How can I use bot builder to capture data in a conversation bot?

Question

I want to collect the information from a user's bot interaction and save it within the ticket. How can the bot set ticket fields using bot builder?

Answer

When the bot collects information from a user using the Ask for details step in bot builder, that information is temporarily stored as a variable. When the bot conversation is later transferred to an agent and becomes a ticket, those variables become permanently stored in ticket fields. Follow the steps below to ensure these variables are captured within the ticket fields.

To create this workflow

1. Create the ticket fields to capture the information within the ticket.
   
   Note: This workflow is compatible with drop-down and text field types only.
2. In bot builder, add the step Ask for details. Select the relevant ticket fields created in Step 1.
3. Ensure your bot has the Transfer to agent step as the final step of the answer flow.
4. When your flow is finished, select Publish bot.

Now the information collected in the Ask for details step will be stored as ticket fields when a ticket is created from a bot conversation.

For more information on bot answers, see the article: Building a bot using answers.

This article describes functionality available only to customers who had a drafted or published AI agent as of February 2, 2025. For information about equivalent functionality in the AI agents - Advanced add-on, see Building dialogues for AI agents - Advanced.