```html
Component Typing
❓ What is the Typing component in Flowbuilder for?
The Typing component allows you to classify conversations within a specific category, which is key to correctly measuring the performance of your flows in Atom.
❓ What is the purpose of the Typing component?
The Typing component is used to classify conversations within a flow, providing relevant information for reports and analysis.
Unlike a Flow End, typing:
Indicates at what point in the flow the conversation was closed.
Allows you to measure real results of the flow, such as resolved queries, abandonments, or diversions.
Facilitates subsequent analysis in the reports.
❓ What types of typing exist and when should they be used?
There are two types of typings that can be applied in flows. However, their recommended use is not the same.
❓ What is a Self-Management End Typing?
The Self-Management End Typing is used when:
The bot resolves the query without agent intervention.
There is no subsequent assignment.
The flow must end correctly, leaving a record of the result.
Key recommendation:
👉 It is suggested to always use a Self-Management End typing to close the flow when there is no assignment to an agent.
This type of typing:
Classifies the final result of the conversation (for example, Query resolved).
Ends the flow.
Provides accurate information for reports.
❓ Why is it better to use typing and not just a Flow End?
Although a Flow End stops execution, it does not provide analytical context.
Typing allows:
To know what the flow achieved.
To identify at what point the conversation was resolved or ended.
To correctly measure self-management metrics in reports.
❓ Where are the typings created?
The typings must be created previously, in Configuration > Conversations > Typings, so that you can then select them within the Typing component in Flowbuilder.
Step by step to create a Typing:
Click on the side menu and select: Configuration > Conversations > Typings > Create Typing
Click on the side menu and select: Configuration > Conversations > Typings > Create Typing
A modal will be displayed, where you must complete with: Keyword or identifier of the typing, Description (Self-management End, Negative End, Positive End, Follow-up, Self-management Follow-up) and Description.
A modal will be displayed, where you must complete with: Keyword or identifier of the typing, Description (Self-management End, Negative End, Positive End, Follow-up, Self-management Follow-up) and Description.
In the case of Negative, Positive and Follow-up Ends, it is possible to configure a group of Agent assignments to, for example, continue a sale, or divert it to a group of retention agents.
Important: to visualize it in the Typing component, you must enable theActive control.
Recommendation:
Before designing a flow, make sure you have defined the typings you are going to use.
❓ How are typings reflected in reports?
The typings applied in the flows are then displayed in the reports, allowing:
To analyze self-management results.
To measure completed flows without assignment.
To compare typings by volume and type of resolution.
👉 For more details, you can review the Reports section, which shows how these classifications are grouped and displayed.
❓ What good practices should be followed when using typings?
| ✔️ |
| Recommendation |
| 🏁 |
| Use Self-Management End to close flows without assignment |
| 📊 |
| Prioritize typings to improve measurement in reports |
| 🚫 |
| Avoid follow-up typings except for very specific cases |
| 🧩 |
| Create the typings before designing the flow |
| 🧪 |
| Validate the results in reports after publishing the flow |
```