Block libraries - Ready-made skills

Skills:

Onboarding

LGPD

Inactivity

Opt-In/Out

Something Else

Finalization

CSAT

Human Handoff

Personal Data

Validation Cascade

Agent:

Use case:

Registration

Lead Qualification

Block | [LOGIC] A.1.0.0 Input validation 

The variable {isNewUser} is used in the output conditions to identify if it is the user's first contact, directing them to the corresponding block. There is an event tracking action to identify the user's origin.

Block | [MSG] A.2.0.0 Yes validation 

Displays the welcome message to the user and executes event tracking (origin and display), in addition to defining the variable {isNewUser}. The output condition is activated only if there is a user response.

Block | [MSG] A.3.0.0 No validation

Displays a return message to the user and executes event tracking (origin and display). The output condition is activated only if there is a user response.

Block | [LOGIC] LP.1.0.0 - LGPD Validation 

Verifies if the user has already accepted the LGPD terms through the variable {userAceptedPrivacyPolicy}. The flow validates if the variable exists and if the value corresponds to the acceptance (Yes/No). Actions include origin event tracking and the LGPD validation status.

Block | REDIRECT SERVICE 

Executes the redirection to another service or skill through an output action.

Block | [START] 

Manages the entry into the skill by validating the variable {input.content@redirectId} and forwarding the user to the corresponding block via ID.

Block | [INPUT] LP.2.0.0 - LGPD 

Presents information about the LGPD, including a link for details and an options menu for the user to accept, refuse, or request more information.

Block | [LOGIC] LP.2.0.0 - [No] LGPD Acceptance 

Performs validation through a script of the chosen option.

Block | GOTO LP.2.0.0 - Service Name 

Executes the redirection to another service or skill through the default output if the user has accepted the terms.

Block | [INPUT] LP.3.0.0 - Does not agree with LGPD 

If the user does not accept the terms, a message is displayed reinforcing the need for acceptance to proceed. The block represents the previous options: "Accept", "Do not accept", and "Find out more".

Block | LP.4.0.0 - Find out more 

A detailed explanation about the LGPD is displayed.

Block | [LOGIC] LP.3.0.0 - Does not agree with LGPD

Performs validation through a script of the chosen option.

Block | GOTO LP.3.0.0 - Service Name 

Executes the redirection to another service or skill through the default output if the user has accepted the terms.

Block | REDIRECT SERVICE 

Executes the redirection to another service or skill through an output action.

Block | Inactivity Redirect 

Performs the redirection to the inactivity skill, ensuring the return to the user's input wait point.

Block | [INPUT] I.1.0.0 - Inactivity 

Displays a message to confirm if the user wishes to proceed with the service.

Block | [LOGIC] I.1.0.0 - Inactivity 

The variable {setValidation} is used to validate the user's decision and determine the continuity or the termination of the flow.

Block | [INPUT] I.1.2.0 Termination 

Displays the content of the completion message.

Block | REDIRECT SERVICE 

Executes the redirection to another service or skill through an output action.

Block | [INPUT] I.1.0.0 - optin 

Content of the message requesting consent for sending notifications.

Block | [LOGIC] I.1.0.0 - OPT-IN 

Validation of the chosen option through a script.

Block | OPT 1.0.1 - Opt-in Acceptance 

Confirmation content after the user's opt-in.

Block | OPT 2.0.0 - Opt out 

Confirmation message for removal from the recipient base.

Block | OPT.1.0.2 - Non-acceptance 

Content displayed after the user's refusal of notification permission.

Block | REDIRECT SERVICE 

Executes the redirection to another service or skill through an output action.

Block | Inactivity Redirect 

Performs the redirection to the inactivity skill, ensuring the return to the user's input wait point.

Block | [INPUT] AM.1.0.0 - Anything else 

Message for checking pending issues or additional support.

Block | [LOGIC] AM.1.0.0 - Anything else 

Validation of the chosen option through a script.

Block | REDIRECT SERVICE 

Executes the redirection to another service or skill through an output action.

Block | Inactivity Redirect 

Performs the redirection to the inactivity skill, ensuring the return to the user's input wait point.

Block | F.1.0.0 - Termination 

Closing message with instructions for reopening contact.

Block | REDIRECT SERVICE 

Executes the redirection to another service or skill through an output action.

Block | [START] 

Controls access to the skill by validating the variable {{input.content@redirectId}} to direct the user to the corresponding destination block.

Block | [MSG] C.1.0.0 Resolvability Question 

Confirmation message sent to the user to validate if their request was resolved before closing the flow.

Block | [LOGIC] C.1.0.0 Resolvability Question 

The validation of the selected option is performed via script, using the variable {{userInput}} directly in the output conditions to determine the next step of the flow.

Block | [MSG] C.1.0.1 Negative resolvability 

Displays the content of the message asking what can be improved.

Block | [MSG] C.1.1.1 CSAT Question 

Displays the content of the message asking for the evaluation rating.

Block | [LOGIC] C.1.1.1 CSAT Question 

Validation of the evaluation rating performed via script using the variable {{userInput}} to process the received score.

Block | [MSG] C.1.1.2 Finish CSAT 

Displays the content of the completion message.

Block | Redirect Finish 

Redirects the service to the completion skill.

Block | Inactivity Redirect 

Performs the redirection to the inactivity skill, ensuring the return to the user's input wait point.

Block | Customer service 

Configures availability rules to manage the flow when no agents are available or the contact occurs outside of operating hours.

Block | ATH.1.0.0 No agent available 

Unavailability message informing the absence of agents and asking if the user wishes to wait in the queue.

Block | ATH 1.1.0 Wait 

Waiting message guiding the user to wait for the service to begin.

Block | ATH 1.2.0 Farewell 

Closing message instructing the user on which term or action to use to restart the conversation.

Block | ATH 2.0.0 Out of hours 

Informative message about the end of the shift that presents the channel's operating hours.

Block | REDIRECT SERVICE 

Redirects the user to another service or skill using an output action configured in the block.

Block | Inactivity Redirect 

Performs the redirection to the inactivity skill, ensuring the return to the user's input wait point.

Block | [START] 

Manages the entry into the skill by validating the variable {{input.content@redirectId}} and forwarding the user to the corresponding block via ID.

Block | [MSG] Intro message 

Introductory message that informs the user about the start of data collection.

Block | [LOGIC] DC.1.0.0 Ask for CPF?

In the input actions, the variable {{dadosPessoais}} defines which information will be collected and validates the need to request the CPF (tax ID).

Block | [MSG] DC.1.0.1 Ask for CPF 

Message requesting the user's CPF number to proceed with the registration.

Block | [MSG] DC.1.0.1 CPF Validation 

Validation of the format and authenticity of the CPF via script, using the variable {{isValidCpf}} to register the document in the contact parameters.

Block | [LOGIC] DC.1.1.0 Ask for Name? 

Verifies if name collection is enabled in the {{dadosPessoais}} variable.

Block | [MSG] DC.1.1.1 Ask for Name 

Message requesting the user to provide their full name.

Block | [LOGIC] DC.1.1.1 Name Validation 

Validation of the name format via script using the variable {{nameValidation}} to register the name in the contact parameters.

Block | [LOGIC] DC.1.2.0 Ask for E-mail? 

Verifies if e-mail collection is enabled in the {{dadosPessoais}} variable.

Block | [MSG] DC.1.2.1 Ask for E-mail 

Message requesting the user's e-mail address for contact or registration.

Block | [LOGIC] DC.1.2.1 E-mail validation 

Validation of the format and authenticity of the e-mail via script using the variable {{hasEmail}} to register the address in the contact parameters.

Block | [LOGIC] DC.1.3.0 Ask for Phone? 

Verifies if phone collection is enabled in the {{dadosPessoais}} variable.

Block | [MSG] DC.1.3.1 Ask for Phone 

Message requesting the user's phone number for contact.

Block | [MSG] DC.1.3.1 Phone validation 

Validation of the format and authenticity of the phone number via script using the variable {{phoneNumber}} to register the number in the contact parameters.

Block | [MSG] Transition message 

Confirmation message informing the user of the successful completion of their data collection.

Block | REDIRECT SERVICE

Redirects the user to another service or skill using an output action configured in the block.

Block | Inactivity Redirect 

Performs the redirection to the inactivity skill, ensuring the return to the user's input wait point.

Audio Validation: A stage dedicated to verifying the quality or existence of audio (e.g., integration with Blip Speech-to-Text).

Link Filter: Identifies if the message contains only links. If so, it blocks progress; if there is accompanying text, it allows it to proceed.

Emoji Filter: Blocks messages composed exclusively of emojis, requiring text for continuity.

Anti-Spam: Identifies if the user is another robot through repetitions or automatic patterns (Regex), requiring human action to continue.

Sensitive Terms Handling: The following variables must be defined: {{config.utilsApiUrl}}, {{config.utilsApiAuth}}, {{config.globalSheetsId}}, {{config.connectionTalksSheetsTabName}}, {{config.connectionTalksSheetsTabRange}}.

Sanitization: Cleans the text (removes noise) before it is processed by artificial intelligence (NLP).

Size Limit: Blocks excessively long messages (currently > 100 characters) to avoid overloading the NLP.

Smalltalk Management: Identifies informal conversations and defines automatic responses or block redirects. 

The following variables must be defined: {{config.utilsApiUrl}}, {{config.utilsApiAuth}}, {{config.globalSheetsId}}, {{config.nonTalkableSheetsTabName}}, {{config.nonTalkableSheetsTabRange}}.

Minimum Message: Avoids useless calls to the NLP for very short messages (fewer than 3 letters).

AI Integration: Validates the connection and processing with the Artificial Intelligence provider. Configuration variables must be defined: {{config.AuthorizationApiKeyIA}} and {{config.commandsUrl}}.

Content Assistant: Validates the final integration with the content support assistant.

<objective>Collect and validate user's NAME, EMAIL, and PHONE in pt-BR.</objective>

 <guidelines>
   <tones>polite, direct, one question at a time</tones>
   <rules>
     <rule>Never proceed to the next field if the current one is invalid.</rule>
     <rule>Always explain why the input is invalid and show a valid example.</rule>
     <rule>At the end, confirm the data summary before closing.</rule>
   </rules>
 </guidelines>

 <flow>
   <step>Ask for the full NAME.</step>
   <step>Validate and normalize the NAME.</step>
   <step>Ask for the EMAIL.</step>
   <step>Validate the EMAIL.</step>
   <step>Ask for the PHONE (accept BR and international).</step>
   <step>Validate and normalize the PHONE.</step>
   <step>Show the summary and ask for confirmation (Yes/No).</step>
 </flow>

 <fields>
   <field id="name">
     <question>What is your full name?

It can be just first and last name</question>
     <validation>
       <type>regex</type>
       <pattern>^(?=.{3,100}$)(?:[A-Za-zÀ-ÖØ-öø-ÿ]+(?:['\-][A-Za-zÀ-ÖØ-öø-ÿ]+)?\s+){1,}[A-Za-zÀ-ÖØ-öø-ÿ]+$</pattern>
       <failure>Please enter first and last name, using only letters, spaces, and accents.
Ex.: "John Smith".</failure>
     </validation>
     <normalization>
       <action>trim spaces; collapse multiple spaces; Title Case.</action>
     </normalization>
   </field>

   <field id="email">
     <question>What is your e-mail?</question>
     <validation>
       <type>regex</type>
       <pattern>^[A-Za-z0-9._%+\-]+@[A-Za-z0-9.\-]+\.[A-Za-z]{2,}$</pattern>
       <failure>Invalid e-mail. Use the format "user@domain.com".</failure>
     </validation>
     <normalization>
       <action>trim; convert domain to lowercase.</action>
     </normalization>
   </field>

   <field id="phone">
     <question>What is your phone with area code? (ex.: (DD) XXXXX-XXXX </question>
     <validation>
       <type>regex-multiple</type>
       <patternE164>^\+?[1-9]\d{7,14}$</patternE164>
       <patternBR>^(?:\+55\s?)?(?:\(?\d{2}\)?\s?)?(?:9?\d{4})-?\d{4}$</patternBR>
       <failure>Invalid phone. Examples: "(DD) XXXXX-XXXX".</failure>
     </validation>
     <normalization>
       <action>remove non-numeric characters (except +); if it is BR without +55, prefix +55; format output in E.164 (ex.: +5531912345678).</action>
     </normalization>
   </field>
 </fields>

 <messages>
   <initial>Let's proceed with a quick registration. Starting with your full name.</initial>
   <summary>Check the data:
Name: {name}
E-mail: {email}
Phone: {phone}.

Are they correct?</summary>
   <confirmed>Perfect! Registration completed.</confirmed>
   <correction>No problem, let's adjust. Which field do you want to correct? (name/email/phone)</correction>
 </messages>
<handoff>
If user says "yes" → redirect to "new block".
</handoff>
 <output>
   <jsonFormat>
     {
       "name": "{normalized_name}",
       "email": "{validated_email}",
       "phone": "{phone_E164}"
     }
   </jsonFormat>
 </output>