Request Input

The Request Input node asks the customer to enter information (e.g., words, dates, numbers). This user input is then saved as a variable that can be referred to in other nodes in your workflow.

If you make use of the Validation Pattern and Cancel Input fields, remember to give the correct instructions to the customer as part of the Menu Text so that it is clear what is expected from them when providing their input.

Setup of a Request Input node

Example flow containing Request Input node

Hide/unhide sensitive information

When asking customers for sensitive information that you do not want to be visible in the chat (e.g., a password), you can enable the Sensitive toggle.

The Sensitive toggle is turned OFF by default. The information provided by the customer in this step is visible in the Chat Flow logs, in the chat channel, and for the agent to read when the conversation with the customer is transferred to Chat Desk.

If enabled, the customer is presented with a link when they arrive at this step in the workflow. Clicking the link takes them to a secure website hosted by Clickatell where they can enter the sensitive data.

When clicking "Submit" they are taken back to the channel to continue with the next step of the workflow. The sensitive information is masked out in the Chat Flow logs, is not visible in the chat channel (even to the customer themself), and if the user is transferred to Chat Desk, the information the user entered is masked out with asterisks (see below).

Masked information in Chat Desk (sensitive toggle: on)