Trying to create a trigger that will auto-select a form based on answer bot flow

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4 Comments

  • Lou
    Community Moderator

    You mentioned if "someone chooses order status". Is that a drop-down? Just looking for some clarification as I don't equate "choosing" to "Comment text".

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  • Trudy Slaght

    @lou “order status” is one of the options within the bot flow. Meaning when options are presented by the bot, order status is something they can click similar to the “connect to a human” choice.

    0
  • Lou
    Community Moderator

    Trudy Slaght

    Gotcha. I know nothing about bot flow, so I'll step out since anything I say would be a guess at best.

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  • Trudy Slaght

    Just to provide an update here as I was able to find a resolution for this.  (We already had custom fields built into our bot flow with fields that are only used on specific flows - if someone didn't already have that, they would first have to set up a custom field and then add it to the flow so that the field is filled before the ticket is created in agent workspace.)

    The solution was to set the trigger conditions as follows:

    All conditions must be met:

    • ticket is created
    • channel is messaging
    • {custom field name} is present

    Action:

    Set form to (form you want it to set to)

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