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Workflow Assistance: Product Versions and Knowledge Source Query


I’m working on creating a Workflow that involves customers selecting a product and, where applicable, the version of that product. Based on their selection, I want the Workflow to query a specific knowledge source tied to that product and version. For context:

  • Product Example:

    • Product X has two versions: Version A and Version B.
    • I’ve created separate knowledge sources for each version.
    • I need the Workflow to dynamically use the relevant knowledge source based on the selected version.
  • Current Progress:

    • I’ve set up a Workflow with branches to capture product and version selections.
    • I want the selected version passed as a variable to direct the Workflow to the correct knowledge source.
    • Other products that don’t have versions will be treated separately, but I’m focusing on versioned products first.
  • Challenges:

    • I’m unclear on how to dynamically pass the selected version through a Workflow path and use it to query the correct knowledge source.
    • I’ve explored setting attributes and conversation data but would appreciate detailed guidance.

Best answer by Emilygav

Hey there ​@hotinbundy! Emily here from Support Engineering at Intercom 👋🏼
 

To dynamically pass the selected version through a Workflow path and use it to query the correct knowledge source, you should utilize Conversation Data Attributes. Here's how you might proceed:

  • Ensure that you have predefined Conversation Data Attributes for 'Issue' and 'Product Area'. These attributes should align with the categories you need, such as different product versions.
  • When a new conversation comes in, check if the relevant categories, like the product version, are pre-filled by the customer, bot, or rule. If not, you'll need to fill in the missing details or correct any inaccuracies.
  • Use these attributes within your Workflow to direct the conversation to the appropriate knowledge source based on the product version selected by the customer.
  • If the conversation involves topics that vary message by message or if there's no relevant pre-defined category, use the 'Other' category but only if there isn't a dominant topic throughout the conversation.

Remember to still apply manual tags where necessary, such as when a conversation shifts to a feature request or when specific workflow tags are needed.

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2 replies

Emilygav
Intercom Team
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  • Intercom Team
  • 75 replies
  • Answer
  • January 17, 2025

Hey there ​@hotinbundy! Emily here from Support Engineering at Intercom 👋🏼
 

To dynamically pass the selected version through a Workflow path and use it to query the correct knowledge source, you should utilize Conversation Data Attributes. Here's how you might proceed:

  • Ensure that you have predefined Conversation Data Attributes for 'Issue' and 'Product Area'. These attributes should align with the categories you need, such as different product versions.
  • When a new conversation comes in, check if the relevant categories, like the product version, are pre-filled by the customer, bot, or rule. If not, you'll need to fill in the missing details or correct any inaccuracies.
  • Use these attributes within your Workflow to direct the conversation to the appropriate knowledge source based on the product version selected by the customer.
  • If the conversation involves topics that vary message by message or if there's no relevant pre-defined category, use the 'Other' category but only if there isn't a dominant topic throughout the conversation.

Remember to still apply manual tags where necessary, such as when a conversation shifts to a feature request or when specific workflow tags are needed.


Product and attributing


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