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Case

Case Module: Friendly Configuration Guide

Hello! Welcome to the Case Module configuration. This tool allows your bot to make decisions based on what a person says or on data you already have, like choosing between options or directing the chat to different paths. It's like giving the bot a map with signals to decide where to go. You configure everything in an easy-to-use window, without any programming knowledge needed!

What does the Case Module do?​

The Case Module tells your bot:

  • Show options to the person (like "Yes or No") and act according to their response.
  • Or decide automatically based on previous information (without asking).
  • Send the chat to different steps depending on what happens.

You'll configure this in a popup window with fields and a table to customize how the bot decides and what it does.

Step-by-Step Configuration in the Popup Window​

When you open this tool, you'll see a window titled "Case Configuration" that appears from the bottom. Here's how to use it:

1. Name Your Module​

  • Where: The "Name of the case" text box.
  • What it does: It's a label to identify this module (like "Choose Option" or "Automatic Decision").
  • How to set it up: Write something short and clear. It's mandatory!

Example: Write "Yes/No Question" if the bot will ask something.

2. Write the Case Title​

  • Where: The "Title of the case" box.
  • What it does: It's the message the bot will show to the person (like "Please choose an option").
  • How to set it up: Write what the bot will say. It can have multiple lines if you need to explain something. It's mandatory!

Example: Write "Do you want to continue with the purchase or do you need help?".

3. Choose How to Display the Options​

  • Where: The "Display as" dropdown menu.
  • What it does: Defines how the options look to the person.
  • How to set it up: Click and choose an option:
    • Normal: Simple text.
    • List message: Nice list (like a menu).
    • Reply button messages: Buttons to respond.
    • Single-Product messages: To show one product.
    • Multi-Product messages: For multiple products.
  • Note: If you choose "Reply button messages", a section to upload a file will appear (below).

Example: Choose "Reply button messages" for "Yes" and "No" buttons.

4. Configure Additional Options (Checkboxes)​

  • Where: The checkboxes below the menu.
  • What it does: Adjust how the module works:
    • Use single branch: Only allows one path (rarely used).
    • Use last branch as default: The last option is the "default" if nothing else fits.
    • Do not prompt to user: The bot decides on its own without showing options.
  • How to set it up: Check the boxes you want to activate.

Example: Check "Do not prompt to user" if the bot will decide automatically.

5. Upload a File (Only if You Chose "Reply button messages")​

  • Where: The "Select Media" section that appears if you chose "Reply button messages".
  • What it does: Allows you to add an image or video to the options (like a photo to accompany the buttons).
  • How to set it up: Drag a file (JPEG, PNG, GIF, MP4, MP3) or click "Browse" to find it. Only one file, maximum 16 MB for MP4 videos.
  • Note: If you upload something, the bot will show it with the options.

Example: Upload a product image if the buttons are about buying it.

6. Configure the Branches in the Table​

  • Where: The "Branches" table below.
  • What it does: Defines the options or conditions the bot will evaluate and where it will take the chat.
  • How to set it up: Fill in the columns:
    • Label: What is shown to the user (like "Yes") or a variable if you don't ask (like "communication.response"). Mandatory if you're asking!
    • Comparison: How the bot compares (choose from the menu: Equals, Greater Than, Contains, etc.). Mandatory!
    • Option: A fixed value to compare (like "yes"). Optional if you use "Value".
    • Value: A variable to compare (like "communication.choice"). Optional if you use "Option".
    • Next: The next step (you don't edit this here, it's defined in the bot flow).
  • Add/Edit: Click the pencil to edit or the trash can to delete (except the last row if you use "default").

Example:

  • Label: "Yes", Comparison: "Equals", Option: "yes", Next: (an automatic ID).
  • Label: "No", Comparison: "Equals", Option: "no", Next: (another ID).

7. Save Your Configuration​

  • Where: The "Save" button in the bottom right.
  • What it does: Saves everything for the bot to use these rules.
  • How to set it up: Click "Save". If everything is correct, the window will close. If something is missing (like the name or title), it will ask you to complete it.

Tip: Check that the title, name, and at least one branch are filled in.

What Happens When It Runs?​

  1. If you checked "Do not prompt", the bot automatically compares data and chooses a path.
  2. If not, it shows the "Title" and "Label" options to the user (like buttons or list).
  3. Based on the response or comparison, it follows the "Next" path you defined.
  4. If there's no match and you used "default", it goes to the last branch.

Practical Example​

Imagine a bot that asks if someone wants support:

  1. You open "Case Configuration".
  2. In "Name", you write "Support Yes/No".
  3. In "Title", you write "Do you need help?".
  4. In "Display as", you choose "Reply button messages".
  5. You upload an image of an agent (optional).
  6. In the table:
    • Branch 1: Label: "Yes", Comparison: "Equals", Option: "yes".
    • Branch 2: Label: "No", Comparison: "Equals", Option: "no".
  7. You click "Save".

Result: The bot shows "Do you need help?" with "Yes" and "No" buttons. If they choose "Yes", it goes to a support module; if "No", it follows another path.

Simplified Special Tricks​

Automatic Decision​

  • What it does: The bot decides without asking if you check "Do not prompt".
  • How to set it up: Check the box and use variables in "Label" (like "communication.response").

Example: If "communication.response" is "yes", it goes to support without asking.

Default Option​

  • What it does: Uses the last branch as "default" if nothing matches.
  • How to set it up: Check "Use last branch as default".

Example: If no one responds correctly, it goes to a farewell message.

Troubleshooting Tips​

  • Can't save? Make sure to fill in "Name", "Title", and at least one branch.
  • Not showing options? Check that "Do not prompt" isn't checked if you want to ask.
  • Bot not deciding correctly? Confirm that "Comparison" and "Option/Value" match what you expect (ask your team for help if you use variables).

That's it! You've configured your bot to make decisions. Fill in the fields, adjust the branches, save, and watch how it guides the chat. If something doesn't work, check the options or ask for a tip from whoever manages the flow. Happy deciding!