SnapCall Flow offers a multi-step flow feature, designed to guide customers through media recording with clear, step-by-step instructions. This feature is especially useful for processes like Know Your Customer (KYC), car check-in/check-out, or any situation where customers need structured guidance to complete this successfully.
Multi-step flows let businesses define a sequence of steps for customers to follow. Each step can include specific instructions and media capture options, ensuring that all required information is collected and recorded accurately. This helps customers complete tasks confidently while giving support teams the information they need.
š Key Features
Define Customer Workflows: Set up a sequence of steps that guide the customer in providing the information or media requested by your support team.
Step-Specific Instructions and Media Capture: For each step, provide clear instructions and specify the types of media customers should uploadāphotos, videos, or documentsāso that all necessary information is collected accurately.
Automatic Record Management: Store all uploaded media in the SnapCall dashboard and automatically sync it with the associated CRM ticket, whether itās being created or updated.
Public Page Customization: Control how the flow appears to customers on your public page by setting a custom image, title, and description.
Step-Specific Prompts and Analysis: Define custom guidance and evaluation for each step so that media uploaded by the customer is processed according to the specific needs of that step.
š ļø How to Set Up Multi-Step Flows
Access the Flows Section: Go to 'App & Tools' in your SnapCall dashboard and select 'Flows'.
Create a New Flow: Click the "New" button to start a flow configuration.
Define Steps: Add multiple steps with clear instructions and media options.
Add Branding: Include titles, descriptions, and images to match your company style.
Publish and Share: Share the flow link with customers via email, website, or chat.
š How to use a multi step Flow
Once the Flow is created, there are multiple ways to use it:
If you're using Zendesk, your agents will find the Flow available on the SnapCall widget on the bottom part of the screen, as shown in the image below. When used from an existing ticket, the Flow will add all uploaded media into the same instead of opening a new ticket.
You can copy the link of your Flow and add it inside an automatic response, an FAQ or inside a button of your website. For example, you can add a troubleshooting Flow inside an FAQ related to the same topic, so that if the customer requires further assistance they can record a media and this would create a ticket inside your connected CRM.
āYou can add your Flow to your Zendesk Messaging widget, so that customers can record live any media directly from there. One recorded, SnapCall will return all AI output, which you can use on the Messaging widget to automate use case or build different conditions based on the media content.
š§ How Multi-Step Flows Help Your Business
Multi-step flows guide customers through tasks step by step, making sure information is collected correctly while keeping the process simple and reliable. Here are some key applications and benefits:
KYC and document upload
Guide customers through identity checks, document uploads, and verification steps. This reduces errors, ensures all required documents are collected, and keeps clear records for compliance.Car Check-In/Check-Out
Customers can follow a defined sequence to submit photos or videos of their vehicle. This creates accurate documentation, prevents misunderstandings, and saves time for both customers and support staff.Reporting and Returns
Customers can report product or vehicle issues, damages, or initiate returns by following defined steps and submitting media. This ensures all necessary information is collected, reduces back-and-forth questions, and keeps records properly documented in SnapCall and synced with your CRM.
Benefits Across All Use Cases:
Clear Guidance: Step-by-step instructions reduce confusion and errors.
Complete Information: All required data is collected at each stage.
Time Savings: Customers complete tasks in one guided process, reducing support inquiries.
Organized Records: Media and information are stored in SnapCall and synced with CRM tickets for easy access.