⚙️ Steps to Edit the Conversational Flow
Editing your bot allows you to quickly adapt to changes in your business, such as updating a catalog or correcting information. To do it yourself, follow these instructions:
Access Settings: Go to the side menu, find the option Settings -> Platform -> Bots.
Edit the Flow: Click on the three-dot icon next to the bot name and select the option "Edit Flow and Publish".
Locate the Message: Click on the specific piece of the flow you wish to change. A sidebar will open with configuration options.
Modify the Text: Click on the message content box and type your new information (for example, add a new promotion).
Upload or Change an Image: Within the message piece, find the option to upload an image. Load the new file from your device or via URL (making sure to respect the allowed weight and format limits).
Save Changes: Click save to apply the settings. This will update the conversational flow immediately.
🛑 Risks of Updating Flows in Production
Modifying a bot while there are active users interacting with it can generate inconsistencies in service. Take into account the following risks:
Assignment errors: If you modify or delete a piece linked to agent assignment, the customer could be left in limbo without receiving attention.
Unexpected interruptions: If the flow changes during an interaction, the user may receive an error message or be left in an unresponsive state.
Anomalous behavior: Some nodes may stop executing correctly if pieces or variables were deleted in the middle of the journey.
💡 Impact on Information Fields
When updating your bot, data collected through the "Save field" component can also be affected:
Existing fields: If you delete or modify the node, past chats retain their value, but new interactions could leave the field empty or duplicate it if the flow was not connected properly.
Standardization: Use validations within the component to avoid saving blank data.
Duplicate review: Check that there are no multiple points in the flow saving the same field with different logic.
Post-change validation: Simulate new conversations from scratch and compare records to verify that values are saved correctly in the history.
✅ Checklist When Duplicating Flows
If instead of editing you decide to duplicate an existing flow, it is essential to verify that the logic has been replicated correctly and no "inherited" elements remain that could break the bot:
Review the buttons: Make sure the visible buttons correspond to active evaluators in the next piece.
Verify the evaluators: Confirm that each evaluator has the exact tag that the displayed button text shows. One letter difference will break the route.
Delete old buttons: If you change an option, delete the previous button completely, do not just edit it.
Update custom URLs: Modify the copied external links to match the new use case (eg. customer parameters in a URL).
Review unique identifiers: Update template IDs or references to external systems that have become obsolete.
🌟 General Best Practices
To ensure a successful deployment without operational downtime, apply these security recommendations:
Avoid making publications or structural changes during peak hours.
Always include an error message (fallback) to guide the user in case of bot failures.
Internally document any recent publication to facilitate analysis if an incident occurs.
Validate all adjustments in a test environment (eg. "Test" campaign) before moving to production.
Keep your automation always up to date! 🚀
Understanding how to safely edit your flows and knowing the critical review points will allow you to update your business strategy without putting your customers' experience at risk or compromising your data collection. ✅