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Interactions ​

An interaction is any trigger that causes Kindflow to respond. Interactions are the core input mechanism for the entire system.

What is an Interaction? ​

An interaction can originate from multiple sources:

  • Conversational messages: Messages sent through the Web Interaction Interface
  • Webhook triggers: Events from external systems that trigger Kindflow
  • API calls: Direct API requests to Kindflow
  • System events: Any event that requires Kindflow to take action

Each interaction represents a request for Kindflow to perform some action, whether that's answering a question, executing a workflow, or processing data.

Types of Interactions ​

Conversational Interactions ​

The most common type - messages sent through the Web Interaction Interface. When a customer types a message in the chat widget, it creates an interaction.

Webhook Interactions ​

External systems can trigger interactions by sending webhook events to Kindflow. This enables integration with your existing tools and services.

API Interactions ​

Direct API calls to Kindflow endpoints create interactions. This allows programmatic access to Kindflow's capabilities.

How Interactions are Processed ​

When an interaction is received, Kindflow processes it through a prioritized system:

  1. Check AOPs First: The system checks if any Agent Operating Procedure can handle the interaction
  2. Check Knowledge Base: If no AOP matches, the system searches FAQs and Resources
  3. Escalate to Human: If no automated response is found, the interaction is escalated

This ensures that structured workflows take priority, while still providing fallback options.

Interaction Lifecycle ​

1. Interaction Created
   ↓
2. Interaction Received by Kindflow
   ↓
3. Processing (AOP → FAQs/Resources → Human)
   ↓
4. Response Generated
   ↓
5. Response Delivered

Viewing Interactions ​

Access the interactions page to see all customer interactions in one place. The interface provides:

  • Filter by Status: Toggle between "Open" and "Closed" interactions
  • Interaction List: Table view showing all interactions with metadata
  • Message Panel: Click any interaction to view its full message history

The message panel displays:

  • All messages exchanged in the interaction
  • Real-time updates via WebSocket connection
  • Connection status indicator
  • Message count and interaction status

Taking Over an Interaction ​

When you need to respond personally to a customer:

  1. Click on an open interaction to open the message panel
  2. Type your message in the input field at the bottom
  3. Press Enter or click Send

Your messages are marked as agent messages and sent in real-time to the customer. The interface shows your message immediately for a responsive experience.

Note: You can only send messages in open interactions. Closed interactions are read-only.

Closing an Interaction ​

Once an interaction is resolved:

  1. Open the interaction's message panel
  2. Click the "Close Interaction" button in the header
  3. The interaction moves to the "Closed" tab

When an interaction is closed:

  • The message input is disabled
  • A "Closed" badge appears in the header
  • The interaction moves to the closed interactions list
  • No further messages can be sent

Best Practices ​

  • Monitor Open Interactions: Regularly check open interactions to ensure timely responses
  • Close Resolved Interactions: Mark interactions as closed once resolved to keep your workspace organized
  • Use Filters: Switch between open and closed views to focus on what needs attention

Next Steps ​