Predefined setup question is not coming for “I case” in web Chatbot window
We configured web Chatbot as per PDN article in our customer service application. We have some predefined setup question in "i case" & "S case" for Chatbot which are configured in a sub process. Once we initiate the Chatbot, our expectation is:
After displaying the welcome message, our question should appear in Chatbot window which is working as expected for "S case", but in the "i case" - only welcome message is coming.
We have debug the issue and found that "pxBuildQuestionStructureforFlow" activity is not being invoked for "i case" but same has been executed for "S case". As per our understanding, this activity is responsible for building the questioner in the Chatbot window.
Can anyone help us, please?
***Edited by Moderator Marissa to update platform capability tags****
Apologies for the delay in our response. On discussing this internally with our SMEs, it was determined that it would be best that you create an SR as this needs to be looked into as part of a detailed investigation.
Do let us know the SR# once created so that we can continue to track it.
Hi, I'm trying to understand your use case better before offering any advise or actions.
When you say you setup questions in I- and S- cases. Does that mean that you updated the flows for both those work items to use the question shapes only ? If so, why did you update the I- case ? What is the expectation there ? The intended use case for the chatbot is that it would drive the S- cases through a question and answer mode. The I- really doesn't have role in this channel. There is an interaction case that runs behind the scene, but that does not have any assignments, so it never makes it to the front of the bot.