There will often be occasions when you want to trigger a specific intent after the current one. To do this we use the Follow up action. This can be as simple as giving an answer to a question and using follow up to trigger an intent which asks if there is anything else the customer needs. For a more involved example of Follow up in use, see the article Saving information from a conversation and forwarding as an email.
- Complete the normal intent information, including its name, category (if any) and any queries or conditions that will trigger this intent.
- In the then bot replies section, type the reply as normal. Keep in mind that it will be immediately followed by another reply from the following intent.
- In the and performs action section, click the drop-down list and select Follow up.
- If you enable Wait for customer message, the next intent will not be triggered until the customer sends a message. The Follow up intent will be triggered regardless of the content of the customer's message.
- The Target field is only used for certain chat platforms and allows you to check the status of a service to trigger the next intent. For most platforms, including using the LeadDesk chatbot widget connected to Omni, it can be ignored and left blank.
- Click the Next intent drop-down list to select which intent the customer will go to after this. If you have not created the next intent yet, click to select the Create new intent option to create a placeholder.
- To add further potential next intent options, click the add new intent link.
If you add multiple potential next intents, the chatbot will check the necessary conditions defined for each of the listed intents, and triggers the intent whose conditions are met.
- When complete, click the Save button.