Chat tasks and topics for visitors
Guide visitors through suggested topics, selectable answers and tasks inside the chat pane.
What it is
Tasks guide visitors through a request inside the chat pane. A task can ask questions, offer choices, collect form answers and hand the request to an operator. The pane can also show related topics that visitors select to continue the conversation.
Who uses it and why
Administrators plan the visitor journey with a user who has the Bot Trainer role. Visitors choose topics and complete task steps to get help or supply information before speaking to an operator.
Where to find it
With the Bot Trainer role, configure Settings › Bots › Virtual Assistant › Tasks and Settings › Bots › Virtual Assistant › Steps. With the Settings role, select Pre-Chat Task in Settings › Chat › Themes.
Visitors see task prompts and related topics directly in the chat pane. Related suggestions use Related: unless alternative wording is supplied.
How it works
- A configured entry point starts a task or a reply offers related topics.
- The visitor selects a topic or responds to the current task step. Selecting a related topic submits that choice and removes the suggestion list.
- Task choices and answers determine what happens next. A step can use the message input, show a form or open an embedded interaction.
- Where the task provides them, the visitor can go back, cancel, leave a message or move to an operator.
The current step controls which inputs remain available. Earlier options may become disabled after a choice is submitted. A task waiting for an operator or external interaction can pause ordinary progression.
Configure it
With the Bot Trainer role, define the task, its steps, prompts and answer rules in Tasks and Steps. Configure branching and handover in the workflow setup. For pre-chat entry, a user with the Settings role selects Pre-Chat Task and Pre-Chat Task Expiry in the visitor's theme.
Check each path in the visitor pane, including invalid answers, cancellation and operator unavailability. Supply any leave-message alternative and translated prompts in the associated task configuration.
Settings
| Setting | Where | Applies to | Default | Who can change it | What it does |
|---|---|---|---|---|---|
| Pre-Chat Task | Settings › Chat › Themes › General › Settings | website | Not set | Settings role | Select an enabled pre-chat task for the theme when virtual-assistant functionality is available. No pre-chat task starts when not set. |
| Pre-Chat Task Expiry | Settings › Chat › Themes › General › Settings | website | Never in the theme editor | Settings role | Choose Never, Session End or Chat End for expiry of the completed pre-chat task. |
Permissions
| Permission | Lets you |
|---|---|
| Bot Trainer | Access virtual-assistant Tasks and Steps for workflow authoring. |
| Settings | Select a Pre-Chat Task in a theme. |
Limits and good to know
- Back and cancellation are available only where the configured task and current step permit them.
- A task may hide ordinary message input while its own controls collect the answer.
- Selecting a related topic continues the interaction; it does not open a separate help catalogue.
- Operator handover depends on the configured task and availability. Choosing a topic does not guarantee an immediate operator response.
- Pre-chat tasks share the same visitor task controls and can delay ordinary chat until their steps complete.
Depends on and works with
+5 more · this feature uses
- Visitor chat paneRequires
The visitor chat pane displays guided task steps and related topics.
- Visitor chat themes and brandingConfigured by
The theme selects a Pre-Chat Task and its expiry behaviour.
- Pre-chat survey for visitorsEnhances
A following task can reuse details collected by the pre-chat survey.
- Custom fields in visitor formsEnhances
Guided tasks use visitor form controls and validation.
- Offline help for visitorsEnhances
Guided interactions can offer a leave-message alternative.
View all connections as a list
This feature uses
- Admin settings and feature switches · managed by PowerfrontLicence
Guided tasks need the website's Virtual Assistant capability enabled by Powerfront.
- Virtual Assistant task setupConfigured by
Tasks and reusable steps define the guided interaction.
- Virtual Assistant task steps and branchesRequires
Workflow execution determines the current step and next action.
- Virtual Assistant task data fieldsConfigured by
Workflow field definitions control accepted answers and validation.
- Virtual Assistant task messages and identityConfigured by
Workflow wording and translations supply visitor prompts.
- Virtual Assistant task pauses and handoverConfigured by
Workflow settings control handover, pause, resume and cancellation.
- Task integrations, appointments and embedded pagesEnhances
A configured step can show an embedded external interaction.
- FAQ bot training and automatic repliesEnhances
Intent responses can supply related topic suggestions.
- Visitor chat paneRequires
The visitor chat pane displays guided task steps and related topics.
- Visitor chat themes and brandingConfigured by
The theme selects a Pre-Chat Task and its expiry behaviour.
- Pre-chat survey for visitorsEnhances
A following task can reuse details collected by the pre-chat survey.
- Custom fields in visitor formsEnhances
Guided tasks use visitor form controls and validation.
- Offline help for visitorsEnhances
Guided interactions can offer a leave-message alternative.
Used by
- Visitor messages and sending feedbackConfigured by
A task can replace the ordinary message box with a specific answer field.
- Visitor chat status and waitingEnhances
Configured queue actions can offer tasks while the visitor waits.
- Offline help for visitorsEnhances
A task can replace the standard offline form.
- File attachments for visitorsEnhances
A file upload can answer a guided task's file question.
- Virtual Assistant task steps and branchesEnhances
The visitor chat pane displays task questions and controls.
- Virtual Assistant task validation and retriesEnhances
Web chat renders task help, error messages and recovery controls.
FAQ and troubleshooting
Why has the message box disappeared?
The current task step may collect its answer through dedicated controls. Complete that step or use its available navigation controls.
Why can the visitor not click an earlier answer again?
Submitted choices can become disabled to prevent another action from the same prompt. Use the task's available Back control if the visitor needs to revise an answer.
Why did the related topics disappear?
Selecting a topic removes the suggestions after submitting the choice. A later reply may supply another set.
Why can I not edit Tasks?
The task authoring screens require Bot Trainer. The Settings role controls the theme's task selection but does not itself grant access to those screens.