Nodes and actions

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Messaging

• Simple Message: A standard text message that can include media.
• Interactive Message: A message with up to three buttons or a list of up to ten items.
• WhatsApp Template: A pre-approved message template.
• WhatsApp Flow: A form for customers to fill in for data collection.
• Note: Internal notes visible only to the team (e.g., “@Amr, this lead is qualified.”).
• User Reply: Captures customer responses and saves them to flow variables or properties.

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Flow control

• Conditions - Define branching logic based on tags, properties, and flow variables.
• Jump to Node - Quickly redirect your chat flow to any node in the canvas.
• Delay - Adds a pause (between 5 seconds and 12 hours) before the next step.
• Wait for Answer - Holds the bot flow until the customer responds.

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Workflow actions

• Open Conversation - Opens the conversation and ends the bot flow.
• Solve Conversation - Marks the conversation as resolved and ends the bot flow.
• API Call (HTTP Request) **- **Allows integration with external systems.
• Tag Contact or Conversation - Adds relevant labels for categorization.
• Assign to an Agent or Team - Routes the conversation accordingly.

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Integrations

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HubSpot actions

• Assign HubSpot Owner - Assigns the conversation to the contact’s associated HubSpot owner (company, deal, or ticket).
  • The HubSpot owner must be a teammate in Rasayel with the same email they use in HubSpot.
  • You can set a fallback user in case assignment fails or if no owner is assigned in HubSpot.
  • Fallback: Decide what happens if the owner assignment isn’t successful for any reason.
• Check Contact Existence - Checks if the contact exists in HubSpot using their phone number.
  • Fallback: Decide what happens if the contact is not found in HubSpot.
• Check Contact Association - Verifies if the contact has any linked associations (e.g., deals, companies).
  • You can choose which type of association to check—company, deal, or ticket.
  • Define how the flow should continue if there is only one associated object or multiple.
  • Fallback: Decide what happens if no association is found or if the contact isn’t linked to any object.
• Create Contact - Creates a new contact in HubSpot for the customer.
  • Fallback: Define how the flow continues if the contact creation fails.
    • Tip: You can chain this with the ‘Note’ node to alert management and investigate what went wrong.
• Assign Association Owner - Assigns the conversation to the HubSpot owner of the associated object.
  • Choose which type of association to check for ownership assignment—company, deal, or ticket.
  • If multiple associated objects exist, you can assign ownership based on the oldest or newest one.
  • Fallback: Decide what happens if the association’s owner is not found in Rasayel or if the contact isn’t linked to the association.
• Create Deal - Creates a new HubSpot deal for the contact.
  • You can define the deal name using regular text, flow variables, or properties.
  • Fallback: Decide what happens if the deal creation fails.

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Ending a chatbot flow

• Assign to an Agent
• Assign to a Team
• Close/Open the Conversation

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Fallbacks

• A customer interacts outside the predefined flow.
• A customer clicks buttons from previous messages.
• A customer doesn’t respond within a specified time (15 minutes - 24 hours).

• Redirecting the conversation to an agent or team.
• Opening or closing the conversation.
• Adding contact or conversation tags.
• Making an API call to an external system.

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Fallback types

• Default Fallback: Applies to the entire chatbot flow.
• Activates only if no node-level fallback is defined.
• Ensures there’s always a fallback mechanism, even if individual nodes don’t have custom fallbacks.

• Higher Priority: These fallbacks apply to specific nodes within the chatbot flow.
• They trigger when the user interaction deviates at that particular node.
• If a node-level fallback is set, it overrides the trigger-level fallback.