Return to Main Thread (RWC)

Use this Step to return to the main thread after the Flow reroute.

If a Static or Text Global action is triggered, the Flow reroutes with the Set up Global Actions (RWC) Step and creates a new thread. After the logic of the Global action leg is executed, the chat user needs to get back to the main chat thread. Add the Return to Main Thread (RWC) Step at the end of the Global action leg to return the chat user to the main thread. The Step reroutes the Flow back to the point where the chat user left off the main conversation. Otherwise, the conversation will be ended.

It does not apply to such Global actions as the Link, JavaScript code and the Restart conversation option.

One more context to apply the Return to Main Thread (RWC) Step template is the Allow message reaction (Like/Dislike) feature. When user reactions are enabled in the Request Response (RWC) or Send Message (RWC) Steps, it gets the like and dislike legs. If the leg has RWC Steps, RWC message exchange takes place while this leg's logic is executed. In this case, add Return to Main Thread (RWC) at the end of the leg to reroute a chat user to the main conversation. Otherwise, a chat user won't be able to continue the conversation in the main thread.

Conversation

By default, the Step inherits conversation from the previous Step on the Flow tree. To select a different conversation for a Step turn off the Inherit context setting. In the respective dropdowns choose the Bot name from your OneReach.ai account and the name of the Wait for Chat (RWC) Step where the conversation belongs too. As a result, the Return to Main Thread (RWC) Step will reroute a chat user to the main thread of the selected conversation.

TIP

If you move or clone the Flow that has a Step with a manually selected conversation to another Bot or OneReach.ai account, re-set Bot and Conversation values for the Step because the Bot ID and the conversation ID will be different.

Reporting events

Step event is reported once the Flow exits the Step. It collects the data which can be used further in reports. You can specify tags to organize the collected data.