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How to loop flows

When using a bot to capture data it is often wise to build data check. A common example is a when there is a takeover in the weekend. Your agents are off, the bot is not able to answer the question correctly so the best thing to do is probably to create a ticket an resolve it after the weekend.

To create a ticket you’ll need some data such as the name, e-mail and the question. After collecting this data you might want to check the user input.This allows your users to check and adjust data. This results in a better work flow as you minimize the chances of getting incorrect data. This article will show you how loop back so the user is able to adjust information.

Capture your data

Before we can check data we need to gather some. In the example below we capture name and e-mail with an “any text” trigger. We end this step with a check “Is the following correct”. We’ve also added 2 quick replies. The first one being “yes” and the second one begin “no”.

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Loop back

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The yes/no question above will result in a confirmation of the correctness of the data. When the user input is incorrect we recommend letting the user know that we will walk through the data again. Besides that we can reset the parameters, we basically throw away the incorrect data and we trigger the starting event.

Proceed

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If the gathered data is correct we can proceed to the next step. This step depends on your current processes. This could simply be sending a takeover e-mail but it could also be an API call to create a ticket in your favorite support tool.

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