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This guide explains how to ask Assist Chatbot for help when you have an issue and what happens next. It’s useful both for employees and for the IT team testing the Chatbot. The Chatbot tries to solve the problem within the conversation itself. If it can’t, Flexxible Solve coordinates the next step and, if the case needs a Service Desk engineer, they start from what has already been done.

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Before you begin

  • Assist Chatbot must be available in your organization.
  • Have the information about the problem at hand: what you were trying to do, what’s happening, and the error message, if one appears.

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Steps

1

Open a conversation with Assist Chatbot

Start a conversation with Assist Chatbot.
2

Describe the problem

Explain in your own words what you were trying to do, what’s happening, and since when. If an error message appears, include it exactly as shown.
3

Follow the conversation

Continue the conversation and follow the instructions you receive. The Chatbot can try to solve the problem within its action limits and permissions.
4

Check the result

Try again whatever wasn’t working to check whether the problem has been resolved.

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Expected result

One of these two situations occurs:
  • The problem is resolved. The ticket records the conversation and the remediation performed.
  • The problem persists. The ticket is created and enriched with the conversation, the diagnosis, the evidence, and the remediation attempted, performed, or proposed. Solve coordinates the next step and, when the case needs an engineer, routes it to the Service Desk with that context.

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If you don’t get the expected result