Hello everyone,
As you know, with the conversational agent, we cannot create a loop or recursion, which is a problem for me because the client can never go back. I tested this configuration:
Playbook 1: Start – it analyzes the question and transfers it to the most appropriate playbook.
Let’s imagine I end up in Playbook 2, which answers the client’s question, but the client has another question on a different topic.
Currently, the conversational agent allows pointing from Playbook 1 to Playbook 2, but not from Playbook 2 to Playbook 1.
So, if the client has another question that Playbook 2 doesn’t handle, I contact a flow where I record the client’s question and point it to Playbook 3 (which redirects to the correct playbook). We could also imagine pointing back to Playbook 1.
My issue is that even if the question is passed as a parameter from the flow to the playbook, the playbook doesn't answer the question. It just says "Hello, how can I assist you?" as if it were a new conversation. Has anyone successfully captured a question from a playbook, passed it to a flow, and reopened the playbook to answer the client’s question?
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