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Overview

User Communication Elements are components within the Guided Workflow Canvas that enable direct communication with users as they navigate a workflow. These elements are designed to convey important messages, updates, or instructions, enhancing the user experience and guiding them through each step. Key components include various screens (Standard, Secure, and Transition) for displaying information, as well as tools for sending SMS, emails, and WhatsApp messages. Additional elements like Confirmed Appointment, Cancel Appointment, Schedule Callback, and Reschedule Callback provide scheduling options, allowing workflows to offer seamless communication and appointment management directly within the user journey.

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Key Features and Capabilities

The following are the key features and capabilities of User Communication Elements

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Screen Node

• The users can easily gather input from customers by utilizing various components available on a Screen. These components are designed to collect specific types of information from the user such as text, numbers, radio buttons, picklists, etc. To ensure the accuracy of the data collected, validation rules can be set to verify the user's input. 

• Each component on the screen should be labeled appropriately to help users understand what information is required. Additionally, each component should be assigned an API name, which is a unique identifier and may be used to fetch user input value in subsequent actions/screens in the workflow. 

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Secure Screen Node

One option to enhance the security of a guided workflow is to include a secure screen that transmits data directly to a PCI-compliant server. By utilizing this secure screen, sensitive data such as credit card numbers and personal identification information can be sent directly to the PCI server, bypassing the Sprinklr platform altogether. This ensures that the data remains secure and is not stored on Sprinklr's servers, minimizing the risk of unauthorized access or data breaches. 

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Transition Screen

The Transition Screen node in Guided Workflows offers versatile actions to streamline agent navigation and external interactions. This node empowers dynamic workflows by enabling seamless transitions based on specific use cases or customer contexts.

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Send SMS/Email/WhatsApp 

The Send SMS/Email/WhatsApp element enables you to dispatch messages to customers through SMS, Email, or WhatsApp. This element can be used to communicate with customers across different channels based on their preferences. This could involve sending instructions for issue resolution, delivering invoices via email, or sharing itineraries either through SMS, Email, or WhatsApp. 

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Confirmed Appointment

You can send notifications to the customer to confirm/authenticate the appointment that they have booked. The appointment will only be confirmed if the user clicks on the confirmation link before the expiry. You have the flexibility to choose the channel through which the confirmation will be sent. You can choose either Email, SMS, or WhatsApp as a channel for communication. 

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Cancel Appointment

In case of cancellation or modification of any appointment, the initial appointment needs to be canceled using the cancel appointment Node/ element . 

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Schedule Call Back

You can schedule an outbound call to a number using this element and assign it to a queue, agent, or journey. 

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Re-Schedule Call Back

• The details of a callback task cannot be altered once it is scheduled. With the Reschedule Callback node in Guided Workflow, agents can reschedule callbacks with changes. 

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Cancel Callback

The Cancel Callback node allows you to cancel scheduled callbacks or outbound calls based on case, profile, or specific case IDs. It ensures cleaner communication workflows by removing redundant or outdated callback actions.