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How to Set Up a Reporting Issues Action

  1. Click on the bot for which you want to set up the action. Navigate to Actions in the top menu and select Report an issue from the list. Select an Action

  2. A JSON template will appear, pre-configured to collect issue details and create a support ticket. You can customize this template to fit your specific needs. Review the .json

  3. If you want to automate the action with third-party apps like Zapier, click Integrate. This step will trigger the Zap you have already set up. Note that this step is optional. Zapier Integration

  4. Set the Trigger to help the chatbot identify when to start the action of support tickcet creation. Carefully provide the triggers. Best practice is to use 2-3 distinct triggers to assist the chatbot in recognizing the intent. Set up triggers Note : Ensure the triggers you set are not the same as those used for Human-Handoff. If similar triggers are used, the chatbot will perform Human-Handoff instead of executing the report action.

  5. After setting the triggers, toggle the Publish button to activate the reporting issues action. Click on 'Save' as this will save the changes/selection you have made so far with respect to the chatbot. Publish and Save

Advanced Settings#

If you want to initiate the action by adding it as a suggestion you can easily do so.

  1. Open the Advanced dropdown and toggle 'Show in Suggestions. Enable Suggestions

  2. Provide a Suggestion Title. When users click on it, the action of support ticket creation will be triggered. Give a Suggestion Title

  3. Click on 'Update' to apply the new changes to your chatbot. Click on update

Test the action#

  1. Use the Test feature to verify that the chatbot is requesting the fields as configured in the .json file. Test report issues

  2. You can also test it in the Preview section to ensure the chatbot correctly identifies user intent and triggers the action for creating a support ticket. Preview and Test report issues

View the Support Tickets#

Once the chatbot successfully creates a Support ticket, the details can be viewed by clicking on the Report an Issue list in the Action section. View issues View Support Tickets

That's a wrap! 🎉 You've successfully set up an intent-driven Report an Issue - Action that will automatically create support tickets when the chatbot detects an issue being reported during a conversation.