Creating a smooth and interactive customer experience is essential for any service-based business. With Zoho’s Guided Conversations (GC), you can automate user interactions, collect key details, and even connect your flows with Zoho Sheet and Zoho Desk for real-time updates. In this guide, we’ll recreate the Zilker Tourism Booking flow, step-by-step.
Steps for creating Guided Conversation
Step 1: Welcoming Users
Start by adding a Text Block to greet your users. You can customize the welcome message and give your block a relevant name. This sets the tone for your automated conversation and lets users know what to expect.
Step 2: Collecting User Information
Use Question Blocks to gather personal details:
Text question block for the user’s name
Email question block for their contact email
Number question block for their phone number (select integer type)
This ensures you have accurate data to personalize the booking process.
Step 3: Listing Services as Options
Next, present service choices to users using Image Type Buttons.
Choose single selection so users can pick one service.
Add a name and image for each button.
Turn on Create Path to make a unique flow for each option.
Use Preview to verify that your buttons display as intended.
Step 4: Designing the Adventure Booking Path
When users select “Book an Adventure,” create Choice Cards to display adventure options with titles, images, and descriptions.
Keep them static if options are fixed.
Add details like duration or price.
Skip Create Path so all adventures follow the same logic.
Then, include a Slider Block to let users select the number of travelers (define min, max, and default values).
Step 5: Conditional Logic Using Fork Block
Add a Fork Block to branch the flow based on the number of travelers:
If <10 → Ask for travel date and optional medical conditions.
If ≥10 → Route through a different group booking process.
Enable Skip Option for optional fields to maintain flexibility.
Step 6: Calculating and Displaying the Order
Use an Operations Block to compute the total amount.
Then, display a Dynamic Info Card with the order summary using variables for real-time details.
Step 7: Integrating with Zoho Sheet (Booking Registration)
After the user clicks Book Now, use a Webhook Block to send booking details to Zoho Sheet.
Use POST method
Map API parameters from Zoho Sheet documentation
Use Zoho One Auth Connection for authentication
Map success status to a variable to handle API responses
Once the booking is confirmed, send a Text Block message to inform the user.
Step 8: Sending Inquiries to Zoho Desk
To let users send service inquiries:
Add a Text Question Block to capture the query.
Use a Webhook Block to integrate with Zoho Desk via JSON body (POST method).
Store the ticket number from the response and display it back to the user in a message block.
This automatically creates support tickets in Zoho Desk for every customer inquiry.
Step 9: Managing Bookings
If users choose to view or cancel bookings, you can link them to another flow:
Use a Jump Block to connect to the “Manage Bookings” flow.
Map the email variable from the current flow to the next one to maintain context.
This ensures seamless navigation between multiple flows.
Step 10: Creating and Publishing the GC Widget
Finally, build a GC Widget:
Associate your created flows.
Choose visibility (for agents or all users).
Personalize the welcome and end messages.
Add instructional prompts if multiple flows exist.
Generate the code snippet and embed it on your website to go live.
Conclusion
Guided Conversations in Zoho Desk enable businesses to create seamless, interactive, and automated customer experiences. By combining text and question blocks, choice cards, conditional logic, and integrations with Zoho Sheet and Zoho Desk, you can streamline booking processes, collect accurate user data, and manage inquiries efficiently. Publishing your flows through a GC Widget ensures users enjoy a consistent and personalized experience, while agents benefit from reduced repetitive tasks and faster response times. Leveraging Zoho Desk’s Guided Conversations empowers organizations to enhance customer engagement, improve operational efficiency, and deliver smarter, automated service at every touchpoint.
