Step by Step Instructions for Implementing Yonyx Decision Trees

Introduction:

The Yonyx platform enables organizations to create step by step guides using interactive decision trees. These guides enhance quality control across diverse teams – call centers, customer service, inside sales, and back office, by offering step-by-step instructions and call scripts to guide customer interactions. This contributes to improved compliance with standard operating procedures. Using analytics data, Yonyx also allows teams to measure effectiveness of business processes, fostering continuous process improvement.

Step by Step Instructions for Implementing Yonyx Decision Trees

Step 1: Create Trees using Yonyx Decision Tree Maker

Step 2: Share Decision Trees with Internal Team Members

Step 3: Deploy Yonyx Decision Trees (Stand Alone) to improve Call Center Productivity

Step 4: Deploy Decision Trees with CRM Integration to turbocharge Call Center Productivity

Step 5: Branding Yonyx Decision Trees

Step 6: Use Decision Trees for Customer Self Service

Step 7: Analytics and Management Reports

Step 8: Integrations and APIs

Step 9: Multilingual Decision Trees

Benefits of implementation include:

  1. Superior Service: Ensure uniformity in customer interactions across team members.
  2. Cost Avoidance: Experience reduced operational cost by avoiding repeat handling of tickets.
  3. Sales Multiplier: Boost sales by reducing performance gap between top and bottom 25% across sales teams.
  4. Keep the Customer Satisfied: Offer the right product, handle customer objections correctly, resolve issues quickly.
  5. Add-on Sales: Add upselling to the customer service and technical support processes.
  6. Continuous Process Improvement: Measure effectiveness through analytics data to constantly improve quality control.

Step 1. Create Trees using Yonyx Decision Tree Maker:

If you are completely new to Yonyx decision trees, start by watching an overview demo.

Whether you plan to create a guide for technical troubleshooting, cold calling scripts, automating call center processes or to improve quality control for customer self service, the first step is to learn to use the Yonyx decision tree maker. Follow these step by step instructions to learn all aspects of creating an interactive decision tree.

  1. Basic Training – How to create step by step guides using interactive decision trees?
  2. Hierarchical Trees
  3. Variables
  4. Embeddable Forms
  5. Calculations
  6. Call 3rd Party APIs
  7. Use Tree Path Score

Basic Training:

To make your first decision tree example – follow the step by step instructions provided here or watch video clips to learn the basics of decision tree making.

  1. Learn to create step by step guide and edit the tree structure using guidance steps and user responses.
  2. Learn to edit guidance steps with rich text editor, add images, embed videos, add hyperlinks, tables.
  3. Learn to use AI Assist to help craft and improve call scripts included in guidance steps.
  4. Learn to copy/paste tree nodes within a tree or across decision trees.
  5. Learn to search across the decision tree with rich search criteria.
  6. Learn keyboard shortcuts for higher efficiency by clicking on Help button.
  7. Learn to sort user response nodes.
  8. Learn to insert a step in a decision tree path. 
  9. Learn to hide an entire decision tree pathway from users.

Hierarchical Trees:

Authors can create reusable “child” decision trees that can be invoked from any step of a “parent” decision tree. The user is transitioned to the child decision tree, and upon reaching a specified step, seamlessly returns to the parent decision tree to continue the journey from the exact step where the handoff occurred. Learn how to create hierarchical decision trees. All Placeholder values set in a parent decision tree are passed along to a child decision tree. Any placeholder values updated in the child decision tree are passed back to the parent decision tree upon return.

Variables:

Yonyx Placeholders are objects that can store any value – e.g. Name, Phone number, Model number, Email address, Date of Purchase, a list of items, a paragraph of HTML etc. Placeholders are essential for data capture, defining auto-traverse logic conditions, and personalizing call scripts within a decision tree. Placeholders are useful in stand-alone deployment of Yonyx, and are also the backbone of integration (reading and writing data from any 3rd party systems with an API – be it a CRM, JIRA, Fedex or the National Weather Service.). Follow the step by step instructions below to learn more.

  1. Learn how to Create Placeholders,
  2. Set Placeholder Values within tree nodes – guidance steps and user responses.
  3. Define auto-traverse logic conditions using Placeholder values.
  4. Display Placeholder values to personalize call scripts in tree nodes.
  5. Set Placeholder Values via Yonyx Javascript APIs.
  6. Set Placeholder Values via Yonyx REST APIs.
  7. Set Placeholder Values via URL Parameters.
  8. Set Placeholder Values via API Function calls to 3rd party platforms from any step in a decision tree.
  9. Pass Placeholder Values from a Yonyx decision tree to a 3rd party App via URL Parameters (see below).
  10. Pass Placeholder Values as parameters to a Yonyx Command (custom code executed by a Container App) embedded in any decision tree step.
  11. In the next section (below) learn how to capture data in Placeholders using forms embedded in steps of a decision tree.

Embeddable Forms:

Yonyx Commands are customizable forms intended for embedding in decision tree steps. These forms feature diverse data capture elements, including textboxes, textarea (for notes), numbers, emails, dates, times, checkboxes, dropdown lists, checkbox lists, or radio button lists. Each element corresponds to a Yonyx Placeholder. Learn all about it here. Follow the step by step instructions to learn more about creating embeddable forms for your decision trees.

  1. Learn to create/configure new forms.
  2. Learn how to Map each data capture element to a Yonyx Placeholder.
  3. Learn how to Embed the form in a decision tree step.
  4. Learn how captured data appears in a Yonyx transcript.
  5. Learn how to download captured data as a CSV file.
  6. Learn how to extract captured data electronically via Yonyx REST APIs.

Calculations:

Placeholder Functions enable authors to perform real-time calculations within decision tree steps. Authors can create calculators for diverse use cases, like computing interest rates, commissions, shipping costs, determining warranty eligibility, insurance premiums, and more. Operating on Placeholder values, Placeholder functions provide robust features like mathematical operations, string manipulation, date handling, list functions, and formatting options. This adaptability empowers authors to build interactive decision trees that dynamically adjust and respond to user inputs, enhancing the versatility and potency of decision tree-driven workflows. Learn more about Calculations here. For examples, see below:

  1. Subtract two dates and display difference in Years, Months or Days.
  2. Calculate the pro-rata increase in the annual insurance premium from the current date to the upcoming annual policy renewal date.
  3. Calculate the average user count based on monthly user figures over a three-month period.
  4. Calculate the monthly installment amount for a specified annual premium, taking into account an additional processing fee associated with the monthly payment option.
  5. Calculate the number of items that can be accommodated in a container, considering the weight of each item and the maximum weight capacity of the container.
  6. What is the date xxx days ahead from today?
  7. Display a number with appropriate formatting, such as millions, thousands, etc., and include commas as needed.
  8. Display a number in currency format, incorporating suitable formatting for millions, thousands, etc., and ensure the inclusion of commas as necessary.

Call 3rd party APIs:

APIs, or Application Programming Interfaces, serve as protocols enabling independent applications to communicate seamlessly. Yonyx facilitates robust APIs for other applications to electronically access Yonyx decision trees. Additionally, Yonyx empowers authors to call third-party APIs from within decision tree steps. Data elements can be transmitted to external applications using Yonyx Placeholders, and any data retrieved from these applications updates the corresponding Yonyx Placeholders. Consequently, as users navigate through a decision tree, they can, for instance: 

  1. Gather customer address information through a form embedded in a tree step, then utilize the Fedex API to validate the provided address. Learn to implement this.
  2. Set values of Yonyx Placeholders according to the troubleshooting decision tree path followed. Initiate a call to the JIRA API for the creation of a Bug or Task within your JIRA instance. Pass the Yonyx Placeholder values as parameters. Learn to implement this.
  3. Get property information from ATTOM’s Property Data application program interface. ATTOM API consolidates property and neighborhood data, offering a comprehensive look at 99% of the US population.

Use Tree Path Score:

Authors have the ability to allocate a score ranging from -20 to +20 to any user response node, with the default value set at zero. The cumulative score for the path navigated within a decision tree can be accessed through a system placeholder. By employing pathways with scores, Authors can create:

  1. Multiple Choice Quizzes
  2. Learn on the go Quizzes
  3. Customer Surveys
  4. Lead qualification trees

Step 2. Share Decision Trees with Internal Team Members:

Now that you have created some decision trees, the next step in the implementation process involves rolling them out to your call center team members. To do this, publish your decision trees to a line of business (LOB). Each LOB is an independent database of decision trees within your subdomain https://customer-name.yonyx.com. Each LOB has configurable access controls, branding, integrations etc. Follow the step by step instructions below to learn about sharing decision trees with your Internal team members.

  1. Publish Decision Trees
  2. Invite Internal Users
  3. Setup Single Sign On (SSO)

Publish Decision Trees:

Learn to Publish your trees to a Private LOB for internal use.

Invite Internal Users:

Learn to invite your colleagues to individually register with Yonyx. You (Admin) can grant them Agent, Author, Analyst or Admin rights. Please note, Analyst and Admin rights are granted per LOB.

Setup Single Sign On (SSO):

Setting up SSO integration with Yonyx is very simple and is highly recommended for customers with 25 or more users. The basic advantages of setting up single sign on (SSO) with Yonyx are:

  1. No User Invitations Required: Users do not need to be invited and followed up with to register in Yonyx.
  2. No Yonyx Login to Remember: Users are not required to log in to Yonyx. No need to remember additional usernames or passwords.
  3. Access via Organization’s Network: Access is granted when users are on your organization’s network, either physically or via VPN.
  4. Access Control through idP Groups: Control access to Yonyx by setting up user groups within the identity provider (idP).
  5. Network Dependency for Access: Users not on the organization’s network do not have access to published decision trees.
  6. Immediate Access Loss for Departing Users: When someone leaves the organization, they lose access to decision trees once disabled in the idP.
  7. Automated User Disabling in Yonyx: Yonyx REST API method is also available for electronically disabling users in Yonyx.
  8. Instructions for setting up SSO for various idPs:
    1. Microsoft Active Directory
    2. Microsoft Azure
    3. OKTA
    4. Rippling

Step 3. Deploy Yonyx Decision Trees (Stand Alone) to improve Call Center Productivity

Yonyx decision trees are versatile and can be used stand-alone or integrated with CRM systems. When employed as standalone tools, call center agents navigate the prescribed process documentation outlined in the decision tree from a Yonyx Landing Page. This segment provides step by step instructions about how call center agents utilize decision trees in a standalone mode.

  1. Default Timezone for your Subdomain
  2. Provide Call Center team with Landing Page URL
  3. Interactive Tree Traversal in User View
  4. Compliments vs Feedback Links
  5. “Done” Link
  6. Reference ID
  7. Text Search from Landing Page
  8. Tag Search from Landing Page
  9. Embedding Landing Page
  10. Passing Placeholder Values via URL Parameters
  11. Language Parameter for Multilingual Decision Trees

Default Timezone for your Subdomain:

By default, each new customer subdomain is setup in pacific standard time (PST). You can email support@yonyx.com with a request to update your default timezone. This is the timezone for all analytics and management reports. 

Provide Call Center team with Landing Page URL:

Access the landing page URL by navigating to the Administration Console and clicking “View” under the LOB name. This page displays all published decision trees. An agent can select any decision tree from this list, click on its title, input authentication details (if Single Sign-On is not configured), and proceed to navigate through the tree in the user view.

Interactive Tree Traversal in User View:

A user navigates the decision tree by selecting a response node from the options provided at each guidance step. Upon clicking their chosen response, a new guidance step is shown, featuring another set of user responses. The user thus makes progress through a sequence of steps, potentially reaching the conclusion of their journey at a leaf guidance step.

Reference ID:

Rather than inputting the ReferenceID after clicking the “Done” button, an alternative method involves passing the ReferenceID as a URL parameter when calling the Yonyx Landing Page or a specific Yonyx decision tree URL. This is achieved by adding “&rid=12345” to the URL, with 12345 serving as an example reference ID number.

Text Search from Landing Page:

When a decision tree is published from a Yonyx Landing Page, all its nodes are automatically indexed for comprehensive full-text search. Thus, an agent can navigate to the Search Tab on the landing page and input search text. The search results will display snippets from guidance steps across all decision trees within the specified line of business that include the search term. For direct access to the search functionality, the landing page URL can be configured by replacing “&at=browse” with “&at=search&qt=KEYWORD” to open the page directly on the search tab.

Tag Search from Landing Page:

The Yonyx Platform enables the association of search tags with specific guidance steps within any decision tree. These tags, consisting of keywords or phrases, assist call center agents in filtering decision trees. For additional information on search tags, you can click here. Agents have the capability to conduct tag-based searches from the landing page.Moreover, the Yonyx landing page for a given Line of Business (LOB) can be set up to initiate directly into the tag search view. To accomplish this, replace “&at=browse” in the landing page URL with “&at=search&qt=TAG.”

Embedding Landing Page:

The Yonyx landing page is capable of being integrated into an iFrame within any browser page. Instructions on how to embed a Yonyx landing page can be found by clicking here. Integrating the Yonyx landing page into a web page offers a convenient option for agents, allowing them to access published decision trees seamlessly from an internal web page they regularly use.

Passing Placeholder Values via URL Parameters:

Placeholder values can be transmitted to a Yonyx decision tree in user view, through URL parameters. For instance, if a decision tree utilizes placeholders called “customer-name” and “date-of-purchase,” their values can be conveyed through URL parameters by adding “&ph-customer-name=John Doe&ph-date-of-purchase=2023-10-27” to the decision tree URL in the user view. Click Here to learn more. In a similar fashion, a hyperlink can be crafted within a decision tree node, using placeholder values. For instance, a link for the Hotels.com website with the URL https://www.hotels.com/Hotel-Search?adults={{ph:adults}}&startDate={{ph:arrival-date}}, embedded within a guidance step, will transmit the values of the “adults” and “arrival-date” parameters, which were captured or modified in the decision tree, to Hotels.com via the URL.

Language Parameter for Multilingual Decision Trees:

The Yonyx Platform facilitates the creation of multilingual decision trees. Instructions on exporting, translating, and importing Yonyx decision trees in XLIFF format can be found by clicking here. Every node in the tree now exists in multiple copies, each corresponding to a different language in which it has been translated.To view a language specific variant of the decision tree, simply include a language parameter in the URL. For example:

https://training.yonyx.com/y/conversation/?id=ec657c20-641a-11e6-9676-bc764e11d2f4&lang=en (Language = English)
https://training.yonyx.com/y/conversation/?id=ec657c20-641a-11e6-9676-bc764e11d2f4&lang=es (Language = Spanish)
https://training.yonyx.com/y/conversation/?id=ec657c20-641a-11e6-9676-bc764e11d2f4&lang=ar (Language = Arabic)

Step 4. Deploy Decision Trees with CRM Integration to turbocharge Call Center Productivity

Yonyx decision trees seamlessly integrate with CRM systems, Phone systems, and other enterprise applications (Container Apps). The Yonyx Data Connector facilitates exchange of data between Container App fields and corresponding Yonyx Placeholders, supporting both read and write operations.

Agents can actively engage in a business process (e.g. employee onboarding) through an iFrame region embedded in the CRM screen. Yonyx provides ready-made integrations with various popular CRM systems and third-party apps. Additionally, Yonyx offers technical consultation to assist in integrating Yonyx with your in-house or third-party systems. Here are a few examples of Yonyx Integration:

Yonyx Decision Tree App listed in Zendesk App Marketplace

Yonyx Decision Tree App listed in ZOHO App Marketplace

Step 5. Branding Yonyx Decision Trees:

Your decision trees can be branded by Yonyx through custom CSS stylesheet(s).

Branding includes:

  • Replacing Yonyx Logo with Your logo.
  • Configuring Font type, Font size and Font color for guidance steps and user responses.
  • To get started with branding your decision trees, please review the step by step instructions template completely.

Step 6. Use Decision Trees for Customer Self Service

Yonyx decision trees facilitate customer self service through various customer-facing channels, such as web pages, emails, and social media posts. These decision trees can be embedded directly on customer-facing pages. You also have the option to include a hyperlink to the decision tree within a knowledge base article or share its URL directly with customers. This helps improve knowledge sharing. To ensure a cohesive brand experience, it is important to have Yonyx brand your decision trees (see Step 5 above) with your organization fonts, colors, and logos before making them available for customer self-service.

Whether you’re showcasing decision trees for interactive troubleshooting, qualifying business leads, or delivering account information through a chatbot, the Yonyx platform offers versatile methods to deploy decision trees for customer self-service. Here are the step by step instructions for deploying Yonyx decision trees for customer self service:

  1. Publish Your Decision Trees for Public Access
  2. Internal user vs External user Access
  3. Configurable “Unable to resolve? Submit a Support Request”
  4. Embed Decision Trees in a Customer Facing Web Page
  5. Use Hyperlink to a Decision Tree
  6. Brand Your Decision Trees
  7. Anonymous Access vs Named Access
  8. Display Decision Trees via Mobile App, Chatbots or Web Applications

Publish Your Decision Trees for Public Access:

Each line of business (LOB) in your Yonyx subdomain is configured for Public or Private access. To make a decision tree accessible by anonymous end customers, publish it to a Public access LOB.  Note when you choose “My Guides” from the gear drop-down, the previously red colored “Not Published” is replaced with green “Published” button.

Internal user vs External user Access:

Click view under the name of the decision tree you just published. Note, you are accessing this tree as an Internal user (an Agent/Author/Admin) who is logged into Yonyx. Now copy the URL of this tree from browser address bar and paste it on another incognito window. Compare the hyperlinks that appear at the bottom of each step for Internal vs External user access!

Configurable “Unable to resolve? Submit a Support Request”

At the bottom of each guidance step in External User View, you’ll find this link. Yonyx allows configuration of both the language of this link and the escalation form that opens upon clicking it. This form can include various fields like text boxes, drop-downs, checkboxes, and more. By default, submitting the escalation form sends an email from feedback@yonyx.com to the user’s email address associated with the registration of your customer subdomain in Yonyx. However, Yonyx offers the flexibility to change this email address (e.g., to support@yourcompany.com) or integrate this form with your CRM. In the latter case, a ticket is automatically generated in your CRM with the escalation form fields corresponding to your CRM ticket fields. For such configurations, please reach out to your Account Manager.

Embed decision trees in a customer facing web page:

To improve knowledge sharing, you have the option to embed a decision tree (or embed the landing page where it is published) in an iFrame within a web page accessible to customers. Additionally, you can dynamically modify the iFrame’s height to align with the content’s height in each guidance step of the decision tree.

Brand your decision trees:

Yonyx supports independent branding per LOB. Follow Step 5 (above) to brand your decision trees before sharing these with your customers.

Anonymous access vs named access:

If you publish a decision tree to a “Public” Line of Business (LOB), it becomes accessible to any customer anonymously, provided they have the tree URL or access to the web page where the tree is embedded. If you prefer to limit access to authenticated customers, please publish the decision tree to a “Private Auto Enroll” LOB and configure Single Sign-On (SSO) with Yonyx. This approach guarantees that only authenticated customers, whose identity is passed to Yonyx through SSO, can access your decision trees, preventing access by anonymous end customers.

Display Decision Trees via Mobile App, Chatbots, or Web Applications:

Share your Decision Trees with customers across channels like your Mobile App, Chatbots, or Web Application, collectively referred to as Container Apps. To accomplish this, utilize Yonyx REST APIs to access the tree, retrieving one guidance step at a time as a JSON object. This approach offers full control over branding and UI for presenting guidance steps, embedded forms, and user responses. In your Container App, upon user selection, trigger another API call to fetch the next guidance step linked to the chosen user response. This method creates the perception for end customers that the decision tree content belongs within the Container App. All analytics data related to this access is maintained in Yonyx.

Step 7. Analytics and Management Reports

Yonyx records every step taken by users while navigating a path through the decision tree, including:

  • UserID of the user
  • Placeholder values read from CRM to begin journey
  • Timestamps for each step
  • Data collected in embedded forms
  • Any placeholder values set or updated during the journey
  • User-provided feedback or compliments from any step along the path

This invaluable data is presented through various channels and reports.

  1. Cumulative Traversal Analytics
  2. Incidents Report
  3. Incidents Data Download (CSV)
  4. CSV File for Data Captured along the Journey
  5. Realtime Access to Incidents Data via Yonyx REST API
  6. Guide Activity Report
  7. Custom Metrics
  8. User Activity Report
  9. Line of Business Activity Report
  10. Author Activity Report
  11. Keyword Search Activity Report
  12. Tag Search Activity Report
  13. Download List of All Decision Trees
  14. Download List of All Users

Cumulative Traversal Analytics:

While using Yonyx Map View, choose a specific date range to view the statistics on the number of users at each step, user drop-offs, and gain insights into the most popular pathways. Analyze data between two different date ranges to assess the effects of any modifications made to a tree node.

Incidents Report:

Each unique path traversed by a user, consisting of any number of steps traversed within a session, is recorded as an Incident with a distinct IncidentID. Learn to generate Incidents Report.

Incidents Data Download (CSV):

The data for all Incidents consisting of information about all the steps traversed (along with timestamps) in each journey by every user, can be downloaded as a CSV file. Learn to download Incidents Data.

CSV File for Data Captured along the Journey:

If placeholder values are set or data is collected in embedded forms (commands) at any step along the traversed path, a CSV file containing comprehensive details about the captured data, including information about the step where such data was collected, can be downloaded. Learn to download Captured Data.

Realtime Access to Incidents Data via Yonyx REST API:

Extract real-time Incident data from the Yonyx REST API and transfer it to the database of your preferred analytics tool, such as PowerBI or Tableau. You can then build customized dashboards to extract insights from this raw data. 

Guide Activity Report:

Presented within a specified date range for any line of business, this report showcases all accessed Decision Trees. The report is organized by popularity of the trees, featuring the decision tree that has handled the highest number of Incidents at the top. Additionally, the report allows for further filtering by lines of business. Learn more about Guide Activity Report.

Custom Metrics:

A custom metric aids in gauging the efficiency of a decision tree by determining the proportion of overall usage across all tree pathways that aligns with the criteria set by the metric. Define custom metrics, such as “Troubleshooting success,” “Leads Qualified,” or “Sales Completed,” and link them to decision tree nodes. The Yonyx platform will autonomously begin tracking the number of visits (or drop-offs) to all nodes associated with the specified metric. Explore further details on Custom Metrics.

User Activity Report:

Within the selected date range, this report provides a roster of users who have accessed any decision tree at least once. The report is structured based on the frequency of usage by each individual. Furthermore, you can apply additional filters to the report, specifically filtering by users who accessed trees from particular lines of business. Learn more about User Activity Report.

Line of Business Activity Report:

If you’ve published decision trees across various lines of business (LOBs) within your Yonyx subdomain, this report provides a comprehensive overview of the usage of trees in each LOB. Usage is quantified by the number of Incidents handled by all decision trees published in a particular line of business during the selected date range. Learn more about Line of Business Activity Report.

Author Activity Report:

Within the selected date range, this report outlines the aggregate number of Authoring activities carried out by each actively engaged Author, along with the corresponding time spent. An authoring activity is recorded when an Author makes a discrete modification to a decision tree, such as creating a node, saving a node, connecting/disconnecting a node, or deleting a node. The report exclusively features Authors who were actively involved in authoring decision trees during the specified date range. Additionally, it provides information on the pending tasks in each Author’s queue and the number that have been marked as resolved.

Keyword Search Activity Report:

This report displays the keywords searched on the landing page of each line of business (LOB). The list is arranged in descending order based on the popularity of search terms that generated matching snippets. Additionally, the report includes keywords that did not yield any matching snippets for users. The Zero result column serves as a tool for Authors to pinpoint gaps between user demand and published content. Users can also apply filters to narrow down the report by a specific line of business (LOB).

Tag Search Activity Report:

Search tags represent words or phrases individually linked to decision tree nodes by a Yonyx Admin. Consequently, tag-based searches are commonly employed to refine the selection of starting nodes for tree traversal for an Agent — such as displaying all relevant trees for Troubleshooting, TV, and Sony.

This report showcases the tags searched by Agents. The list is organized in descending order based on the popularity of search tags that resulted in matching tree nodes. Additionally, the report accounts for tag combinations that failed to produce any matching tree nodes for users. The Zero result column functions as a tool for Authors to identify gaps between user demand and tagged nodes. Learn more about Search Tags in Yonyx. Users also have the option to use filters to narrow down the report by a specific line of business (LOB).

Download List of All Decision Trees:

Retrieve a CSV list of all decision trees created within your Yonyx subdomain by any Author. This report provides crucial details for management, including the name of each tree, the date of its initial creation, the last update date, the number of nodes, a roster of co-authors, and the languages in which the tree has been translated. Explore additional information on downloading the list of all trees.

Download List of All Users:

The report is formatted as a CSV file and provides comprehensive information about every user added to your Yonyx subdomain. Each user is identified by their name, email, and a distinct UserID. Additionally, the report specifies whether the user possesses Author or Admin rights, is currently active or disabled, and lists all the lines of business accessed by the user. The sorting order of the report prioritizes the most recently added users, placing them at the top.

Step 8. Integrations and APIs

Yonyx offers robust APIs designed for seamless integration with third-party applications such as CRMs, Chatbots, and Mobile Apps, enabling them to incorporate Yonyx decision trees. For browser-based Container Apps, like CRM systems, Yonyx provides Javascript APIs that facilitate interaction with decision trees from within an iFrame. These APIs provide complete control over communication and data exchange with embedded decision trees through a variety of API methods.

On the other hand, non-browser-based Container Apps, including Fat Client Apps, Mobile Apps, and Chatbots, utilize Yonyx REST APIs. These REST APIs are commonly employed to access decision trees one guidance step at a time as JSON objects, presenting each tree node through the user interface of the Container App. This process is repeated when the user selects a response node.

Below are key code references for developers seeking guidance on integrating Yonyx decision trees into a browser-based CRM system.

Click Here for a Mock CRM system where Yonyx decision trees are integrated and displayed within an iFrame on the right one-third of the screen. The page is unobfuscated, allowing you to right click “View Source” and examine the code.

Note, at the bottom of this source code page, you see a link to container-app.js – the Javascript code for the Container App. Search for the listener function, which actively captures events from the decision trees embedded in the iFrame. Identify the functions readFromCrm and writeToCrm within this JavaScript page. These functions facilitate the retrieval (and update) of data from various CRM fields to corresponding Yonyx Placeholders.

With this context in mind, the following are detailed step by step instructions, for integrating Yonyx decision trees into a browser-based CRM.

  1. Sign in to Yonyx, select the Administration Console, and retrieve the line of business (LOB) ID for the specific LOB you intend to incorporate into the CRM.
  2. Embed the Yonyx landing page into an iFrame within Agent-facing screens. The Landing Page URL passed to the iFrame should be https://<yourdomain>.yonyx.com/y/portal/?id=<lobid>.
  3. Upon an Agent concluding a journey through a decision tree, for the automated uploading of the Yonyx transcript to a CRM field, the Container App needs to invoke https://corp.yonyx.com/ui-api-v1/#complete-traversal following a ticket closure event. Subsequently, the Container App should actively monitor https://corp.yonyx.com/ui-api-v1/#traversal-completed to retrieve the transcript.
  4. For the automated inclusion of a ReferenceID (e.g., Case#, LeadID, etc.) with each traversal of the decision tree (Yonyx Incident), include an extra parameter named “rid” in the landing page URL. This action will update the ReferenceID field in the Yonyx Incident. Use the following format: https://<yourdomain>.yonyx.com/y/portal/?id=<lobid>&rid=<crm-ticket-id>
  5. To retrieve data from CRM fields into corresponding Yonyx Placeholders, implement a custom command called “read-from-crm.” Similarly, to transmit back updated values of Yonyx Placeholders when data is captured or modified during the journey through a decision tree, implement the “write-to-crm” command.
  6. Begin by asking your Decision tree authors to furnish you with a list of CRM fields they intend to read or write data from. Additionally, request a corresponding list of Yonyx Placeholders that should be linked to each CRM field. Develop a user-friendly UI screen that allows non-developers to adjust the list of CRM fields they wish to read or write, to accommodate future needs.
  7. To perform the read-from-crm function, initiate a call to https://corp.yonyx.com/ui-api-v1/#set-incident-placeholder-values, and transmit all CRM fields data to their respective Yonyx placeholders. Monitor https://corp.yonyx.com/ui-api-v1/#result-set-incident-placeholder-values for confirmation of success.
  8. To perform write-to-crm, track all Placeholders whose values were updated during Agent traversal. Write the values of each updated Yonyx placeholder to corresponding CRM field.

    9. Multilingual Decision Trees

    Every Yonyx decision tree is composed of two types of tree nodes: guidance steps and user responses. Both node types are designed to have multilingual variations. As a result, an English decision tree translated into two additional languages—like Spanish (left to right) and Hebrew (right to left)—is stored with three language variants for each node. Users can easily access a specific language variant of the tree by including a language parameter in the URL.

    Yonyx enables you to have your decision trees professionally translated using the industry-standard XLIFF format. Here are step by step instructions on how this translation process works.

    1. The Yonyx platform records the date and timestamp for each modification made to every English node.
    2. Export the decision tree in the XLIFF format, widely supported by professional translation vendors. Yonyx generates an XLIFF format with unique node-ids assigned to each tree node. Yonyx also records the Export timestamp for each tree node.
    3. XLIFF editors present Yonyx XLIFF in a tabular format, where each row corresponds to a tree node. The initial column displays the content in English, while the second column showcases the equivalent content in the machine-translated target language. A professional translator can review each row and make edits or approve the translation.
    4. After the XLIFF translation is finished, you can import it back into Yonyx. The Yonyx platform, leveraging the node-ids included in the XLIFF, links the translated content with the corresponding tree nodes. Additionally, Yonyx records the timestamp of each import.
    5. Users can easily access the decision tree in the translated language by including a language parameter in the URL (as shown below).
    6. When an Author modifies certain nodes in the original (English) decision tree, Yonyx checks the timestamp for each updated English node. This ensures that the exported XLIFF includes only those nodes altered by the Author after the last import date. This process streamlines translation efforts, concentrating on re-translating only the tree nodes that need new translations.
    7. When displaying the decision tree in a translated language, the Yonyx platform resorts to the English version of a node if there is no available translation.

    Learn more about the process for creating multilingual decision trees in Yonyx.

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