In Destinations, you decide where the conversation goes depending on user responses. The conversation can follow two types of destinations: Default Destination or Custom Destinations.
How to configure the Default Destination
Configuring a default destination is very simple and is used to ensure that the conversation always has a logical flow, even when none of the specific conditions are met.
Access the Builder.
Go to the Destination tab > choose Default Destination.
You will see a list of all the destinations you have created. The default destination is the one the conversation will be directed to if none of the specific conditions are met.
Practical Example
Imagine that you asked several questions and created specific conditions for different responses. However, if the user's response does not match any of those conditions, the conversation will automatically be directed to the default block you selected.
For example, you might have a default block that says:
"Sorry, I didn’t understand your response. Could you please rephrase it?"
The default destination is used when none of the specific conditions are met. This is useful to ensure that the conversation continues logically, even if the user’s response does not match any specific condition. For example:
If the user provides a response that is neither “Yes” nor “No”, the conversation can go to a block that asks for more information or provides further clarification.
Understanding it in practice
Let’s assume the following interaction between the bot and the user:
Chatbot: Would you like to receive our offers by email?
User answers “Yes”: Goes to the block that collects the email.
User answers “No”: Goes to the block that thanks the user and ends the conversation.
User answers something different from “Yes” or “No”: Goes to a block that asks the user to choose between “Yes” or “No”.
How to configure Custom Destinations
To configure a custom destination, you need to define conditions that route the conversation based on the user’s response.
Access the Builder.
Go to the Destination tab > choose Custom Destinations.
The platform will prompt you to define one or more conditions for routing the conversation:
Variable: Here, you choose a variable that contains the user’s response or data. For example, it could be a variable that stores the answer to a previous question, such as name, age, or any other information.
Operation: This section displays a list that allows you to define the specific condition the variable must meet. The available options are:
Equals: The variable must have exactly the value you enter.
Less than or equal to: The variable must be less than or equal to the value you enter.
Less than: The variable must be less than the value you enter.
Greater than or equal to: The variable must be greater than or equal to the value you enter.
Greater than: The variable must be greater than the value you enter.
Not equal to: The variable must be different from the value you enter.
Contains: The variable must contain the value you enter.
Value: Here, you select the destination block where the conversation should go if the condition is met. You can choose from the blocks you have already created.
Practical Example
Let’s configure a condition to route the conversation based on the user’s age:
Variable: age
Less than: 18
Value: “Underage” block
In this example, if the user’s age variable is less than 18, the conversation will be directed to the “Underage” block.
Need help with Zenvia Customer Cloud?
If you follow the instructions in this article and still have difficulties or questions related to Zenvia Customer Cloud, please contact our Support team directly. Check the step-by-step guide in the article: How to contact Zenvia Technical Support.