Configuring a chatbot with Digital Messaging

1. Log in as a system architect with User name CSAppAdmin using Password password123!
2. In the navigation pane of App Studio, click Case types > Open a new account to open the service case.
3. On the Workflow tab of the case, on the Initiate New Account Application stage, click the More icon.
4. Click Add channel process > Digital Messaging.
   

A parallel process for the digital messaging is added to the workflow.

1. In the case life cycle, click the Flow icon to configure the parallel process.
   
2. On the flow, click the Add icon to expand the Digital Messaging-Process New Account Application step.
   
3. On the canvas, right-click, and then select Add > Conversation > Ask a Question shape to add a question to the flow.
   
4. Select the new question shape and click Configure view to configure the conversation.
   
5. In the Question type field, select Buttons.
6. In the Message text field, enter the following message: Select the type of account you want to open:
7. Click Add item to add the following option items:
   • Single Account
   • Joint Account
8. To the right of Joint Account, select the Connector check box to build the navigational path in the flow.
9. Click Submit.
   
10. On the canvas, connect the configured question to the flow as shown in the following image.
    

1. On the canvas, right-click, and then select Add > Conversation to build the conversation for the following list of questions.

   Conversation	Question type	Message text
   Build Else path
   Ask a question	Open ended	Let me get some of your personal details. What is your full name?
   Ask a question	Buttons	Please select your gender: Male Female Other
   Ask a question	Open ended	What is your mobile number? (Please provide a valid phone number. For example, +91-9984124753)
   Ask a question	Open ended	Enter your email address: (Please provide a valid email address. For example, [email protected])
   Ask a question	Open ended	Please enter your Date of Birth (MM/DD/YY).
   Send a message		Great. We have all the information we need. Our customer service agent will contact you to get the confirmation on the details that you have provided.
   Build Joint Account path
   Ask a question	Open ended	How many account holders?
   Ask a question	Buttons	Who can operate the account? Primary account holder Secondary account holder All of them Note: Connect the Joint Account path to the Let me get some of your personal details. What is your full name? question shape.

When complete, the flow looks like the following image:

2. Click Save to update the case.
3. Click Stages & steps to go back to the case life cycle.
   
4. Click Save.
   Now that you have successfully configured the parallel process for the digital messaging channel, you need to add the parallel process to your channel.

1. In the navigation pane of App Studio, click Channels to configure the digital messaging channel.
   
2. On the Current channel interfaces, select the already created digital messaging channel, Digital Messaging.
   
3. On the Configuration tab, in the Content section, click Add case type to configure a new case type for the chatbot.
4. Configure the Response section for the case type as follows:
   1. Case type: Opening a New Account
   2. Create case command: Open account
   
5. Click Submit to update the configuration.
6. In the upper-right corner, click Save to update your chatbot configuration.