I want to configure go back to previous section topic in virtual agent

[snow34]

Hi Team !

It's urgent!

I want to configure go back to previous section flow inside check IT Ticket status topic virtual agent 

[Sujatha V M]

@snow34  Below are my suggestive implementation steps for your use case, 

1. Cloned the existing OOB Check IT Ticket Status topic.

2. Created a Dynamic choice input node with a decision as continue or go back, 

(function execute() {
    var options = []; // add options here...
    options.push({ 'value': 'continue', 'label': 'Continue', 'render_style': 'data' });
    options.push({ 'value': 'go_back', 'label': 'Go Back', 'render_style': 'data' });
    return options;
})()

Results :

On selection of Go Back, it returns to the Step - 1,

On selection of Continue, it proceeds further, 

Please mark this as helpful and accept it as a solution if this resolves your query.

Thanks,

Sujatha V.M.

[Salina Budye7]

Hi @snow34,
Follow Below steps: 

1. Navigate to the Virtual Agent Designer
2. Open the Check IT Ticket Status topic
3. Add a new node for the "Go back to previous section" functionality

• Add a Bot Response node between the relevant nodes in your topic flow
• Give it a name like "Go back to previous section"

1. Configure the Bot Response node
                   

• In the Response Message, add a button with the label "Go back"
• Set the button's Action to "Switch Topic" and select the current topic (Check IT Ticket Status)
• Set the Switch to Section option to the desired previous section in your topic flow 

    5. Save the changes to the topic

With this configuration, when the user clicks the "Go back" button in the "Go back to previous section" node, the Virtual Agent will switch back to the specified previous section within the Check IT Ticket Status topic.
By implementing this "Go back to previous section" functionality, users can easily navigate back to a previous step in the ticket status check process if needed.
Remember to test the configured flow thoroughly to ensure it works as expected and provides a smooth user experience.

Please appreciate the efforts of community contributors by marking appropriate response as correct answer and helpful, this may help other community users to follow correct solution in future.
Thanks
Salina Budye