Create case block

The create case block allows the chatbot to generate cases in Track with customer info.

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Note

Before you add a create case block, please create a case group.

To add a create case block to a dialogue flow, click the blue chatbot button and select Create case.

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Under the CASE tab, select the case group and then click NEXT.

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Case info

Enter the following case information:

  • Group - the case group from TRACK
  • Subject - the subject of the case
  • Category - the categories of the case group
  • Respondent ID - the respondent that is responsible for the case
  • Description - the content of the case provided by customers

Click NEXT to move to the HUMAN tab.

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Human info

Under the HUMAN tab, enter the contact details of the customer. You can use variables for customer info collected by the survey block.

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What’s Next