Adding Content

This article will explain how to add, use and display content in your conversations.

Content has its own section in the Configuration Menu. So first open up the menu from the top right and go to Content Responses.

Structuring Content

It’s a good idea to create a folder structure for your content, as you might end up with a lot of content responses over time. To create a folder, click Add Category:

Give it a name, and click save, and it’ll save your category. From here, click into the category you want to create content for, and you’ll be presented with this screen:

๐Ÿ—๏ธ When navigating through content, you’ll see Parent Category at the top, which will take you back one subfolder.

The first thing we’re going to want to do is to add a content response using the Add button in the grey bar. Once you’ve done that, you’ll see the below.

The next section shows you each menu page:

Content Response Overview

You can save, delete, disable and move these content responses. Disabling will stop this content from being seen in live in case you need to remove it quickly, and Move will let you move it to another folder if it’s in the wrong place.

History acts as an audit log for the content response, where you can see all changes and edits.

Notes let you share thoughts with others in your team. Each note includes information about who left it and when. This is useful for team members to get visibility on things they need to check or be aware of.

For the rest of this part, we’ll break it down into multiple sections.

Review States

Under States, there are four review states:

  1. Draft: Content here is still being edited and finalised.
  2. Review: A content response has been created and needs to be checked before it’s usable in the live system.
  3. Reviewed: This is in a state where it can be used in the live system but is not active yet.
  4. Published: This is in the live system.

We cover the different states and how to use them in Content – Review Process.

Below the states, you have:

You can copy an existing content response using the Copy as Draft button in case you want to make a similar version for another purpose. You can move a content response through this four-stage process using the Send To… button.

Finally, once reviewed, you can publish a content response with the Publish Live button.

Content Response Creation

After adding a name, you can use one per conversation. This will remove that content option once it has been used once so that you never repeat yourself. The second option is to highlight once used. This will warn a team member that this response has been used before, in case you don’t want to repeat yourself. You can see what this looks like referring to our guide on Using Content.

Conditions

You can add Conditions by clicking on it below the two options we just discussed. There are two types of conditions are as follows:

Score

Using conditions by score will make pieces of content show up if it fulfills enough criteria. You need to decide two things to use a score:

  • Which criteria you would like to search for.
  • How many criteria need to be fulfilled in order to show it.

Let’s illustrate this with a scenario around data protection.

A Practical Scenario of Score

A customer asks you a question that requires them to verify their identity. In order to give them sensitive data, they need to give us enough information to confirm we are allowed to discuss this with them. There might be lots of data we can use to confirm this; we might need a minimum of three from:

  • Date of Birth
  • Address
  • Name
  • Reference Number
  • Contact Number
  • Email Address
  • Payment Method

This is where scoring comes in. If we can see three pieces of information, then we can display the content for a data protection pass, and give them the information. If we don’t achieve the score through the information provided, we cannot proceed.

Creating Display Conditions

To create these rules, you can use an Expression or Components. Expressions are written in Boolean format, and we only recommend using this if you’re comfortable with Boolean operations.

Components let you create a condition by telling the system what decision you want it to make. First, select between a Context, which is a variable data field (such as the subject line of an email), or a Constant, which is static (like a sentence or phrase). When choosing a context, you can begin typing in the box, and the system will autocomplete for you to make it easier. Next, choose an Operation:

Then repeat the context or constant for the other side of the component. This gives you a finished component the system will check for, and if it’s fulfilled, will add it to the score. You can add more than one component, and the order they’ll be checked is determined by the number on the left in grey:

A Practical Scenario of Display Conditions

Continuing on with the data protection example, we could use this to create some conditions such as:

  • One or more fields (order number, customer name, date of birth) have a value.
  • The customer message contains a valid order number.
  • The customer message contains a valid email address.
  • The name we’ve been given matches the name we have on record.

These all help us understand the data we have and give a score. Let’s look at the section option for display conditions.

Required

Required works really similarly to score, except for content to display, it has to meet the condition. So rather than making a decision based on score, all display conditions must be met in order to display.

A Practical Scenario of Required Conditions

Generally, required conditions are better for more generic content responses, such as intros, outros, holding messages etc. Anything that people might want to use quite frequently. Of course, you can always use scoring for this, but by keeping this content simple, you’re able to edit it more easily in the future.

Now that we’ve covered how content can be displayed, let’s step through the content itself.

Creating Content

You may want to create numerous versions of one content entry that might be used for different purposes. You have these through Variations. Some examples might be:

  • Different outros based on the customer sentiment (some may include a link to leave a review if they had a good experience, while others might not).
  • Different responses based on the channel the customer is contacting us on (some channels have character limits, for example).
  • Different processes and responses for different tiers of the customer.

To create a variation, select the content you want to create, and click on Variations. You should see a menu just like this:

First, give it a name. We then have the option to add Conditions to it, just like we had for the content response. These variables relate to this variation of content.

๐Ÿ’ก For example, we might have one variation that thanks the customer for their contact that we use generally, but then another variation that thanks them for their contact and invites them to leave a review of our service if we think they’d be happy to share.

You can create many variations that apply to different scenarios, so you can manage them all in one place. For detail on how to manage this, please refer to Creating Display Conditions earlier in this article.

Writing a Variation

You have a few options open when writing your variation. You have basic text editing capability including bold, italic, underline, bulletin, and link shortening. You also have placeholders, which let you insert Variations that Gnatta has available. Things like customer names and order numbers can also be inserted into your variable.

The text box shows how many characters you’ve used, make sure you’re aware of character limits if you’re using this variable on a channel that has them.

Finally, we have the Strip HTML button, which will make sure the response is sent in plain text, avoiding any poor formatting on channels that don’t support HTML, such as Twitter or Facebook.

Once you’ve created the variation you want, and you’ve added conditions to the variation as well as the content response, you’re ready to go! Take the content response through the four stages, and you’ll see the content when it fulfills the conditions for it to show.

๐Ÿ—๏ธ If you’d like to activate Content Responses for your customer service team, talk to your Account Manager or get in touch today.

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