Events

Owned by Gnatta
Jun 21, 2024
6 min read

What Are Events?

An event is a change we can detect in your Gnatta domain. These changes are things that a customer service team may want to react to in a particular way. Some example events include:

  • New Message Received

  • Response Received (there’s a difference!)

  • Interaction Closed

  • Queue Changed

  • Chat Survey Completed

[View full list]

You can define a new event by selecting an event type and applying relevant filters and segments, then giving it a unique name. This means you can trigger a specific set of flows when an exact event occurs.

For example:

Response Received | Queue = Chat Automation

vs

Response Received | Queue = SMS

These are the same type of event, but you may choose to trigger a different series of flows for each.

 

image-20240607-092313.png
The events tab - your list of events is on the left!

Using Events

Creating a New Event

To add an event, you can ‘Add Event’ in the top right to get a full list of the events you can choose from. When selecting an event, you’ll need to provide a little more information to help specify the exact event you’d like to respond to - such as the relevant queue for a ‘Response Received’ event.

You’ll also be able to attach labels to the event, which will make it easier to sort and find your event later. Finally, if you already have some flows built you can attach them straightaway. By default, the event you create will be set to ‘Disabled’, so you don’t need to select a flow at this point - you could finish creating your event and add flows later.

Each event must be unique. For example, you could only have one ‘Response Received’ event for the queue ‘SMS’. If there are no more possible events you can configure of a particular event type (due to a lack of queues, for example), it’ll be greyed out in the event creation panel.

Global events, like ‘Interaction Closed’, can only be created once because there are no further configuration options to apply. That means there can only be one of this event type on your domain.

 

image-20240607-092636.png
No more ‘Interaction Closed’ events are available.

Managing Events

Click on the event you want to manage. You’ll see any key information about the event at the top - such as the type, the queue/media account it’s attached to and when it was created. Under ‘Flows’, you can check if there are any flows already on the event (if you just created it, there may not be).

Click image-20240516-074157.png to browse your flows. If you haven’t created the flow you want yet, close the modal and go to the ‘Builder’ tab first where you’ll be able to create your flow.

Once you’ve selected the flow(s) you want, they’ll populate right there on the event:

Flows execute in order from top to bottom, denoted by the numbering you can see in purple. Your flows might need to execute in a specific order (looking for key data like email addresses and phone numbers first, then adding those to the Interaction in a separate flow afterwards, for example). If you want to change the order, click and drag!

If you want to remove a flow, use the image-20240516-092927.png. This won’t delete the flow from your domain, it will only remove it from this event.

Tips and Tricks

  1. Use this toggle to switch an event on or off immediately. This will stop flows from processing when the event occurs. Read more about event and flow states here.

  2. Clicking this will take you to the builder, where you can make edits to the flow. Remember, flows can be attached to multiple events - so the changes you make could affect multiple processes.

  3. The quick actions menu has some handy tools,

    1. image-20240516-093108.png can attach the same flows to another event, or import them to this event from another. This can be extremely useful at scale, allowing you to re-use part or all of another workflow on multiple events.

    2. image-20240516-093212.png will show you an audit trail in Logs if you want to see if your flow is performing as expected.

  4. Greyed out flows are ‘disabled’, which means they aren’t being executed, even if they’re added to an event. You can enable/disable them by clicking on the image-20240516-092445.png and enabling them in the main builder menu, under ‘File’. More about event and flow states here.

List of events

Below is a full list of all the event types currently available in Gnatta Workflow. Most events do exactly what they say on the tin - but we’ve provided a little extra detail for some at the bottom of this article.

[Top of page]

External HTTP Request

What is it?

Used together with the ‘Make HTTP Request’ action, this event allows you to decide what happens when you’ve retrieved (or sent) data to an external location.

What is it used for?

You might use this event to line up a series of flows like:

  1. Update data held against the interaction to reflect the new data you’ve retrieved

  2. End a timer and assign it to an agent to send a followup

New Message Received

What is it?

This event is exactly what it says - it will be triggered when you receive a brand new message that is not currently connected to an interaction.

What is it used for?

This event is used to differentiate from ‘Response Received’ - see below! You may choose to react differently to a brand new, unattached message. For example, by assigning a queue.

Response Received

What is it?

This event, unlike ‘New Message Received’, is a new message that IS connected to an existing interaction. Or in other words, it’s not the first message in an interaction.

What is it used for?

You may choose to react differently to a message that is part of an existing interaction - for example, you may want to keep it in the queue it is in, and simply update the interaction data with anything new found in the message body.

Chat Survey Completed

What is it?

This event, unlike ‘Contact Form Received', refers specifically to the Post-Chat Survey configured on your domain. This survey, configured in your domain settings, often collects customer feedback data such as ‘How would you rate this chat?'

What is it used for?

These surveys collect data against every single chat instance, which you can log against an interaction for your agents and reporting needs.

Contact Form Received

What is it?

This event, unlike ‘Chat Survey Completed’, refers only to the contact form you present in chat as an alternative to agent assignation. This is sometimes called a ‘fallback’ form.

What is it used for?

These forms are usually used as a fallback route, often during out of hours periods. You can use this event to specifically define how missed chats are handled, or ensure they’re prioritised at the start of the next shift. It’s defined as a seperate kind of event so you can make more intelligent routing and automation decisions to protect the customer experience.