HubSpot Ideas

AlexisM

Need if / then branches map for Chatflows

As a Marketing Manager who creates and maintains my company's chatbots, it would be extremely timesaving for me to have a map (think workflow diagram) of the entirity of my chatflow's actions, where I can see how a bot's programmed conversation containing if / then branches flows down all paths in a single view. 

 

Currently when building a chatflow with if / then logic branches, I can only see a single path of one branch at a time by individually clicking through the responses. This makes it difficult to remember what questions or actions have already been presented and where they fall within each path. With each if / then branch added, it becomes even more tedious to retrace your steps. 

Below I've included examples of other companies who have similar features.
Typeform Logic Map:
Logic-Map-Typeform.png

Drift editor:
Drift-Layout.png

8 Replies
CJung
Member

The Chatbot needs to be able to have actual branching using the If/Then. Right now all branches return to a single endpoint. This is pretty dumb seeing as this is essentially a workflow and you already allow for full nonlinear branching with workflows.

 

The chatbot is basically a linear sequence of events that you can only skip specific things, but never change the end outcome. This is a really short sight design as the end outcome for feedback will never be the same end outcome for an issue or ticket.

RacheleCom
Member

From what I understand, the various paths or branches of a chatflow actually don't have to end at the same point. I've created ones that end differently, e.g. if the chatter goes down one path, they end up at a "have team follow up" endpoint, and if they go down a different one, they end up at a "close chat" endpoint.

 

The confusing thing is that the various branches and endpoints are not laid out visually the way a workflow is, although it really should look the same and have similar options.

RacheleCom
Member

YES! Put differently, I wish the chatflow editor looked and functioned more similarly to the HubSpot workflow editor. They are essentially the same thing, or ought to be. Instead of having "If response is X," and "If response is Y" as radio buttons, basically, they should be shown as If/then branches.

 

This might also resolve the need of CJung here: https://community.hubspot.com/t5/HubSpot-Ideas/Non-Linear-Chat-bot-actual-branching-with-If-Then/idi...

cristina-psious
Member

PLEASE! The chatflow editor is confusing and not user friendly at all! All it needs is to look like the workflows editor and then you can easily find mistakes, change steps, etc. It's crazy that it's been designed in this way with no global overview.

ancaban
Participant

Yes, we need the chatflow/chatbot to be easily editable as well!!

PClarke
Member

Yes, please add this HubSpot, it will make editing the Chatflows so much easier as you have to remember everything that you can't see or map it all out in another tool first at the moment.

PClarke
Member

I think this is the same as this idea:HubSpot Community - Need if / then branches map for Chatflows - HubSpot Community

@hubspot can you merge these?

ATinius
HubSpot Moderator

Hi all! Thank you for your thoughts here. I'm merging this idea with a similar one so that we can keep an accurate count.