Eric_Allen | 2021-08-02 20:39:06 UTC | #1
I am reviewing the functionality of the 'Change State Action' within Resource Center and trying to think of when this might be beneficial to utilize. At the moment, I can only think of use case of items purchased in an online shopping cart. The first state would be shopping cart pre-tax and then the second state might be shopping cart post tax. I am using this as my internal example because the user could add/subtract items from their cart and therefore the added tax would fluctuate based on their pre-purchase decision.
Am I in the right track as an example of when to use the 'Change State action'? Are there better examples?
Thank you
chad.hansen | 2021-08-04 13:30:21 UTC | #2
Hi Eric,
"Change State" is similar to using a menu in a call flow. You can send the customer to a different menu (or "State" in this case) based on how the interaction with the customer is going. For example, you could have a flow containing three States: Provisioning, Knowledge Bot, and Agent Escalation. Based on the dialog with the customer, you could use either of the three States.
States are helpful for organizing flows and being able to understand what's happening at a high-level, without the need to inspect each action within the flow itself. States also help to define and limit scope for variables in the Flow. If a variable is scoped for a State, when the flow moves into the next State that variable would be lost. Flow-scoped variables exist between all States.
Thanks, Chad
Eric_Allen | 2021-08-04 14:01:01 UTC | #3
Thank you Chad. This is very helpful.
This post was migrated from the old Developer Forum.
ref: 11649