Key Points
A flow of any size has a handful of nodes that matter more than the rest: the login, the step that asks for the identification, the node that runs the evaluation workflow, the offer. When a customer gets stuck, those are the nodes a support agent sends them back to with Resume at. In a flow with sixty nodes, finding the right one in a list is slow.
A key point is a node you star in the editor. The support chat's node picker lists key points first, in their own Key points group, so the agent finds them without searching.
Marking a node
- Open the flow in the editor.
- On the node, open its options menu (the three dots in the node header).
- Click Mark as key point.
The node header shows a star. To remove it, open the same menu and click Remove key point.
The option is available on every conversational node that has an options menu. The start node, the end node and canvas notes do not have one.
When agents see it
The support chat reads the published version of the flow. A star you add shows up in the picker only after you publish the flow; until then the agent sees the node in the Other nodes group, like any other.
What carries the star
- Saving, versions, import and export. The star is part of the node, so it is kept in every saved version and in the exported JSON.
- Copying a whole flow. The copy keeps its key points.
- Duplicating or pasting a node. The new node does not get the star. A copy of a key point is a different node, and two identical entries in the picker would make the agent guess.
Tips
- Star the nodes an agent would resume at, not the nodes that are important to the flow's logic. A node the customer never needs to repeat is not a key point.
- Give each key point a description. The picker shows it under the node type, and it is what tells two nodes of the same type apart.
- Keep the list short. If half the flow is starred, the group stops helping.