Adding create case blocks to dialogue
Create case blocks are used to create cases in TRACK during a conversation with the bot. These cases are primarily for user complaints.
To add a create case block to a dialogue flow, click the blue button.
Select Create case from the side menu.
Enter the case information under the CASE tab, this information includes the Case Group, Subject, Category, Respondent ID (if applicable), and Description of the desired case.
Under the HUMAN tab, enter the contact details of the user.
If it is applicable to a user, enter the contact details of their representative under the HUMAN tab.
Once all the fields have been input, click SAVE.
For additional instructions, please contact your AICX manager.