Skip to main contentIn this article, we will learn about how to use the Capture User Reply action in a conversational flow. This action collects a user’s complete response during a conversation, storing it in a variable for use elsewhere in the flow.
Topics covered:
Within the Execution flows, once you have configured your trigger please choose Capture User Reply under Chat Conversation.
Once selected, you will need to provide below details: Name: Assign a clear and descriptive name for the action to easily identify its purpose.
- Description (Optional): Provide a brief explanation of the action’s function for reference.
- Capture to Variable: Select the variable where the captured reply will be stored.
- Listen to Other Intents: Enable this option if you want the agent to detect and trigger other intents based on the user’s reply.
- No Reply Handling:Enable this option to Send a follow-up message to re-engage the user and send a follow up messages automatically. When enabled, you will need to configure below settings.Timeout Duration:Set the time (in seconds or minutes) the system should wait for a user reply before triggering a response.Re-prompts: Enter responses which should be sent when no reply is received. You can provide one example and have more responses generated by AIAdditional Output Port for No Reply (If Enabled):IfNo Reply Handlingis enabled, an extra output port is added to manage scenarios where no user reply is received. This allows you to define aspecific path **to follow after all retry prompts are exhausted (e.g., escalation, timeout message).
Practical Use Case:
Imagine an e-commerce chatbot assisting a customer with placing an order for a personalized product, such as a custom T-shirt. The bot could ask, “Please enter the custom text you’d like printed on your T-shirt.” In this scenario:
- The Capture User Reply action is used to store the customer’s input (e.g., “John’s Birthday Bash”).The reply is saved to a variable(e.g.,
customText) that can be passed along to the order management system.If the customer doesn’t respond, the No Reply Handling option triggers a gentle reminder like “We need your custom text to complete the order. Please enter it now.”
