❗ Report an Issue

For this use case, we will provide clear instructions and insights into:

  • Introduction and Instructions: Receive an introductory message from the chatbot, along with instructions on how to proceed with reporting an issue.
  • Selecting the Reporting Option: Choose the option to report an issue from the menu provided by the chatbot.
  • Describing the Issue: Describe the issue in detail, including relevant information such as location, nature of the problem, and any other pertinent details.
  • Providing Additional Details (if needed): Provide any additional information requested by the chatbot to ensure clarity and accuracy in the report.
  • Uploading Media (if applicable): If necessary, upload photos, videos, or other media files to provide visual context or evidence related to the reported issue.
  • Confirming Submission: Review the information provided and confirm the submission of the issue report to proceed.
  • Acknowledgment and Reference Number: Receive an acknowledgment message from the chatbot, along with a unique reference number for tracking the reported issue.

You can now start building your Raise a complaint journey:

  1. Go to Chatbot in the left side navigation and click Create New Chatbot

  2. Define your "Chatbot Name" and choose your Channel "WhatsApp", then click Create

  3. Add a List widget and name it (e.g Complaints) then:

      1. Add your message in the Body (e.g Choose the service you need)

      2. Start to Add List Item and for each item define (the list may contain different services related to Complaints, like create complaint, delete complaint, and complaint status):

        1. Item Name (e.g Raise a complaint), and optionally add a description
        2. Item Payload - This defines the value that will be returned to the chatbot if a user selects this item (e.g option2)
      3. Define the variable that you will use to navigate the user to the correct answer based on his selection (e.g Add ItemPayload as a variable name in Save List payload in this variable - This will save the list item payload in the defined variable)

  4. Now add a Branch widget and define the number of branches based on the list items, wherein each branch:

    1. Define the Variable that captured the user's selection - In this example, we named the variable ItemPayload
    2. Define the Operator and Value for this variable that will enable this branch - in this example, the Value is option1
  5. For each Branch depending on the type of inputs needed from the user to check/create/delete an application you can:

    1. Add a Collect input widget based on the use case and select the validation as Text. For example, if you are collecting Name
    2. Add a Collect input widget based on the use case and select the validation as email. For example, if you are collecting Email
    3. Add a Collect input based on the use case and select the validation as an image, For example, if you need any particular document to verify
  6. If you need to send the collected information to your system, you can use the Service Call widget, which allows you to integrate with any external system that you are using, with REST or XML approach. For more information, you can check here. Let's say information is saved to the variable: status

  7. After Service Call use Send message and write content as needed and use variable #status# in order to print out value from your system to customers.

  8. You can also transfer communication to Live Agent by using the Human Handover widget.

Note: in case number validation is needed, a Javascript code can be added with custom validation.

  1. You can now Test this bot then be ready to Deploy🎉