In some use cases it's beneficial to save the customer's name, email address etc. This can then be used to generate a ticket.
'Extracting' or 'Parsing' information from a conversation is done via a custom rule / trigger. This trigger is not enabled for your organization by default so make sure to contact email@example.com or your CSM for the feature to be activated.
Extracting Parts of Conversation
When you want to start a flow that gathers information from a conversation, the extracting will be done in the next state where you ask for that particular information. If you want to save your customer's name, you need to have state X that asks for it and state Y that extracts your customer's answer. Make sure that state Y has also the necessary condition 'Came from State' that is state X. Here is an example of the second state in a flow.
In this same state the bot can then reply 'Please type in your email address next' and the following state will have 'Extract email address' rule.
There are triggers that are designated to gathering different types of information, such as name, e-mail and phone number. But you can also extract customer's answer to a custom variable. This trigger is called 'Extract variable'.
The most common use case for gathering up information from a customer is to create a ticket / to send this information to an email inbox. This is done via a custom action 'Send email' that is also not enabled to your organization by default. Here is an example where we send collected information into an email inbox to create a ticket in Zendesk.
This flow has collected three variables 'Customer name', 'Phone number' and 'Email address'. In addition it has collected a variable called 'Message' from the customer. To send the whole conversation to an email address instead of just one message, you can use GJ_CONVERSATION_V1 variable which is built-in Studio.
If you need any assistance building flows that extract information, please contact us via live chat in Studio or firstname.lastname@example.org.