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Use case - Invoke Live Agent or Start Over intent while in a Request questionnaire


When a DWP Catalog service is published to IBM Watson Assistant using the BMC Helix Innovation Studio publishing wizard it creates pre-configured Dialog Nodes in Watson Assistant.
The Dialog Nodes are designed to have the Chatbot ask the users the questions from the DWP Catalog questionnaire in sequence. While in the questionnaire, the information sent to the Chatbot while answering a question is considered the answers to the questions, even if the context that is sent back matches some other intent such as Live Agent transfer or the start over intent.
If you wish to allow a user to break from the DWP Catalog request questionnaire, during the submission of the request for a specific intent, then you will need to make the following modifications to the published Dialog nodes.


Example
Let's take the Create Email Distribution List request, that comes with the Chatbot Starter Kit, as an example.
The questionnaire for this request has 4 questions, that when published to Watson Assistant show up as Slots within the "Fill Questions - Create Distribution List" dialog node shown below:


To allow the user to get out of a question and the request, you will need to make the following modification to all 4 of the questionnaire slots within the "Fill Questions - Create Distribution List" dialog node.

  1. For the first question (i.e. slot 1) , click on the gear icon as shown below: 


  2. This will open the Configure Slot 1 pop-up window. From here scroll down until you see the "When user responds, if intent or entity is Found" section.


  3. By default, this section will not have a response, so we will need to create two responses to handle the use cases when the user wants to Transfer to a Live Agent or simply Start Over the request while answering the question. Note that you can add other intents or entities here to cover your use cases. To do this click on the "Add a response +" link.
    1. Under the If assistant reorganizes slot enter the Transfer to a Live Agent intent, which is #LiveAgentChat 


    2. Next click in the gear icon, as shown above, to display the Configure handler 1 pop up window 


    3. From here select to open the context editor, as shown above.

    4. After the context editor is selected you will need to add the following variable and value as follows: Variable: action_deleteValue: "<? context.remove('action') ?>"


    5. Then scroll down to the Then assistant should section and set the value to "Skip to response"
       

    6. Then press the Save button

  4. Now we will do the same steps for the "Start Over" use case. To do this, click on the "Add a response +" link.
    1. Under the If assistant reorganizes slot, enter in the start over entity value, which is @start-over 



    2. Next click in the gear icon, as shown above, to display the Configure handler 2 pop up window
        
       

    3. From here select to open the context editor, as shown above.

    4. After the context editor is selected, you will need to add the following variable and value as follows: Variable: action_deleteValue: "<? context.remove('action') ?>"
       

    5. Then scroll down to the Then assistant should section and set the value to "Skip to response"


    6. Then press the Save button

Once that is done for the first question in the "Fill Questions - Create Distribution List" dialog node, you will need to do Steps 1-4 for the remaining 3 slot questions.

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