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Configuring the Ask Before Chat Section for Intake Agent

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Overview
User Account Requirements
Related Information/Setup
Configuring the Ask Before Chat Section for Intake Agent

Overview

In order to use the Ask before chat section on an Intake form to create branching workflow paths, a Select List field must be created and added to an Object Type. Once that is completed, you will need to create a trigger for the Select List field that redirects the workflow path based on the option selected in the Simple list field on the Intake form.

User Account Requirements

The user account you use to log into Resolver must have Administrator permission to create a Select List.

Related Information/Setup

Please refer to the following articles for further information:

Configuring the Ask Before Chat Section for Intake Agent

  1. Create a Select List field. When setting up the options for the Select List field configure at least two options, one to be directed to a restricted workflow and the other to be directed to a standard workflow (e.g., Restricted and Standard). 
  2. Remember to assign values to the Select List field options while editing each option (e.g., Standard = 1 and Restricted = 2). These values will be used when setting up the Object Type Trigger.
Values Field.png

Value Field

  1. Add the Select List field to an Object Type. Add the Select List field created in step 1 to the Object Type connected to the form used for the Intake Agent form.
  2. Next, you need to create a Trigger on the Object Type that is connected to the Intake Agent form.
  3. From the Admin: Object Types screen, enter the name of the Object Type connected to the Intake Agent form in the Search Field, narrowing down the search results.
Search Field.png

Search Field

  1. Click the Object Type link. 
Object Type Link.png

Object Type Link

  1. From the Admin: Edit Object Type screen, click the Configure Workflow button.
Configure Workflow Button.png

Configure Workflow Button

  1. From the Admin: Edit Workflow screen, click the Add Trigger link under the Creation workflow state.
Add Trigger Link.png

Add Trigger Link

  1. From the Add Triger pop-up, select Button from the Type dropdown menu. 
Type Dropdown Menu.png

Type Dropdown Menu

  1. Enter a Trigger name in the Name field (e.g., Submit to Resolver). The Trigger name is used to represent the Trigger throughout the system. 
Name Field.png

Name Field

  1. (Optional) Enter a brief description outlining the Trigger in the Description field. 
Description.png

Description Field

  1. (Optional) Select a color from the Color Palette by clicking the Color field dropdown menu. The Color Field applies a Color icon next to the Trigger allowing users to color code their Triggers. 
Color Palette.png

Color Palette

  1. (Optional) Select an icon from the Icon dropdown menu. The icon selected will appear in the Color icon next to the Trigger.
Icon Field.png

Icon Dropdown Menu

  1. Click the Create button.
Create Button.png

Create Button

  1. Click the + Add Transition link.
Add Transition Link.png

+ Add Transition Link

  1. Enter a Standard as the transition name in the Name field. The name should reflect the workflow path you are setting up (e.g., Standard or Restricted). 
Transition Name Field.png

Name Field

  1. Select Triage as the transition destination state from the Destination State dropdown menu. The destination state should reflect the workflow path destination you are setting up (e.g., Triage or Restricted Triage). 
Destination State Field.png

Destination State Dropdown 

Note.png
 Note:
Make sure that the Workflow State you want to use as destination states are setup, so that they appear as selectable options within the Destination State dropdown menu.
  1. Click the Create button. 
Create Transition Button.png

Create Button

  1. Click the + Add Condition button.
Add Condition Button.png

+ Add Condition button

  1. Enter a condition name in the Name field. By default, Default Conditional Formula will be entered in the Name field.
condition Name Field.png

Name Field

  1. (Optional) Enter a description outlining the condition in the Description field.
Condition Description Field.png

Description Field

  1. Click the + Add Variables button.
Add Variable Button.png

+ Add Variable Button

  1. Select the Field variable type from the Variable Type dropdown menu.
varible Type.png

Variable Type Dropdown Menu

  1. Select the Select List field you created in step 1 from the Available Components dropdown menu.
Available Components Field.png

Available Components Dropdown Menu

  1.  Once the Select List field is selected from the Available Components dropdown menu the system will automatically fill out the Name field, using the Select List fields unique ID.
Variable Name.png

Name Field

  1. (Optional) Enter a brief description outlining the variable in the Description field.

 Varialbe Description.png

Description Field

  1. Click the Create button. 
Variable Create Button.png

Create Button

  1. Click the Insert Variable button and select the newly added field name to insert the field variable into the Formula field. 
Insert variable button.png

Insert Variable Button

  1. Enter == 1 after the field variable name in the Formula field. Entering the 1 value will create the standard workflow path.
Formula Field.png

Formula Field

  1. Click the Save Formula button.
Save Formula Button.png

Save Formula Button

  1. Click the Done button.
Done Button.png

Done Button

  1. Click the + Add Transition link. 
Add Transition Link 2.png

+ Add Transition Link

  1. Enter Restricted in the Name field. 
Transition Name 2.png

Name Field

  1. Select Restricted Triage as the transition destination state from the Destination State dropdown menu.
Destinatin State 2.png

Destination State Dropdown Menu

  1. Click the Create button. 
Create Button 2.png

Create Button

  1. Click the Transition Details icon.
Transition Details Icon.png

Transition Details Icon

  1. Repeat steps 19 to 28.
  2. Once you have added the Restricted workflow path condition and field variable to the formula, enter == 2 in the Formula field after the field variable name. Entering the 2 value will create the restricted workflow path.
Formula field 2.png

Formula Field

  1. Click the Save Formula button.
Save Formula Button 2.png

Save Formula Button

  1. Click the Done button.
done 2.png

Done Button

  1. The Edit Trigger pop-up should look like the following screenshot. 
Edit Trigger Pop-up.png

Edit Trigger Pop-up

  1. Navigate to the Intake Agent form to add the Select List field to the form.
  2. From the Admin: Edit Configurable Form screen, scroll to the Ask before chat section on the Form Canvas.
Note.png
 Note:
When editing an existing intake agent form, if you do not see the Ask before chat and Ask during chat section on the form, simply disable and re-enable the Chat Interface For Portal toggle switch.
Ask Before Chat Section.png

Ask Before Chat Section

  1. Drag-and-drop the Select List field (e.g., Member of E&C Team?) to the Ask before chat section.
Drag and Drop Select List Field.png

Drag-and-Drop Select List Field

  1. Click the Done button.
Done Button 3.png

Done Button

  1. Next time a submitter accesses the Intake Agent form the Select List field (e.g., Member of E&C Team?) will appear on the form under the Ask before chat section.
Form Ask Before Chat Section.png

Intake Agent Form

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