1. Home
  2. Build with the Editor
  3. WalkMe Apps
  4. ActionBot
  5. How To Create Effective UX When Connecting Smart Walk-Thrus to the ActionBot

How To Create Effective UX When Connecting Smart Walk-Thrus to the ActionBot

Updated on December 23, 2018
Download PDF

Brief Overview

Combining Smart Walk-Thrus with the ActionBot enables you to improve your end-users’ user experience (“UX”) exponentially.

Combining these two apps enables the following UX workflow:

  1. Using the ActionBot, your end-users can learn and convey information by doing nothing more than engaging in natural Conversations with a friendly Bot; and
  2. Connecting the ActionBot to a Smart Walk-Thru lets WalkMe use the answers gathered during these Conversations to perform complex and arduous tasks on behalf of your end-users.

This article will walk you through the planning process for connecting these apps effectively, with your end-users’ UX in mind.

To learn the steps required to connect these apps, see the ACTION section in our How To Create an ActionBot Conversation article.

Consider Your Desired Level of Automation

There are three levels of automation you can configure when connecting Smart Walk-Thrus to ActionBot:

  1. No automation: The Bot will trigger guidance only, and will not actually perform a task for the end-user:
    • No end-user input is required;
    • You can use the Bot right away without any existing content. Just connect the Bot to a pre-existing Smart Walk-Thru and the Bot will trigger it;
    • Fastest deployment.
  2. Partial automation: Made up of a mix of automation and end-user interaction:
    • Some end-user input is needed;
    • Use guidance balloons to prompt the end-user when his/her interaction is needed to complete the process;
    • Possible use cases:
      • When the process involves searching for content and the end-user user needs to make a choice in the course of this process;
      • When the process involves something that can’t be achieved using an Auto-Step.
  3. Full automation (preferable when possible): The Bot collects all required input during the Conversation and automates the process in full for the end-user.

 

Study End-To-End Example # 1: Adding a Price Book in Salesforce

Step 1: Watch a demo of the process

  1. Sign into the WalkMe Playground website (https://walkme.com/play/sfrc/index.php) using your Editor credentials;
  2. Complete the How to Create a Price Book Walk-Thru in the ActionBot (by clicking the ActionBot icon in the screen’s bottom-right side).

Step 2: Write down the steps needed to complete the process

  • 4 clicks;
  • 1 end-user input (Price Book name);
  • 1 click on the check-box (that everyone forgets!).

Step 3: Pinpoint the end-user input required

  • In this case the input required is the Price Book name.

Step 4: Determine which of the three automation levels to use

  • From a UX perspective, it’s preferable to use the highest level of automation possible;
  • Sometimes you can only determine the proper automation level while building the Smart Walk-Thru;
  • In this case, capturing all elements is easy, and therefore full automation is probably possible.

Step 5: Build the associated Smart Walk-Thru

  1. In your Smart Walk-Thru canvas, choose Auto-Step:
  2. Capture the following using Auto-Step:
    1. Click Products;
    2. Click Manage Price Books;
    3. Click New;
    4. Fill Text in Price Book Name field:
      • Format is ${any_value_you_want_here};
      • Use ${Name} to be consistent in this example;
      • Don’t use any spaces inside the “{}”;
    5. Click the checkbox next to Active.
  3. We recommend using a Step balloon instead of an Auto-Step at the end of the process to encourage the end-user to review all the data and then click Save;
  4. Here’s what the final flow should look like in the canvas:

Step 6: Play the Smart Walk-Thru to test the Auto-Steps

  • Click the Play icon in the lower left-hand of the Editor:

Pro-Tips: If your Auto-Steps are not working properly, try these fixes:

  • Try using alternative methods of identifying elements, e.g., jQuery;
  • Try Wait For Steps, since Auto-Steps sometimes try to play before a website’s elements have fully loaded;
  • If all else fails, use balloons instead of Auto-Steps for the trouble Steps and request end-user interaction.

Step 7: Choose a Bot and create a new Conversation

  1. Add a Launcher to the Bot. You can select a pre-existing Launcher or add a default Launcher to your Bot;
  2. In the Bots tab, click Assign Conversations and click + Add new conversation:
  3. Give a Name, Display Name and Keyword(s) to your Conversation:

    • Add the keywords: Pricebook, Price, Book, Product.
  4. For more details on creating Conversations, see our article How To Create an ActionBot Conversation.

Step 8: Configuring the Conversation

  • Add the following building blocks to the Conversation flow:
    1. Message: “OK, let’s add a pricebook together.”
    2. Question: “What is the name of this Price Book?”
    3. Message: “Sit back and let me create the new @… Price Book for you.”

      • The “@” sign, called a mention, will trigger the list of existing questions in the conversation.
    4. Action: Here we’ll connect the Conversation to the Smart Walk-Thru as follows:
      • Give a name to the Action (e.g., “Trigger SWT”);
      • In the Conversations tab in the Editor, click the Smart Walk-Thru dropdown menu and select the Smart Walk-Thru you created in Step 2 above;
      • In the Data The Smart Walk-Thru Requires section, complete the following steps:
        • Click the dropdown menu and select the question you created in step 8.2 above;
        • Rename this question ${Name}.
      • The screen should look like this:
      • Configure the Conversation’s flow as follows:

Step 9: Preview your Bot and Conversation

  • Return to the Bot and click the PREVIEW button.

Step 10: Preview content from the WalkMe Editor

  1. Click BACK TO EDITOR Return to the WalkMe Editor’s main section;
  2. Click the Preview button in the lower left hand of the Editor’s blue Admin Bar;
  3. Use the Bot to create a new Price Book and ensure it works smoothly.

Step 11: Publish The Bot, Smart Walk-Thru, and Launcher

  1. Click the Publish button in the Editor’s blue Admin Bar;
    1. Click the Publish tab;
    2. Click Smart Walk-Thrus on the left side and check the box of the Smart Walk-Thru you would like to publish;
    3. Do the same for Launchers, and click Publish to your preferred environment.
  2. Return to your Bot interface.
    • Navigate to the Bot you want to publish;
    • Click the PUBLISH button in the lower right;
    • Check the checkbox and click PUBLISH in the popup that appears:

 

Study End-To-End Example # 2: Adding an Opportunity in Salesforce [ADVANCED]

Step 1: Watch a demo of the process

  1. Sign into the WalkMe Playground website (https://walkme.com/play/sfrc/index.php) using your Editor credentials;
  2. Complete the How to Create an Opportunity Walk-Thru in the ActionBot (by clicking the ActionBot icon in the screen’s bottom-right side).

Step 2: Write down the steps needed to complete the process

  • 2 clicks;
  • 4 end-user inputs.

Step 3: Identify the needed input

  • Opp Name;
  • Opp Amount;
  • Close Date;
  • Stage (List option).

Step 4: Determine which of the three automation levels to use

  • From a UX perspective, it’s preferable to use the highest level of automation possible;
  • Sometimes you can only determine the proper automation level while building the Smart Walk-Thru;
  • In this case, capturing all elements is easy, and therefore full automation is probably possible.

Step 5: Build the Smart Walk-Thru

  1. Add a Popup Step that says “Automation In Progress;”
  2. Capture the following using Auto-Step:
    1. Click Opportunities;
    2. Click New;
    3. Fill Text in Opportunity Name field, Amount field and Close Date field (date formatting in the Smart Walk-Thru):
      • Format is ${any_value_you_want_here};
      • Use ${Name}, ${Amount}, and ${closeDate} to be consistent in this example;
      • Don’t use any spaces inside the “{}”;
    4. Select List Value using ${Stage}.
  3. We recommend using a Step balloon instead an Auto-Step at the end of the process to encourage the end-user to review all the data and then click Save.
  4. Here’s what the final flow should look like in the canvas (not including the final Step balloon):

Step 6: Play the Smart Walk-Thru to test the Auto-Steps

  • Click the Play icon in the lower left-hand of the Editor:

Pro-Tips: If your Auto-Steps are not working properly, try these fixes:

  • Try using alternative methods of identifying elements, e.g., jQuery;
  • Try Wait For Steps, since Auto-Steps sometimes try to play before a website’s elements have fully loaded;
  • If all else fails, use balloons instead of Auto-Steps for the trouble Steps and request end-user interaction.

Step 7: Choose a Bot and create a new Conversation

  1. Add a Launcher to the Bot. You can select a pre-existing Launcher or add a default Launcher to your Bot;
  2. In the Bots tab, click Assign Conversations and click + Add new conversation:
  3. Give a Name, Display Name and Keyword(s) to your Conversation:

    • Add the keywords: “Opportunity,” “Opp,” “Op.”
  4. For more details on creating Conversations, see our article How To Create an ActionBot Conversation.

Step 8: Configuring the Conversation

  • Add the following building blocks to the Conversation flow:
    • Message: “OK, let’s add an opportunity together”;
    • Question: “What is the Opportunity Name?”;
      • Question Type: Text;
      • Question Name: “Name”.
    • Question: “What is the opportunity dollar amount? (Higher than 50 dollars)”;
      • Question Type: Number;
      • Question Name: “Amount”;
      • NLP question;
      • Add Validation to validate that the amount is greater than 50 as follows:
        • Click the ADD VALIDATION button inside the question:
        • Name your Validation and set the condition needed to validate the question as greater than or equal to 50:
    • QuestionWhen is the close date?”
      • Question Type: Date;
      • Question Name: “Close Date”;
      • NLP question;
      • Add suggestion: “Today,” “Tomorrow,” “Next Week”.
    • Question: “What is the current stage?”
      • Type: Choice;
      • Name: “Stage”;
      • Add Suggestions: “Prospecting,” “Qualification,” “Needs Analysis,” “Value Proposition,” “Id. Decision Makers,” “Perception Analysis,” “Proposal / Price Quote,” “Negotiation / Review,” “Closed Won,” “Closed Lost”;
      • Match A Suggestion Using Keywords: Add “lost” to “Closed Lost” and add “won” to “Closed Won”:
    • Question:
      • “OK, I’m going to add Opportunity: @oppName. Here’s its additional info:
        • The Amount is @Amount $;
        • The Close Date is @Close Date;
        • The Stage is @Stage;
        • Can I proceed?”
          • Question Type: Boolean (will extract true or false value);
          • Question Name: “Confirmation Question”;
          • NLP question;
          • Uses four mentions (“@”) to insert the values extracted from  previous questions;
          • Add suggestions: “Yeah, Let’s add the opp”, “No, I need to start-over”:
    • Condition
      • Condition Name: “Can we proceed?”
      • Use this condition to branch the conversation between (1) the Action (which triggers the Smart Walk-Thru) and (2) a return to the initial question:

Step 9: Connect the Conversation to the Smart Walk-Thru

  1. Give a name to your Action (e.g., “Trigger SWT”);
  2. In the ActionBot Editor’s Smart Walk-Thru dropdown menu, choose the Smart Walk-Thru you created;
  3. Configure the Data The Smart Walk-Thru Requires section as follows:
    • Opportunity Name -> ${Name};
    • Amount -> ${Amount};
    • Close Date -> ${closeDate};
    • Stage -> ${Stage}:

Step 9: Preview your Bot and Conversation

  • Return to the Bot and click the PREVIEW button.
    • In the Stage type question, try to write a sentence with the word “won” and see that the Bot selects the “Closed Won” suggestion.

Step 10: Preview content from the WalkMe Editor

  • Click BACK TO EDITOR Return to the WalkMe Editor’s main section;
  • Click the Preview button in the lower left hand of the Editor’s blue Admin Bar;
  • Use the Bot to create a new Price Book and ensure it works smoothly.

Step 11: Publish The Bot, Smart Walk-Thru, and Launcher

  • Click the Publish button in the Editor’s blue Admin Bar;
    • Click the Publish tab;
    • Click Smart Walk-Thrus on the left side and check the box of the Smart Walk-Thru you would like to publish;
    • Do the same for Launchers, and click Publish to your preferred environment.
  • Return to your Bot interface.
    • Navigate to the Bot you want to publish;
    • Click the PUBLISH button in the lower right;
    • Check the checkbox and click PUBLISH in the popup that appears.

 

 

Was this article helpful?

Related Articles