Creating a Session
A session represents the use of a Workflow during an interaction. It encompasses all of the answers selected, field information collected, any responses selected, and actions triggered. This article outlines how to create a Session.
Note: This article assumes that you have already created a Workflow. If you haven't, then we recommend you first read the article Creating a Workflow.
1. Start a new Session
To get started, navigate to Sessions > New Sessions or select the + icon shown on the top right of the menu.
Next, select the Workflow that you want to use and then choose the Start button.
Note: If a Workflow is marked as incomplete that means it has answer(s) that are unassigned and need section(s) linked to them.
2. Navigating the Session
At the top of the screen you'll see the Section name and content, followed by the answers.
If there are Responses assigned to the Workflow, such as objections or customer questions, then they'll be visible as well with the buttons labelled "Handle Objection" and/or "Response to Customer Question."
If a Section has Fields attached to it, they are available for data collection on the right side panel. If you aren't familiar with Fields, we recommend you read the article, Understanding Fields.
To continue to the next Section in the Workflow, select an Answer and then choose Continue to Next Section. You will repeat this process until you reach an end Section.
3. Ending a Session
Once you reach an end Section in the Workflow, select the button labelled Complete Session.
If the end Section you finish on is marked as a win, then the Session is considered won in the Session record and reports. To learn more how the win rate works, we recommend you read the article, Understanding Win Rate.
Ending with Actions
If you are using Integrations and triggered any Actions during the session, then next you will see the Review Actions screen.
From here you can expand the Action to make any necessary changes or remove it all together. Otherwise, if everything looks good, go ahead and select the Complete Session & Fire Actions button.
If you aren't familiar with Actions, we recommend you read the article Adding Actions to a Section.
You can end the Session immediately at any point by selecting the End Session button found on the top right of the screen.
4. Other Tips
Pausing a Session
Pausing a Session lets you leave and return to it at a later time.
All selected Answers, Responses, Field information, and triggered Actions are saved automatically during the Session.
Notes can be gathered throughout the session. They are persisted throughout the entire session and don't belong to an individual section.