To be able to register a case anonymously from the WhatsApp Bot, it is necessary to enable the “Enable anonymous access” option in the web configuration console (BASDK). Both registered and unregistered users will be able to create cases anonymously.

1. To invoke the Bot, start a chat with the contact number via the WhatsApp web or mobile app. Then, type any text; if the number interacting with the Bot is associated with an active user, the Bot will respond with a greeting message and display the available options. Select the option Anonymous Access by writing the number 7 as an answer.

⚐ Note: If the number interacting with the Bot is not associated with an active user, the Bot responds according to the configurations set out in step 2 of this document

2. The Bot receives the user’s response, returns the Bot’s name with the addition of “(Anonymous Access)” and the configured attention message, followed by one of the following options:

a) By enabling the “Use category quick links” option in the Bot Customization; the Bot will ask you to type the number of an option.

⚐ Note: If the user who is configured as Anonymous is not associated with the configured service(s) for the enabled categories, the Bot will respond with the message I am sorry. At this time you don’t have categories set to continue.

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; Ask to click on the link or button Create Case if you’ve set up a custom template.

⚐ Note:

1 If the user interacting with the Bot sends an incorrect value in response, the Bot generates the message You must type the Option Number in order to continue with the creation of the case. If you don’t want to continue, text the word Cancel. The list with the categories is generated and the option is requested.
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.

b) If the “Use category quick links” option is not enabled in the Bot Customization; the Bot will prompt you to select a desired Project.

3. When selecting the Projects, you will be able to view the list of projects in which the Anonymous user is associated. If the user who is set to Anonymous 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 defining a project, the Bot does not allow you to change the selection and must submit the text Cancel to end the dialogue and start again the categorization of the case with Anonymous Access.

4. The selected project is sent as a reply in the conversation; if the project is enabled only for request creation, the Bot will send the link for case creation or the Create Case if you have the custom template set up.

5. If the selected project allows you to create Requirement, Incident, or Change type cases, the Bot will display a message requesting to select the Service Group (when you have service groupings) or the service.

⚐ Note: If the user who is set to Anonymous is associated with a single service within a project, when selecting the project, the Bot will automatically select the service.

6. If you select the Services, you can view the list of service groups or services in which the user configured as Anonymous is associated. If the Anonymous user 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 again the categorization of the case with Anonymous Access.
2 If the selected service is not associated with a category, no list is generated and the Bot does not perform any action because it is considered bad configuration practices.

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

8. When selecting the Categories you will be able to view the list of categories related to the selected service and associated with the user who is configured as Anonymous; 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.

⚐ Note: It is recommended to configure labels and descriptions in the categories, to facilitate identification in the categorization of the case, due to the restrictions on the number of characters that allow the hierarchy to be viewed in a complete way.

9. The selected category is sent as a reply in the conversation, the Bot will display a message notifying that the categorization of the case is finished 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.

10. Select the option Create Case (if you have a custom template) or the generated link, to be redirected to the form that allows you to create the case.

11. Fill out the required information on the case form and click on the Create Case. At the end you will be able to view the filing number of the created case and the respective confirmation message.

When the registered case is related to a confidential service, the confirmation message will display the option Copy link. The user must retain this link if they wish to follow up on the case in the future.

12. The generated link is for single use; To create a new anonymous case, it must be categorized again. If you try to log in with an already used link, the app will notify you through an alert like the following: