Update Conversation Field Based on Details Provided by Customer in Workflow

Workflow input blocks are designed to gather information from customers. The API Field Name within these blocks defines the field name where the input value is stored. This field can be one of two types:

1. Conversation Field: A persistent field linked to the conversation that remains consistent across all workflows.
2. Temporary Field: A field that exists only during the current workflow execution and is cleared upon completion.

The Set Conversation Field block in workflows allows updating conversation fields using provided values or values stored in temporary fields.

This article explains how priority field is updated based on issue type and severity provided by customer.

Set Up Chat Fields

1. Navigate to Admin > Chat > Chat Fields.

2. Edit the Category field and add the issue categories (e.g., Network Issue, System Crash, Software Access, Hardware Failure).

   

Creating a Workflow

1. Navigate to Admin > Chat > Workflow > Conversation Created and click Add Workflow.

2. Enter the required details and click Next.

   

3. In the Designer, select the Initial Block and click the Add icon to open the context menu.

   

4. From the context menu, select Actions > Toggle Customer Input.

   

5. Enable Disable user input to restrict customers and agents from posting messages in the conversation, then click Add.

   

Mapping Conversation Fields with Workflow Blocks

6. From the context menu, select User Input > Button Options > Get Choice via Buttons.

   

7. Enter a message and select Category from the API Field Name dropdown.

8. Configure the options for the mapped Category field:

   • Click Add Option.
   • Enter the Label (e.g., “Network Issue”) and set the Value as “Network Issue”.
   • Confirm by clicking the Tick icon.
   • Repeat for other options (e.g., “System Crash”, “Software Access”, “Hardware Failure”).
     (or)
   • Click Load Options from API to preload options and modify if needed.

9. Click Add to save the field mapping.
   

   

Mapping Temporary Fields with Workflow Blocks

10. From the context menu, select User Input > Button > Get Choice via Buttons.

11. Enable Use Temporary Fields, enter a field name (e.g., severity_level), and define values as shown in the table below.

12. Configure options using click Add Option, set Label, Value and click Tick. Use the table below.

    Label	Value
    Low - Minor inconvenience	Low
    Medium - Affecting work	Medium
    High - Work completely blocked	High

    

13. Add new block via Actions > Trigger Auto Assignment and assign to IT Team.

How to Use the Conversation and Temporary Fields in Workflow Blocks

14. From the context menu, select User Input > Branching > Branch via Conditions.

    

15. Click Add Condition and set the condition using below table.

    Condition Name	Category	Severity Level
    IsCriticalCase	Category IN (“System Crash”, “Hardware Failure”)	High
    IsHighPriorityCase	Category IN (“Network Issue”, “Software Access”)	High
    isMediumPriorityCase	Category IN (“Network Issue”, “System Crash”, “Hardware Failure”)	Medium
    Else(default)	-	-

    These conditions determine how priority is set based on the issue type and severity.

    

16. Now click Add.

    

Setting Conversation Fields in Workflow Blocks

17. Under IsCriticalCase, click Add and select Actions > Send Conversation Field.

    

18. Select Priority as the API Field Name and set the Value as refer below table.

    Condition Name	Value
    IsCriticalCase	Critical
    IsHighPriorityCase	High
    isMediumPriorityCase	Medium
    Else	Low

    

19. Conclude each path with an Exit block. and Activate the workflow.

    

How it Work in Widget?

1. When a customer initiates a conversation through the widget, the system prompts them to select an issue type. Upon selection, the chosen value is recorded in the conversation field.
2. The system then prompts the customer to specify the severity of the issue. Once the severity level is selected, it is stored as a temporary field (severity_level), and the auto-assignment processed for assign the agent.
3. Based on the selected issue type and severity level, conditional branching is executed, and the priority level is subsequently updated in the conversation field.