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In this article, we’ll summarise the new features and changes to Gnatta in our latest release. Check out this page to see other releases: Releases and Updates

Summary

In this release, we've added a useful range of mini-upgrades to our Workflow builder to make building your contact centre flows even faster:

• Copy and paste actions in your flow

• Saved actions to use in other flows

• Recently used contexts stored and pinned in the context Explorer menu

• Optional failure branching on key actions: Check Address Book, Check Opening Hours, Check Availability, Find Interaction, Find Customer Profile & Find Text

• Significant upgrades to the Send Autoresponse action, with autofilled metadata on quick replies, quick decision builder & optional delays

• Preset additional branches in Decision actions to match previous branches

Head to the flow builder to check them out!

Copy & Paste Actions

You can now copy an entire custom action to your action library clipboard. From there, you can paste the copied action anywhere else in your flow. Simply click the clipboard icon on the action you want to copy (if it’s a new action, you must save the action first by clicking ‘submit’, and then reopen it).

You’ll then be able to click the ‘Paste’ option from the action library to insert the action.

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Copy & paste your customised actions in your flows!

Saved Actions

You can now store your frequently used actions in your flows as a favourite, to ensure continuity in your messaging and logic as you build flows for your contact centre. This works much like the Copy & Paste, except the action will stay in your action library to be used in other flows!

To favourite , simply click the star icon on the action you want to favourite (if it’s a new action, you must save it first by clicking ‘submit’, and then reopen it). You’ll then be able to see the action in your library when building your flows.

To remove a favourite, reselect the star icon on the original action, or click the trashcan from the action library.

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Favourite your most used customised actions to use elsewhere!

Recently Used Contexts

To save time whilst building your flows, the Context Explorer menu will now remember your most recently used contexts and pin them in a new ‘Recently Used’ category for quicker access.

Optional Failure Branching

Some of the most powerful actions in Gnatta workflow include the critical ‘check' and ‘find’ functions, each of which is designed to look for specific match criteria and return a result. Those results are often used in a subsequent Decision, to manage your contact centre routing decisions. Now, instead of following up these actions with a custom Decision, you can simply add a failure branch right there in the action. This is available on the following actions:

• Check Address Book

• Check Opening Hours

• Check Availability

• Find Interaction

• Find Customer Profile

• Find Text

Send Autoresponse Upgrades

We’ve released three notable changes to the Send Autoresponse action - delays, a quick reply decision builder and autofilled metadata.

Delays

Gnatta executes its workflows incredibly quickly - as good as instantly, most of the time! Sometimes, you might want to slow things down a bit to create a more naturalistic feel in your automated conversations with customers. For example, if you’re sending multiple messages one after the other, it can help customers to ‘keep up’ if messages don’t arrive all at the same time:

To add a delay in your flow immediately after the autoresponse is sent, simply add the number of seconds you’d like to pause the current flow in the ‘Delay’ field. The delay will be executed before proceeding to the next action in your chain (but after the autoresponse is sent).

Autofilled Meta data

Meta data in quick replies can be used to build dynamic customer journeys - where you can pass in complex data from external systems and relabel it as something more friendly for your customers. For example, you might collect a SKU code for a product and store that as the metadata, but present the label as ‘White T-Shirt’ for the customer.

However, if your chatbot journey is a little simpler then Gnatta will keep things straightforward and autofill that meta data field for you with a copy of the label. The choice is up to you!

Quick Reply Decision Builder

To save time and margin for error in building automation journeys, you can now copy the values of your quick reply labels directly into a prebuilt Decision in your action library clipboard! The new Decision will have a branch for each quick reply, checking that the Message (Echo.Body) is equal to the quick reply label.

Preset Decision Branches

To make building your custom Decision actions a little slicker, additional branches will be preset to copy the format of the previous one. That means you don’t need to go into the Context Explorer multiple times to get the same data field or piece of context you’re branching against - you can just change the value of the condition.