Chat Desk node & Routing screen enhancements

Release date: 5 October 2022

Release Summary

This release focused on enhancing the Chat Desk node and Routing section of Chat Flow.

Chat Desk node enhancements

We've replace the previous "Touch" node with the "Chat Desk" node.

In the quest to make channel and product linking easier, we've updated the Chat Desk node by removing the manual "copy and paste" fields the flow-builder had to perform.

We've replaced it with Production Integration and Sandbox Integration dropdown menus. The Chat Desk API tokens are automatically pulled into the drop-downs for the flow-builder to select from.

A Department dropdown was also added. If Departments are set up in Chat Desk, the flow-builder can now select the department where the user must be directed first when they reach this node.

The new and improved Chat Desk node

Routing section enhancements

In certain use cases, you might want your end-users to be routed directly into Chat Desk (i.e., "bypassing" a bot). In such cases, you need to select "Chat Desk" from the Service dropdown in the Routing section. Similar to the Chat Desk node enhancement above, the Properties drop-down will automatically be populated with the available integration(s), so the flow-builder can simply select one instead of having to copy and paste it.

Select the applicable Chat Desk integration for direct routing to Chat Desk

Furthermore, we've ensured a consistent experience for flow-builders when selecting the flow and step that should be triggered for each route. This follows the same process as in the "Logic" section when configuring individual nodes.

Change the route's properties

Select the flow and step you want this route to point to

We've also updated the Routing section's UI, giving it a fresh new look that is consistent with the rest of the product. The empty state (i.e., if no routes have been set up yet) was updated to give you a clear indication of your next steps.

Empty state of the Routing section