Structure Content Interactivity Controls

Introduction

LivePerson is looking to maximize the amount of control brands have over their conversational flows that use structured content. In particular, there are two specific use cases that have come up:

Old Structured Content should be non-interactive: When users are scrolling up to older structured content and selecting content that posts text into the conversation. Bots are not expecting content from old SC which can break the flow and create a less-than-desirable user experience.

Configure Guided Only Experience with Engagement Window: when users are typing and submitting text into the conversation while the bot is expecting specific response from the structured content, bot flows can break and create a less-than-desirable user experience. 

The goal is to force the user to respond with one of the options from the last SC that was sent as opposed to allowing freeform responses and/or selecting responses of older structure content in the conversation.

Configuration: 

We have set a two level configuration which allows convenient together with total flexibility for brands to control their flows as desired, both flags are set to false by default and the existing behavior will be kept unless configured otherwise.  

Brand level (Site settings) - controlled via management console - default behavior to control the behavior in all flows when there is no specific flag set on a component.

• messaging.web.blockSCWhenNotLastMsgDefault
• messaging.web.blockTextInputDefault

Component level flag - (set inside the json of each structure content) - 

• blockSCWhenNotLastMsg - can be placed in any level of structure content json in order to disable all components in this level, For example, if the flag is set on a card level, all components in this card will be disabled. If the flag is set on a button level, the button will be the only component that will be disabled. This flag always takes precedence over the brand level flag.
• blockTextInput - should only be placed on a structured content level in order to prevent conflicts as there is only one text input field that can be disabled. This flag always takes precedence over the brand level flag.

Caveats: 

The bot studio does not currently support this functionality. This does not affect brand level flags but OOTB structure content will not have an option in the UI to enable/disable either of the flags.

The universal tile can be used in order to paste a json and have this functionality in an existing or new bot flow, universal tile preview capability will not work once either of the flags will be added to the json.

LivePerson is planning to roll out an update for the universal tile preview on {TODO, CBB release date e 1} and add additional UI support in all existing structure content on {TODO, CBB release date phase 2} 

The agent workspace does not currently support this functionality. The structure content widget can’t be used at this moment.

Quick Replies are currently controlled on a brand level flag only.

JSON Examples

For examples, click here.