In the pursuit of digital transformation, we strive for 100% automation. But in the real world of customer communications, exceptions are the rule. What happens when a document can't be generated automatically because a critical piece of information is missing? An email address for an invoice, a special clause for a contract, or a personalized note for a valued customer?
Traditionally, this meant falling back on slow, risky, and uncontrolled manual processes. But with DocBridge® Communication Suite, there's a smarter way. Meet Guided Interactive, the tool that elegantly bridges the gap between full automation and manual intervention.
At its core, Guided Interactive is a tool for scenarios where a document needs a final human touch before it's sent out.
Guided Interactive is designed to solve common business challenges that hinder full automation.
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The process is a seamless integration of design, user interaction, and backend processing.
1. Design in DocBridge® Communication Suite
It all starts with the template. Your document designers work in the Designer to create the standard DFF (Document File Format) templates. For interactive scenarios, they simply enrich these templates with special dialog definitions. They define the text fields, dropdown menus, checkboxes, and rules for what the clerk can see and do.
2. Trigger from a Business Application:
A clerk, working in system like Salesforce or the DocBridge Communication Suite itself, initiates a transaction. This could be a "Finalize Contract" or "Send Invoice" button.
3. Guided Input and Live Preview:
The Guided Interactive interface opens, pulling in the existing business data (known as "upstream data"). The clerk is presented with only the dialogs for the information that needs to be entered or verified. They fill in the required fields, and the document preview instantly reflects their changes.
4. Submit and Process:
Once the clerk is satisfied, they click "Submit." Guided Interactive intelligently merges the original business data with the new data entered by the clerk. This complete data package is then sent to the workflow engine, which uses automated "worklets" to perform the final steps – like rendering the final PDF, sending an email, or archiving the document .
Screenshot: User Interface of DocBridge® Communication Suite
Integrating a "human-in-the-loop" doesn't mean sacrificing efficiency or control. In fact, Guided Interactive provides significant business benefits:
Guided Interactive is a combination of standardized and individual document creation. Within their permissions, the employee can adapt a predefined document (a template) themselves. The system supports them with an intuitive, guided user interface and embedded business logic.
This allows the employee to make individual additions to the document, such as adding or changing text. If necessary, the document can also be forwarded to a supervisor for approval, which is also supported by the system.
A typical example of such Guided Interactive processes is handling contract cancellations or modifications. For example, the employee might add a special offer – such as a discounted rate or bonus points – to a cancellation letter, hoping the customer might reconsider their decision. This offer can be added as free text or using predefined text blocks.
Text block-based document creation means that the employee assembles a document from predefined, standardized text blocks. The system provides a selection of suitable text blocks that can be combined as needed and supplemented with individual additions if required.
This allows the employee to quickly and confidently create high-quality documents that are legally and factually correct, without having to formulate every text themselves.
A typical example is creating standardized response letters, where frequently recurring phrases – such as greetings, legal notices, or offer details – are assembled from text blocks.
Modular document creation means that a document is built from individual modules, each of which is complete in content and form. Each module represents an independent section or topic block that can be created, maintained, and reused independently of the others.
The employee or the system assembles the required modules in the desired order, like building blocks, to create a complete document.
Typical areas of application include extensive contracts, technical documentation, or product descriptions, where certain modules are selected and combined depending on the customer, product, or use case.
