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How can I handle Flow Closures?
  • 23 Aug 2022
  • 3 Minutes To Read
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How can I handle Flow Closures?

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There are instances when an end user may close a Flow while it is playing. This could be because of many reasons. The user may have figured out what the next steps are going to be. However, if they have not, it's always a good idea to check.
Whatfix enables you to handle Flow closures in two ways:

  • Flow Closure Feedback: Enables you to receive feedback from your end users on the reason for Flow closure.
  • Flow Close Message: Enables you to show a message to your end users when they close the Flow.
    For example, the message could say "You closed an ongoing guided help. Do you want to resume it?"
    Such a message will help them resume the Flow if they tried to close the Flow by mistake.
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If both features are enabled together, the Flow Closure Feedback takes precedence over the Flow Close Message. So, it is recommended to use both features independently.

Flow Closure Feedback

Flow Closure Feedback enables you to ask for end-user feedback when they manually close the Flow using the close button. This helps you understand directly from them why your user closed a Flow before completing it. In case your end user closes the Flow tooltip by mistake, they also get the option to resume the Flow through the feedback pop-up.


The scenarios under which the end users can close a Flow are:

  • Already aware of the steps they must follow to complete a task.
  • Closed a Flow by mistake.
  • Found the Flow not relevant to the task they want to complete.

The feedback pop-up appears only when your end user closes the Flow for the first time. In case they close the same Flow more than once, they are shown a toast message to resume the Flow just in case they closed it by mistake.

Screenshot 2021-04-08 at 1.39.15 PM.png

Note

The toast message disappears after 5 seconds.


Configuring the Flow Closure Feedback pop-up

The color of the Flow Closure Feedback pop-up is the same as the Flow Tooltip. Changing the Flow Tooltip color also changes the Flow Closure Feedback pop-up color.

Screenshot 2021-04-08 at 1.39.03 PM.png

To configure the Flow closure feedback pop-up options, contact [email protected].

You can change the following configurations:

  • Feedback options.
  • Resume button link color.
  • Close button color.
Note

You can't configure the toast message.


Accessing the Flow Closure Feedback Report

You can access the Flow Closure Feedback report through the Analytics section on the Dashboard.

image (4).png

Enabling Flow Closure Feedback

To enable this feature in your application, contact [email protected].

Flow Close Message

You can show a Flow Close Message every time your end users manually close the Flow using the close button. They are shown a toast message to resume the Flow in case they have closed the Flow by mistake.

Note

The toast message disappears after 5 seconds.


Configuring the Flow Close Message

You can configure the Flow Close Message at the Account level and Flow level.

Account Level

Use the following steps to configure the Flow Close Message at the Account level,

  1. On the Whatfix Dashboard, navigate to the top right, and then click the Settings icon.
    Dashboard_settings

  2. Click Configuration.
    2022-06-23_19-18-03

  3. On the Theme tab, click the Flow Close Message tab.
    Dashboard_flow_close_message

  4. On the right, select the Flow Close Message checkbox.
    Dashboard_flows_flow_close_message

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  • You can't customize the toast message.
  • You can configure the text style, color, alignment, size, and button color, enable/disable the 'X' on Pop-up, and its color.
  1. Make the necessary changes, and then click Save.
    Dashboard_flow_close_message_save

Flow Level

Use the following steps to configure the Flow Close Message at the Flow level,

  1. On the Whatfix Dashboard, hover your cursor over the Flow you want to edit, and then click the Edit icon.
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  2. Click the Customize button.
    Dashboard_flow_customize(4)

  3. Click the Flow Close Message tab.
    Dashboard_flow_flow_close_message

  4. On the right, select the Flow Close Message checkbox.
    Dashboard_flow_close_message_enable_flow

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  • You can't customize the toast message.
  • You can configure the text style, color, alignment, size, and button color, enable/disable the 'X' on Pop-up, and its color.
  1. Make the necessary changes, and then click Save.
    Dashboard_flow_close_message_save

Enabling Flow Close Message

To enable this feature in your application, contact [email protected].


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