Creating Content Responses

Quick links in this article:

With Gnatta Content Responses, you can build a library of pre-approved content to present to your agents as they’re handling interactions - no more Word Docs, no more notepads. These are dynamic, baked-in response templates for your agents right inside the interaction. In this article, we’ll explore how to create those responses and set up your library.

Open

Publish content responses and offer it in the interaction, to save typing time for your agents

Getting started

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First, you’ll need to navigate to Configuration > Advanced > Content Responses. Whilst you could dive in straightaway and click + Add to begin drafting your first content response, we’d recommend first building in a few useful placeholders to use in your content responses if you haven’t already.

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Get to content responses via Configuration > Advanced

IMPORTANT: Testing Content Responses

As you create your content library you’ll likely need to test it and see it in action to be sure it’s doing what you want it do. Before navigating to an interaction and opening the Content Response library (see the article Using Content Responses for more information), here are some useful things to know:

• The content library is only refreshed when:

  • The interaction state has changed to Assigned OR

  • A new conversation is created OR

  • A new message is received/sent

• The content library is only available when the interaction is:

  • In a queue AND assigned to a user AND the last inbound message is less than 2 months ago

• Content variations are only visible when:

  • The display condition is met, if the condition is required not scored AND after browser caching has completed, if the content was recently published

Create a content response

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Once you have a selection of useful placeholders to use in your content, it’s time to add your first content response! Here are the steps you’ll need to take:

1. Add a new content response using the + Add button

2. Configure the display condition to determine when it should be offered to agents

3. Provide the content variation(s) for the response

To get started, click + Add and give your new content response a name - this name is displayed to your agents. For our example, we’re going to use ‘Opening Message’. Set the toggles for ‘Allow once per conversation’ and ‘Highlight once used’ as preferred, and then you’re ready to look at building the display condition.

Display conditions

Display conditions on content determine when agents will be able to see it in the library. To avoid users being overwhelmed by a vast bank of content, there are two methods available to manage how and when your content is presented: Scored and Required.

Scored vs Required

Scored conditions are used to determine how relevant a response is, and organise it in the library of available content accordingly. The higher the score, the higher it’ll appear in the list. Creating multiple scored conditions for one content response can allow it to accumulate a higher score. If none of the scored condition(s) are met, it’ll still be displayed - but at the bottom of your content library list. This means agents can access all of your content, with the most relevant right at the top.

Required conditions are more static - the content response will only be offered to the agent when the condition is met. It will otherwise not be visible.

Building a condition

Once you’ve determined if you wish the conditions on this content response to be scored or required, it’s time to create the condition itself. This functions the same way as display conditions on Dynamic Data fields.

Conditions are created in components - it might be helpful to think of a component like a branch on a decision tree. In the component, you need to provide three critical pieces of information in order to write a valid condition:

Left: The source data where you want Gnatta to check for a particular value i.e. our Status field.

Operation: Equals, Contains, Has Value, More Than etc. In our case, we’ll use Contains.

Right: The value you’re looking for - New, in our example.

All custom fields in Gnatta are stored under Interaction.Data in the condition builder - if you begin typing that into the Left branch of your condition, Gnatta will display all of your fields so you can select the relevant one. Alternatively, if you know your data field name and ID, you can paste it in directly, in this format:

In our example, that looks like the following (note that the ID is unique!):

When you’re happy with your condition, you can collapse it and fill in the expression.

The expression is the written equivalent of a decision tree - this is where you tell Gnatta how you want it to check your components (branches), if you have multiple. For example, the expression 1|2 would mean: IF component 1 OR 2 is true, then display the field. Alternatively, the expression 1&2 would mean: IF components 1 AND 2 are true, then display the field.

Content variations

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Now that you’ve setup the display condition, you’re ready to add your content at last! You can create one variation of your content response, or multiple - depending on your use case.

For example, you might want to offer different versions of a greeting message depending on the channel (some channels, like email, benefit from a more formal tone of voice!). You can use a display conditions on the individual variations to decide when they should display, in addition to the parent condition.

Assuming you created your placeholders earlier, you can insert them directly to your content. The variation name will be displayed for the agent, next to the Content Response (parent) name.

Next steps

With your content response drafted, you can click Save at the top and it’ll be sent to Draft. For details on the publishing process and getting that content in front of your agents, check here: