Trying to create a trigger that will auto-select a form based on answer bot flow
Data ultimo post: 20 mag 2022
I have opened a ticket with ZD but they've said it will be a few days before I receive a reply so I'm hoping maybe someone here has already solved this same problem.
I am building a flow in preparation for when we change from the classic web widget to messaging. We currently utilize offline forms and want to maintain a semblance of this functionality.
I have built custom fields into our flows, and would like to use triggers to auto-select the correct form based on the choices a user has made in the answer bot flow.
For example, if someone chooses "order status", I would like the "order status" form to be selected.
I have been testing this in our sandbox and the conditions that I believe should work are not working. Is the text that is present when the ticket is created from answer bot not "read" for the purpose of firing triggers? (I have it first in the trigger list so it's not an order issue)
I have also tested with not having the comment (public or private) condition present, and have the same outcome. Of course without specifying the text string, all incoming conversations would be moved to the order status form which is not desirable.
Thanks in advance for any tips you can offer.
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4 commenti
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:
Action:
Set form to (form you want it to set to)
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Lou
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
@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.
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Lou
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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