Custombot into Resobots into Offline Form | Community
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So I am playing with a simple enough concept - Custombot prompts users for Known Request or New Request. The goal here is no human interaction (until a case is raised).

 

For a known request, we prompt with a typeform for case details and update the case (via typeform SF app)

 

For a New Request, we prompt for natural language, we offer a resobot answer

  • If the answer is yes, path ends
  • If the answer is no, we send a typeform and create a case via the typeform SF app

 

Any anyone done anything similar? Initial tests result in the conversation still being open post sending the app which is something I need to solve for.

 

Bonus points, also tossing up the idea of sending them into our app before sending the typeform, but not sure sending a button asking to login will actually offer any value (beyond knowing who they are).

Hey @craig​, while I can't give any insight into the first part of your question, could I ask you more about sending a button to have them log in to your app? What are you hoping to get from this particular flow?

So we know who they are mostly, use case;

Current Flow

  1. Eric looks for answers in the KB but i dont know Eric is Eric
  2. Eric raises a web request, puts his details in and logs an offline request
  3. Agent needs to confirm we have correct email, contact details and request more info (more often than not)

 

Future Flow

  1. Prior to asking for help, we prompt Eric to login
  2. On login, we know all about you and where you have been
  3. We prompt in app for questions etc to then log a case
  4. Giving you option to log it offline (not important / urgent) or go live

 

I know y'all are looking at bringing questions into a bot flow for an offline type of form, the step of getting the user logged in unlocks Intercoms data and power

 

 

 

 

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