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Overview

Abilities in Z360 allow you to design intelligent workflows that interact with users, collect information, respond naturally, and take actions automatically. Using nodes like Ask, Speak, Act, and Condition, you can build dynamic workflows that adapt based on user input. This guide explains how to:
  • Collect user information
  • Add conversational responses
  • Automate ticket creation
  • Use Condition nodes to branch workflows dynamically

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Core Nodes Used in Abilities

Z360 abilities are built using visual nodes:
  • Ask – Collects information from the user
  • Speak – Responds back to the user
  • Act – Performs actions such as saving tickets
  • Condition – Creates branching logic based on user input

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Collect User Information with Ask Nodes

Ask nodes are used to request input from users. You can use Ask nodes to:
  • Ask for name, email, appointment type, or other details
  • Assign responses to variables
  • Reuse those variables later in the workflow
Each Ask node includes:
  • A prompt (what the user sees)
  • A variable name (where the response is stored)

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Using the Condition Node (Branching Logic)

The Condition node allows your workflow to branch into different paths based on user responses. This makes abilities dynamic and context-aware.

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How the Condition Node Works

  1. A user answers a question (via an Ask node).
  2. The response is stored in a variable.
  3. The Condition node evaluates that variable.
  4. Based on matching conditions, the workflow continues down the correct branch.
Condition nodes are especially useful when:
  • You want different questions for different scenarios
  • You need different actions based on user intent
  • The workflow should adapt dynamically

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Example: Appointment Type Classification

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Step 1: Ask for Appointment Type

Use an Ask node with a prompt such as:
“Is this a new appointment or a follow-up?”
Assign the response to a variable like: 
{appointment_type}

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Step 2: Add a Condition Node

Add a Condition node after the Ask node. This node evaluates {appointment_type} and decides which branch to follow.

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Step 3: Configure Branches

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Branch 1 – Follow-Up Appointment

  • Branch label: Follow-Up
  • Variable: {appointment_type}
  • Operator: is
  • Value: follow up
This branch activates when the user selects or types “follow up”.

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Branch 2 – New Appointment

  • Branch label: New Appointment
  • Variable: {appointment_type}
  • Operator: is
  • Value: new appointment
This branch activates for new appointment requests. Also, refer to this tutorial to learn more about conditions in abilities:

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Step 4: Add Ask Nodes Inside Each Branch

Each branch can have its own set of Ask nodes. Follow-Up Branch Example
  • Ask for previous provider
  • Ask for last appointment date
New Appointment Branch Example
  • Ask for reason for visit
  • Ask for preferred appointment time
Each branch runs independently based on the condition match.

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Confirm Information with Speak Nodes

You can add Speak nodes after conditional branches to:
  • Confirm collected information
  • Explain next steps to the user
  • Provide reassurance or summaries
This improves conversational flow and user experience.

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Automate Actions with Act Nodes

Once all required data is collected, use an Act node to automate tasks.

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Example: Automatically Create a Ticket

  • Choose Z360 Action
  • Select Save Ticket
  • Configure:
    • Ticket subject
    • Ticket description (using collected variables)
    • Ticket type (e.g., Appointment Request)
    • Optional parameters like priority or assignment
The ticket is created automatically based on the workflow path taken.

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Connect and Save the Workflow

  • Connect all nodes logically (Ask → Condition → Ask → Act)
  • Ensure each branch ends cleanly
  • Click Save to finalize the ability
Once saved, the ability becomes active and can be triggered through:
  • Phone
  • Email
  • Live chat

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Tips

  • Use Condition nodes for decision-making: They make workflows intelligent and adaptive.
  • Keep branch labels clear: This helps maintain complex workflows.
  • Reuse variables carefully: Consistent naming prevents errors.
  • Confirm with Speak nodes: Always guide the user after branching.
  • Test all branches: Ensure every condition path works correctly.