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      🧭 Creating Guides in IrisCX

      Create step-by-step guides in IrisCX using the Guide Builder in the UI or Bulk Guide Import with a CSV for longer or more complex workflows.

      📑 What’s in this article

      1. Guide Builder (Workspace)
        Learn how to create and manage guides directly within the IrisCX platform UI.

      2. Bulk Guide Import (Upload)
        Use a CSV template to create longer guides or multiple guides efficiently.

       

      🛠️ Guide Builder (Workspace)

      Use this method to build and edit guides directly inside the IrisCX platform — ideal for short to medium-length guides or when you want more visual control during setup.

      📝 Creating Guides in IrisCX - Watch Video

       

      Steps to Create a Guide in the Workspace:

      1. Go to Workspace Settings
        Navigate to your Workspace, then click on General Settings.

      2. Access the Guides Section
        Scroll down to find the Guides panel. Here you'll see a full library of all existing guides.

      3. Create a New Guide
        Click the Create New Guide button at the bottom of the section.

      4. Enter Guide Details

        • Title: Give your guide a clear, descriptive name.

        • Self-Guided Toggle: Enable this if the guide will be used for one-way video experiences like on-site inspections or self-guided flows.

      5. Configure Questions

        • Question Title: This is the main prompt the user sees — displayed prominently.

        • Description/Instructions: Use this field to provide additional guidance, like:

          • “Is the unit powered on?”

          • “What is the temperature reading?”

          • “Take a photo of the issue.”

      6. Insert Dynamic Tokens (Optional)
        Personalize the experience with:

        • Customer tokens – e.g., the homeowner in a two-way video session

        • Expert tokens – e.g., the technician or representative

        Paste the appropriate token directly into the text field. Iris will replace it dynamically in the live experience.

      7. Attach Media (Optional)
        You can include images, audio, or video to enrich your questions:

        • Select the media type

        • Click Choose File to upload

        • A preview will appear in the editor

      8. Set Actions for Completed Steps
        When a questions is marked as completed in a live call, Iris can trigger additional automated actions:

        • ✅ Create a bookmark – Think of these as tags or milestones for reviewing calls later

        • 📸 Take an automated photo – (A screenshot will be taken on the Expert side when the step is completed)

        • 🚫 No action – Simply complete the step with no additional automation

      9. Add or Remove Questions

        • Click ➕ to add a new question

        • Click 🗑️ (Trash Can) to delete an existing one

      10. Save Your Guide
        Click Save, and you'll return to the main Guides section.

      📥 Bulk Guide Import (Upload)

      The Bulk Guide Import method lets you create one or more guides using a pre-formatted CSV spreadsheet. This method is ideal for longer guides or when drafting outside of the IrisCX UI.

      How to Use the CSV Template:

      1. Download the CSV File

        • Go to the Guides section in your workspace and select Download CSV.

        • Note: the export will contain a summary of your existing guides if any are configured.

      2. Understand the Key Columns
        You’ll primarily be working with six columns:

        • Name: Title of the guide (e.g., Furnace Troubleshooting)

        • Question: Title of the question to be shown to the end user

        • Order: The order each question should appear in

        • Description: Additional instructions or context for the step

        • Action: Must include one of the following options:

          • Do Nothing

          • Add Bookmark

          • Take Screenshot

        • Tags (optional): Keywords for filtering or tagging steps (e.g., maintenance, safety)

       

      Unique Fields to Populate 

        • ID: Copy the guide name here — the system will auto-generate a unique value later

      Public Visible and Public Enabled Description columns should always be set to False


       

      Create Multiple Guides on One Sheet

        • To add more than one guide, group rows by guide name

           
      • Save and Upload Your File

        • Save the file in .csv format

        • Return to IrisCX → Guides section → Click Upload CSV

        • Once uploaded, your new guide(s) will appear in the list