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Task configurations

Many times a ticket is about doing something. This can be a repairing, a lookup.. anything! These 'Tasks' can come in 2 flavours:

  1. Scripted Guide for the conversation
  2. Async Task

Each task has: - A title and description => what needs to be done - A form(optional) to collect data about the task. These inputs are saved into the state for you to play with. You might even tie it together with your existing invoicing software to invoice for the job being done. - Outcomes (one or more). Often a task only needs a "Finished" outcome but you might also need more like "Could not complete" or "Review needed". These outcomes can be stored in the state and even dictate the flow directly.

1: Scripted guide (callcenter)

Sometimes using a bot to communicate is not possible or convenient. Use a Flow which can create tasks and act upon the answers. Users just need to follow the instructions given in the task and note the answers. The Flow will process the answers and proceed to the next question with advanced options to route accordingly.

These tasks will be presented in the ticket-conversation.

2: Async Task

Sometimes a ticket needs a asynchronous action to be done such as repairing your shoes. It might very well that the helpdesk-user is not the one who is doing that task but someone with specific skills for that task. In this case you can let a flow create an async task. This task will only be present on the dedicated task screen.