Workflow Assistance: Product Versions and Knowledge Source Query

Question

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.

Emilygav · Accepted Answer

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.

Muhammad Rashid puthiyandi · Answer

Product and attributing

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