interaction steps at any time. However, keep in mind that conflicts may arise if you delete or edit elements that provide information for variables used elsewhere in your Interaction.

  1. From the Interaction map, either double-click the step or right-click and select Edit from the menu.



    The appropriate Interaction editor opens (Page editor, Decision Point editor, Allocator editor, etc.).
  2. Make your changes and click Update.
  3. The Interaction step will be updated and closed, and the Interaction map will be displayed once again.

Note: Following an Interaction Step edit, it is sometimes necessary to manually refresh the active Interaction's system variables, custom types, rules or other server resources. To do this, click the Refresh button in the main toolbar. The Interaction map will also be redrawn, if needed.

Copying and Pasting Interaction Steps

You can copy and paste one or more Interaction steps at any time.

When you copy a step that results in exit points (for example, a Decision Point), all of the connected exit points will be copied, since they are created from the step you are copying.

  1. From the Interaction map, select one or more steps:
    • To select a single step, hover over the step with the mouse and right-click
    • To select multiple steps, while pressing the Control key, click on each step you wish to Copy. Alternatively, you can use the mouse to drag a rectangle over the steps that you wish to Copy. The selected steps will be highlighted with a blue rectangle, as shown here.
  2. Copy the steps by right-clicking the mouse as you hover over a selected step and clicking Copy from the menu that appears.
  3. Paste the step or steps:
    • Paste to Current Interaction. To paste the copied steps into the current Interaction, right-click the mouse and select Paste from the menu that appears. The copied steps will be pasted onto the current Interaction map.
    • Paste to Different Interaction. To paste the copied steps into another Interaction, go to the target Interaction by opening and activating its navigation tab in the Web Designer. Right-click the mouse and select Paste from the menu that appears. The copied steps will be pasted onto the target Interaction map.
    When you Paste the steps while the Auto Arrange feature is Enabled, your selection will be pasted at the top of the Interaction map. When you Paste the steps while the Auto Arrange feature is Disabled, your selection will be pasted at the point where you place your cursor on the Interaction map.

Note: Steps that make reference to user variables in an Interaction cannot be pasted into a different Interaction, since the referenced information does not exist there. When you attempt to paste a step that contains a user variable into another Interaction, a warning message will be displayed. If you have selected multiple steps and any of these contains a reference to a user variable, no steps will be pasted.

 

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