@Himanshu @Rohit Joshi @Sahil Hi our bot is taking requests from customers but logging the wrong issue in our CRM. For example, our customers are telling us that we have not collected their green recycling bin and we logging a complaint and return request for their black general waste bin. I have a number of examples
hello @Declan Can you explain how the session data (specifically the account number) is being set for users?
Also, are you experiencing this issue across all chats, or only in specific cases? Have there been any recent changes on your end after which this issue started occurring?
I checked the logs for this conversation, and it appears that the API call is succeeding
I'll check and confirm re the session data. But we are not experieincing the issue across all chats. It seems to happen more when a customer mentionns more than one colour bin was not collected. For example a customer says that we did not collect their brown and black bin, we might only log the brown bin or we might log a green bin for a return collection
Hi @Sahil I think maybe you're mixing up with a previous issue? There are not conversations that have dropped. It is that the customer is giving a certain piece of information and the bot is then interpreting that and creating the api call to log a CRM ticket but for the wrong information. i.e. My green bin was not collected. We log a ticket saying the customer black bin was not collected
Here, you’ve added the intent with both the account number and waste type already captured. Then again, in the flow, you’re capturing the same values once more.
I’d recommend keeping this in one place to avoid duplication. Since the intent is already picking up the correct values, is there a specific reason you’ve added the capture step twice?