Create a case | Albi Bot WhatsApp

Manual categorization

1. From the WhatsApp web or mobile application, start the chat with the Bot’s contact number, invoke it by typing “any text”; the Bot will respond with a greeting message and the available options are listed, select the option Create Case.

2. The selection Create Case it is sent as a response to the conversation; the Bot will display a greeting message and prompt you to select a desired Project.

⚐ Note:
1 If the user interacting with the Bot is associated with a project and is not associated with a service, at the time of selecting the Create Case, the Bot will reply with the message I am sorry. At this time you don’t have any projects set up to continue.
2 If the user is associated with a single project and service, this information is automatically selected.

3. When selecting the Projects, you will be able to view the list of projects in which the user is associated. If the user in session is associated with more than 10 projects, 9 are listed and an option is enabled Following which will be sent as a response to the chat and generates a second list of projects.

This action can be repeated until the last listing is no more than 10 projects. The user in session will be able to select a project from the generated lists, select the desired project and click on the Send.

⚐ Note: After selecting a project, the Bot does not allow you to change the selection and you must submit the text Cancel to end the dialogue and start the categorization of the case again.

4. When submitting the project, a message will be displayed asking you to select the Service Group (when you have service groupings) or the service.

5. If you select the Services, you can view the list of service groups or services in which the user is associated. If the user in session is associated with more than 10 services, 9 are listed and an option is enabled with the text Following, which will be sent as a response to the chat and generates a second list of services

This action can be repeated until the last listing is no more than 10 services. The user in session will be able to choose the desired service group or service from the generated listings, select the desired service, and click on Send.

⚐ Note:
1 After a service is selected, the Bot does not allow you to change the selection and must send the text Cancel to end the dialogue and start the categorization of the case again.
2 If the selected service is not associated with a category, no list is generated and the Bot does not take any action because it is considered bad configuration practices.

6. The selected service is sent as a reply in the conversation, the Bot returns a message requesting to select the category.

7. When selecting the Categories you will be able to view the list of categories related to the selected service and associated with the user; If the number of categories is greater than 10, the behavior is similar to that of the previous steps. Select the desired category and click Send.

If the defined category has a related operating model, is active, and has subcategories associated with it, the user will be able to view and choose between two options; Continue exploring the category tree or create a case on the selected category.

8. The selected category is sent as a reply in the conversation. At this point, two scenarios may arise:

With request for additional fields and interface enabled

If bot customization is enabled “Ask the user for missing additional fields” See Bot customization, the bot will prompt the user to select the case type, in case the category is associated with more than one type.

Once the case type is selected, the bot will sequentially request the interface fields (CI, Subject, Description, and Location), as well as the additional fields configured in the category. This will depend on the visibility, editing, and enforcement settings defined for each field.

⚐ Note: Consider the following situations:

If there are additional fields configured as dependent and are required within the category, the bot will not request additional fields.
If there are additional multiple-select fields and they are required, the bot will not request them either.
If the total sum of additional fields and interface exceeds 12 fields, the bot will skip requesting additional fields.
If there are additional mandatory fields such as list or tree with more than 10 values, the bot will ask the user to continue the process from the web portal, once the field collection is finished.

When all fields have been filled in, the bot will ask if the user wants to add attachments to the case.

If the user clicks the “Yes”, the bot will prompt for the file you want to attach. Once submitted, it will ask if you want to attach another file.

If you do not want to attach any more files, you must send the word “Continue”. A summary card will then be displayed with three buttons:

Create Case: Clicking will generate the case and the bot will display the request number.

Edit: Allows you to modify the information entered. By clicking on it you will be able to access the creation form from the website. (Additional fields previously filled in will be pre-loaded, except for file-type fields and general attachments.)

Cancel: If you decide not to proceed with the case creation, clicking the bot will automatically redirect you to the start.

No request for additional fields and interface enabled

The Bot will display a message notifying you that the categorization of the case is done and asks to click on the link or button Create Case if you have the custom template set up.

⚐ Note:
1 The confirmation message must match the one configured when creating the custom template - Create Case. View Template Creation - Create Case.
2 If the Bot responds with the message Create unidentified case template, contact the Administrator, validate that the template configuration is in an active state View Configuration Template Status and/or that the name assigned to the custom template matches the one entered in the Application configuration in the Bot environment in the Create Case Template field.

9. If you have a custom template, selecting the Create Case, a new window opens with the form to create the case.

10. Fill out the required information on the case form and click on the Create Case. When you finish, you will be able to display a message confirming the creation of the case and the number of the created case.

10. If you have the option “Use category quick links” in the Bot customization; when selecting the Create Case, the bot will display a welcome message and ask you to select the number from one of the the list of categories.

⚐ Note: To generate this list, the Bot validates that the user is associated with the configured service(s) in the categories that have the box enabled “Category in the Home of users” on the administration website (ASMSAdministrator). See Services

11. The Bot receives the response sent by the user and returns a message notifying the selected category and informing that the categorization of the case has been completed. Then, ask to click the link or button “Create Case” if you have a custom template set up.

Automatic categorization

Automatic categorization of cases requires having the option enabled “Enable automatic categorization” in the customization of the bot. View Custom Bot Settings

Preconditions for Extraction of Additional Fields

Corresponding URL configuration is required for additional field extraction. Access the administration console (ASMSAdministrator), in the General Settings / Settings locate the WhatsAppNotificationsUrl parameter and define the URL as follows:

https://albiwsp.arandasoft.com/api/

If you have your own implementation of the bot, define the corresponding URL.

The following table details the data types that are authorized for extracting values for additional fields.

Allowed	Not allowed
Short text	File
Time and date	Link
Paragraph	Position
False or True	Multiple Choice
Whole	Button
Decimal
Date
Time
Coin
Tree
List
Catalog (list)
Catalog (tree)

Extraction or request of values for additional fields will not be carried out if the category on which the case is classified has 12 or more additional fields enabled of the allowed types.
In the event that the category on which the request is classified has mandatory interface fields other than “subject” and “description”, the extraction and request of values for additional fields will not be executed.
In situations where there are additional fields of disallowed types and these are mandatory for the category to which the case is classified, the extraction and request of additional fields will not be carried out.
If an additional field such as list and/or tree has more than 100 values associated with it, the extraction of values for that field will be discarded.

Case creation

2. The bot will display a greeting message and prompt you to type in the request.

3. Type in the request or send a voicemail.

4. The bot evaluates the request sent by the user and automatically classifies the case.

If auto-categorization is configured with the model type wizard and the bot identifies more than one category to classify the case, up to three category options will be presented, with the case type, for the user to choose the most appropriate one.

If the bot fails to interpret the request sent by the user, it will redirect them to manual categorization.

Remarks:

If the “Extraction of additional fields” is enabled in the bot’s custom settings and is extracted all the values necessary for the creation of the case, a card will be presented that will summarize the information extracted.

In the event that it is not possible to extract all the values necessary for the creation of the case, and if the function “Ask the user for missing additional fields” is enabled, the bot will display the “Continue” and clicking will prompt the user to fill in the corresponding values for the additional fields of type allowed.

5. After categorizing the request and filling in the values for the additional fields, three buttons will be displayed:

Create Case:

Clicking will create the case and the bot will return the request number.

If the functionality “Identification of duplicate cases” is enabled on the admin site View Identification of duplicate ↪ cases, and the criteria for detecting duplicates are met, a warning message appears.

This message will display the case IDs that have been identified as potential duplicates, along with three options:

Add Note: Allows you to add a note to previously created cases that were detected as duplicates.
Cancel: Cancels the interaction with the Create Case command and returns the initial message.
Continue Creation: Allows you to continue with the creation of the new case, ignoring the warning.

Create on the web:

If you need to modify any value of the extracted information, by clicking on this button, The bot will prompt to click the link or button “Create case”.

Click “Create Case” or in the “link”. The case creation form containing all the extracted information will be displayed.

Make any necessary modifications. By clicking the “Create Case” The request will be generated and provided the corresponding identifier.

Go to Manual Categorization:

If the user-submitted request was not classified in the appropriate category, click this button to manually recategorize the case.