Testing the Handoff Workflow
1min read
Summary
This section demonstrates the user experience for creating a ticket and how to verify the data in Front. It highlights the required fields and the resulting ticket format.
Key Points
- Required Fields: To create a ticket in Front via the API, the user must provide their Name and Email Address. The system will automatically prompt for these if they are not already known.
- Transcripts: If enabled, the full conversation history is attached as a
.txtfile to the ticket.
Step-by-Step Instructions
- Trigger the Action: In the chat interface, ask a question or perform an action that triggers the Handoff intent (e.g., "Create a new ticket").
- Provide Details: when prompted, enter the requested Name and Email Address. These are mandatory for the Front API to associate the ticket with a sender.
- Submit: Click Submit to send the request. You should receive a confirmation message stating the request has been submitted successfully.
- Verify in Front: Log in to your Front account and navigate to the selected inbox.
- Review Ticket: Confirm that a new conversation has been created with the user's inquiry. Check for the transcript.txt attachment to see the full context of the chat.