Tutorial · Customer Service Bot

┌─────────────────────────────────────────────┐
│  Chatflow Agent · Customer Service Pro      │
│                                             │
│  Start → Intent classification               │
│           ├─ Order lookup → Tool (orders) → reply │
│           ├─ FAQ → Knowledge retrieval → LLM reply │
│           ├─ Unsatisfied / handoff → notify human │
│           └─ Other → LLM fallback                │
└─────────────────────────────────────────────┘

Name: order_system_token
Type: API Key
Value: <your token>

Name: Order System
Method: queryOrder
URL:  https://order.example.com/api/orders/{{orderId}}
Auth: Bearer {{credential:order_system_token}}
Input schema:
  orderId: string, required
Output schema:
  status: string
  ship_date: string
  amount: number

inputs:
  - name: message
    type: string
    required: true

input: {{message}}
intents:
  - id: query_order
    description: User wants to look up order status, ship date, amount
  - id: faq
    description: Asks about returns, shipping, product features, etc.
  - id: transfer
    description: User is unhappy or explicitly asks for a human
  - id: other
    description: Other

extraction_target:
  - name: orderId
    description: Order number, typically 8–12 alphanumeric characters
    required: true

tool: Order System.queryOrder
inputs:
  orderId: {{orderId}}
output_var: order

prompt: |
  Reply to the user with the order info:
  Order #: {{orderId}}
  Status: {{order.status}}
  Ship date: {{order.ship_date}}
  Amount: {{order.amount}}
 
  Use a customer-service tone — warm and clear.

knowledge_bases: [Product FAQ]
query: {{message}}
top_k: 5
output_var: chunks

prompt: |
  You are a CS assistant. Answer based on the following snippets:
  {{chunks}}
 
  Rules:
  - Answer only from the snippets
  - If not found, say "I'm not sure — would you like to be transferred to a human?"
  - Concise and polite

url: https://hr.example.com/api/tickets
method: POST
body: { user_id: {{user.id}}, summary: {{message}} }

text: Connecting you to a human agent. Please hold — your ticket # is {{response.ticket_id}}.