Hi all, please take a look at the snippet below. This is a small example of a much larger workflow that I'm working on in Text Blaze to help customer service agents diagnose customer complaints submitted via email and generate relevant responses by selecting from a series of drop-down menus.
Please follow the snippet preview below and select the following (we'll call this pathway 1):
- What best describes the issue? Select General Complaints
- What is the product category? Select Folding Tables
- What does the complaint relate to? Select Damaged on delivery
- You'll now see a message on screen stating "Go back and select Return request from the first drop down menu" (let's call this the output of pathway 1)
Basically, the user has reached a dead end because they should have initially selected Return request from the first drop-down menu in order to find the output they need to send back to the customer.
Now follow the snippet preview again, starting by selecting Return request, and select the following (we'll call this pathway 2):
- What best describes the issue? Select Return request
- What product type does the customer want to return? Select Folding Tables
- What is the reason for return? Select Damaged on delivery
- You'll now see a pre-prepared message ready to insert into an email window (let's call this the output of pathway 2)
So the question is this (given that my coding skills aren't great!) instead of showing the user the message "Go back and select Return request from the first drop down menu" via pathway 1, is there any way we can actually "redirect" that user to the correct output of pathway 2.
In layman's terms it would be something like this...
- if user follows pathway 1 and servicetype = "General complaints"
- and if productcategory = "Folding tables"
- and if foldingtablecomplaint = "Damaged on delivery"
- then show the output of pathway 2
Hopefully this makes some sense to someone!
Thanks in advance for your help.
Duncan
{note}What best describes the issue?
{formmenu: default=Select; General complaints; Return request; name=servicetype}{endnote}
{if: servicetype = "General complaints"}
{note}What is the product category?
{formmenu: default=Select; Folding tables; name=productcategory}{endnote}
{if: productcategory = "Folding tables"}
{note}What does the complaint relate to?
{formmenu: default=Select; Damaged on delivery; Clips not holding the table closed; name=foldingtablecomplaint}{endnote}
{if: foldingtablecomplaint = "Damaged on delivery"}
Go back and select Return request from the first drop down menu{endif}
{endif}{if: foldingtablecomplaint = "Clips not holding the table closed"}
{endif}{endif}
{if: servicetype = "Return request"}{note}What product type does the customer want to return?
{formmenu: default=Select; Folding tables; name=product}{endnote}
{if: product = "Folding tables"}
{note}What is the reason for return?{endnote}
{note}{formmenu: default=Select; Damaged on delivery; name=reasonforreturn}{endnote}
{if: reasonforreturn = "Damaged on delivery"}
{note}Fill out the required details below and press "Insert"{endnote}
Hi {formtext: name=customername; default=},
Thanks for your message. I'm very sorry to hear your order has arrived damaged. I'm able to offer several solutions for you:
Discount: if the product is still usable, we are able to offer a 15% discount if you're able to provide photos that show the fault/damage.
Replacement: we can send out a replacement order if you're able to provide photos that show the fault/damage
Refund: you can return your order for a refund
Please do let me know what you'd like to do and I'll get this sorted for you.
Thanks again, {=customername}.
Best regards
{formtext: name=Your name; default=}{endif}{endif}{endif}