Create Item Step

Overview

The Create Item step in the Flow Builder creates a new Email or SMS conversation with designated external recipients.

For example, when a customer is communicating with a Chatbot or AI Chatbot through Chat or WhatsApp and the process needs to continue by email or SMS, the Create Item step can open a new conversation in the selected channel. The communication can be sent from the customer to an agent or from the organization to the customer.

This enables a flow to continue the customer interaction through another communication channel when needed.
Note:

• To create an Email conversation, the customer's pane must include an email address. To create an SMS conversation, the customer's pane must include a phone number.
• The newly created conversation does not require an associated automation flow. It can be routed to an available human agent according to the channel's configuration.

Creating a New Create Item Step

1. In the Flow Builder of the relevant Chatbot or AI Chatbot, click the + icon next to or below the desired step, and select Create Item. 
   

2. Click + Create Item and select the communication type: Email or SMS. 
   

For Email:

3. Select the channel for the created Email

4. Select the direction of the communication:

   • A new conversation originating from the customer’s email, as it appears in the Customer Pane, to the selected channel.
   • A new conversation originating from the selected channel to the customer’s email.

5. For outgoing email, configure the email details:

   1. Recipient, CC, and Bcc – Enter the relevant email addresses. You can add multiple addresses in each field, separated by commas.
   2. Email Subject / Type of Answer Expected – Enter a subject that describes the content expected in the email, for example, Accident Report when the recipient is expected to attach an accident report.
   3. Email Conversation Summary (optional) – Check the box to add a summary of the conversation to provide context in the email. Note: This is an Email-specific feature and is separate from the AI Conversation Summary feature.

6. Enter the message that will be sent out to the customer or agent (depending on the selected direction)

7. Enter the message to display to the customer in the current conversation. For example: An email was just sent to you. Please attach the document we discussed.

8. Add media (optional)

9. Click Save. 
   

For SMS:

3. Select the channel for the created SMS
4. Enter the message sent out to the customer.
5. Enter the message displayed to the customer in the current conversation. For example: An SMS was just sent to you. Please confirm the security code you just received.
6. Add media (optional)
7. Click Save.