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  3. How to create and manage user requests

How to create and manage user requests

/!\ This feature is not accessible by default. Do not hesitate to contact us ([email protected]) to discuss your project and benefit from this feature. 

Request creation and configuration

User request feature consists in a particular configuration in your platform that will automatically create a user request each time your user reaches a specific step of a story.

To make this happen, you need to add a ‘User request’ action in the chosen step of the chosen story.
First, drag and drop this action from the action panel to the step content:

The action is then displayed in the step content. It contains 2 fields to fill:

  • “Assignee”: you can select the collaborator (with either Administrator or Support Agent rights) of your choice from the select list – optional. This means that all the requests created in this step will be assigned to this person by default. However, the assignee can also be set / modified once the request has been received.
  • “Request Description”:  Will be the content of the request and corresponds to its description. You can write “{{@message}} ” to recover user last message and add some text if needed.

Once this action has been configured, you can “Save” your step and then access to “User requests” page of your “Inbox” tab to access and manage all the requests received.

Requests management

Requests lists

Go to the “Inbox” tab of your platform and then click “User requests” to access the list of all the requests received. The screen is split in 2 views:

  • “All requests”: all the requests received by the bot, whoever is the assignee
  • “My requests”: all the request that have been assigned to me

From these lists, you can:

  • use filters to solely display requests corresponding to the criterias you have set
  • directly modify the assignee and / or request status
  • click a request to display its details

Request details

Once you clicked a request, a specific page is displayed. It contains:

  • the request title: by default set to the name of the step where the request has been created – editable
  • name of story where request has been created
  • request description
  • extract of conversation history before request creation
  • user attributes retained before request creation
  • “create intent” button, to use requests received to continuously improve the bot
  • button to access the entire conversation history
  • button to take control of the conversation

If needed, you can take control of the conversation to talk live with the user, provided that user is online. How to take control of a conversation?

You are now ready to automatically create requests, always provide an accurate answer to your users and benefit from these requests to efficiently improve your bot!

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