How to pass through a user's initial message

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Posted on by JackGorman21

Hello all,

I am hoping someone may be able to help us, we use PVA for IT Support for our users.

We have a lot of different topics, and we use Power Automate to resolve basic IT problems. If the bot can't resolve a problem automatically, it raises a helpdesk ticket so a human can take a look.

A big problem we have is that when it comes to our "escalate" topic, the user has to re-enter information they've already typed in. What I'd like to do, is capture their initial message as a global variable, which I can pass through to the helpdesk ticket.

In our initial "Greeting" topic, I've added a Question to say "How can I help you today?" which creates a Global string value, but then the topic does not activate any trigger phrases until the user types in another message.

Is there a simple way to get around this?

Many thanks,

Jack

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MattJimison 579 Most Valuable Professional on at

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Hi, @JackGorman21 .

You can always find the user text that triggered any topic by using the System.Activity.Text variable inside that topic. You could potentially use the Fallback topic to understand what they typed that didn't match any of your other topics and store that in a global variable, such as the below.

Find this post helpful? Please mark it as the solution and/or provide kudos so that it will help others in the future.

Cheers,
Matt

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JackGorman21 5 on at

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Thanks for the reply Matt.
I've got some time booked in on Thursday to take another look at this.
I'll let you know how I get on!

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