Learn About the Template Bot: Check Issue Status

Check the status of an existing issue

To capture the response to the question about whether the user has a case number, a boolean system entity and corresponding boolean variable are used. The boolean system entity enables the bot to correctly capture and understand more responses than just the standard yes and no.

The bot also asks for an email address. This check provides an extra layer of security and prevents bad actors from looking up cases if they were able to obtain only a case number.

Case look up

Within the Case look up dialog, we invoke a flow that returns a case based on the case number and email. If multiple cases match, the flow returns the most recent case created.

Case Found & Case Not Found

The bot takes two different paths based on whether an existing case was found. If a case was found, the user can add comments to the case. If the case wasn’t found, the user can speak directly with a service rep who can help.

If the case was found, case details such as subject and status are reported to the user. You can use merge syntax in bot messages to pull out subject and status fields from the variable that contains the matched case.

Note Merge syntax can be used across any bot variables.

Add Case Comment

If users want to update their case, this dialog contains the action that adds their comment to the case they just looked up.