Is it possible to ask a user for more (text) information before routing them to an agent?

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Posted on 3 Jul 2023 21:57:50 by LeroyStaines

I understand there is a multichoice option, but is it possible to simple ask for text from a user? I'd like to ask for some specific information before routing a conversation to an agent.

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stuermer 64 on 18 Jul 2023 at 06:53:04

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Re: Is it possible to ask a user for more (text) information before routing them to an agent?

Hi Leroy,

not sure if this is what you're looking for but instead of giving the user multiple choice options you can also select "User's entire response" within a question node and store that information in a variable to process it any further.
peterswimm Moderator on 07 Jul 2023 at 15:07:14

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Re: Is it possible to ask a user for more (text) information before routing them to an agent?

You can have the agent escalation topic optional route to a follow-up question dialog before it allows the escalation. The escalation topic can check for the response variables and block/impede escalation if they have not been answered. This is a dark pattern, however, so you will want to design it carefully to avoid abandonment.