When to use Blocks vs Cloning your Playbooks

• Blocks if: You have a set of questions that you're using in two or more playbooks, and want to keep those sets of questions consistent across all playbooks.
• Clone your playbook if: You have a complex path already built in one of your playbooks and you are looking to tweak the targeting / a few specific paths and:
  • It's not important to keep a series of questions consistent across multiple playbooks
  • Your are looking to use Conversation Flow reporting

Cloning An Existing Playbook as a Block

While you can clone a whole Playbook, you also have the option to clone bot Playbooks and create a Reusable Block out of it. Navigate to Playbooks > Chat Playbooks and find the bot Playbook you would like to make a Reusable Block out of. Click the three dots on the right side of the screen and select Clone as reusable block. Please note the following limitations while cloning Playbooks as Reusable Blocks:

• You can only clone bot type Playbooks
• You can not make AI Playbooks into Reusable Blocks
• You can not clone a Playbook into a Reusable Block if the Playbook already contains a Reusable Block

 

 

Accessing Blocks

To access blocks simply click the Playbooks tab > Blocks

 You can also access Blocks directly from the playbook builder by clicking "Blocks".

 

Creating and Publishing a Block

From the Blocks landing page click "Create block" or "Create a new block" if you are in the playbook builder.

Here is where you will build out your new Block. Click and drag the playbook nodes from the left side of the screen to build out your flow.

Additional Notes on Blocks

When using Blocks, the Conversation Flow report will end at the node before the block.  When blocks are used, we cannot display where drop-offs occur. Be sure to click Save when you're done! If the block is currently being used in multiple playbooks you will be asked to confirm how many live playbooks the change will apply to. For instance if you have a block being used in five playbooks and three of them are live, you will be asked to input the number "3" to confirm you would like the changes to take affect in the three live playbooks.

Deleting a Block

Hover over a custom block and click the trash can icon to delete the block. If the block is currently being used in a playbook you will need to remove the block from the playbook before you are able to delete it.