Adding a conversation to a case type

You can add a conversation that uses a messaging or voice application (for example, Facebook Messenger) as a channel for adding information to a case. You configure the messaging workflow as part of the case life cycle. At run time, a user working in the selected application sees (or hears) a series of questions that ask the user to enter information.

  1. Ensure that you have at least one conversational channel configured.

    For more information about the channels that support conversational flows in a case type, see Conversational user channels.

  2. In the navigation panel, click Cases, and then click the case type that you want to open.
  3. On the Workflow tab, click Life cycle.
  4. Click the stage to which you want to add a conversational channel.
  5. On the General tab of the property panel, in Channel specific conversations, select the channel that you want to use.

    A parallel process for the channel is added to the stage.

  6. Click the first step in the parallel process.
  7. In the property panel, click Configure conversation.
  8. To add data fields to the conversation, click + Add question.
  9. Select the fields from your data model that you want to use to collect information from users, and then click Apply.

    For example, if the primary stage has a form that asks for first name, last name, and policy number, you could configure the same fields for the conversational channel.

  10. In the dialog box that is displayed, enter a question for each field. For example, for the Last name field, enter What is your last name?
  11. Optional: Define the conditions that determine the flow of the conversation.

    For example, if you have a picklist with Yes and No options, the Yes option can display the next question, while the No option skips the next question.

    In the Show list, select When, and then click Edit.

    1. From the Field list, select the name of a field that supports validation.

    2. From the Comparator list, select a comparator.

    3. In the Value field, enter a value to compare with the user input, if applicable.

    4. Add an AND operator to use another property in the expression. If all properties meet the defined criteria, the condition passes.

      Complete the following steps:

      1. Click the Plus icon next to the field after which you want to add the AND operator.

      2. Select AND from the first list in the new row.

      3. From the Field list, select the name of a field that supports validation.

      4. From the Comparator list, select a comparator.

      5. In the Value field, enter a value to compare with the user input, if applicable.

      1. Optional: Add multiple AND operators to include multiple properties in the expression.

    5. Add an OR operator to use another property in the condition. If either property meets the defined criteria, the condition passes.

      Complete the following steps:

      1. Click the Plus icon next to the field after which you want to insert the OR operator.

      2. Select OR from the first list in the new row.

      3. From the Field list, select the name of a field that supports validation.

      4. From the Comparator list, select a comparator.

      5. In the Value field, enter a value to compare with the user input, if applicable.

      6. Optional: Add multiple AND operators to include multiple properties in the expression.

      7. Optional: Add an OR operator to start a new expression.

    An icon to the left of the question indicates that the question depends on a when rule.

  12. Add, delete, or reorder the questions to further configure the conversation flow.
  13. Click Done.
  14. Optional: To define the conditions that control when the conversation begins, update the process settings.
    1. On the Workflow tab, click Life cycle.
    2. Click the name of the parallel process.
    3. In the Start when field, press the Down Arrow key and select one of the following options:
      • Always - The conversation begins with the case enters the stage.

      • Custom condition - The conversation begins when the conditions that you provide are met.