Apart from supporting the Out-Of-The-Box conversations, Max supports the following functionalities:
Max provides numerous processing indications to manage user expectations while it is working on user inputs.
Max allows the user to specify multiple intents in a single command. For example: create nda for Alpha Gas and send it to Bob Schank <email@example.com> for signature.
|Zero input workflows|
Max makes smart on-the-spot-decisions on your behalf. For example:
|Ease of use||Max provides easy to click quick action buttons, while also allowing the user to provide verbal inputs.|
|Mobile support||Max allows users to invoke the conversation via a mobile browser or the embedded Max plugin from the native SFDC app on both iPhone and Android devices.|
|Voice dictation||Max allows users to provide input using the inbuilt keyboard dictation on iPhone and Android devices.|
Handling unsupported intents
Handling unsupported intents: Max understands the popular workflows that it cannot handle. For such workflows, it displays the appropriate help to guide you accordingly. Example: You ask Max to "create an account", Max responds with the below message:
I’m sorry! I’m not able to create accounts for you at this point. You can find instructions on how to create an account here: Managing Accounts in SalesForce. If you’d like me to be able to do this for you, you can reach out to your Max Admin and the Conga team by clicking here.
Max understands the context of the user conversation and responds with the correct help text. For examples of Contextual Help, refer to Contextual Help.
|Provide feedback||You can provide feedback to Max at any stage in your conversation. To provide feedback, type Feeback or Provide Feedback in Max chat window. Max asks you whether your feedback is positive or negative. Based on your feedback, Max asks you to provide details about what you liked and what you disliked. After providing your feedback, Max navigates you back to your conversation.|
All major conversation steps provide you with the following options:
If you ask a specific question such as "what is the expiration date of the Google quote?", Max provides a quick answer with a generated sentence answering your query as below:
If you ask Max a specific yes/no question such as "Is the Google quote accepted?", Max provides a quick yes/no answer with a generated sentence answering your query as follows:
Yes, The Google quote is Accepted.
When a user asks for specific fields from quotes that satisfy a certain search criterion, Max includes both the fields that are selected and the fields used for filtering the results, in addition to the default fields that are normally displayed.
|Conversational analytics||All workflow steps, parameter selections, user utterances, workflow anomalies are logged as part of conversational analytics. This data is used as the raw material to study usage trends, usability and other issues that help improve Max.|
|Proactive greeting||In the embedded mode, Max proactively greets you when you click the Max pop-up window.|
|NOT queries||You can ask Max to look up agreements that do not contain a particular string. For example, you can ask Max to pull up the service clauses for agreements over $20K with the verbiage tax credits but not refunds. Max replies by displaying all agreements over $20K containing Tax Credits in the Agreement Name and not containing Refunds in the Agreement Name.|
Max offers proactive tips to the user based on the conversation context. For example: