How do I set up the Summary and confirmation step?

What is it for?

In the “Summary and confirmation” step, before anything is sent, the visitor sees the details you collected in one place, corrects whatever is wrong right there, ticks the consent boxes, then confirms or cancels. It fits the end of booking, appointment, order, application and request agents.

With “Checks” you can compare details with each other: are the two email addresses the same, is check-out after check-in, is the amount under the limit. A detail that doesn't fit is pointed out to the visitor before they confirm.

The step is in the “Collecting details” category of the palette.

Information to show

1. Choose which information to show. With “All earlier answers”, the visitor sees every answer they gave before this step.
2. To show only some details, choose “Only what I pick” and use “Add information” to add the details you want, in the order you want. You can give each one the name the visitor sees. If “Only what I pick” is chosen but nothing is added, all earlier answers are shown.

The visitor can correct details that came from forms and questions, details read from uploaded files, and single choices that don't change the path: they change them with the pencil next to them, and the agent doesn't go back. The same goes for details the AI agent collected before a handoff. Everything else (for example choices that send the agent down another path) is shown read-only.

A corrected detail is checked against the field's type and its “Validation rule”; for example, an ID number that isn't 11 digits isn't accepted.

Checks: comparing details with each other

Checks are rules looked at before confirming. They compare a detail with another detail or with a fixed value. Examples:

• The two email addresses must match: {email} “is equal to” {email_again}.
• Check-out must be after check-in: {check_out} “is after” {check_in} as a date comparison.
• At least one guest: {guests} “is greater than or equal to” 1.

1. In the “Checks” section, click “Add rule”.
2. In “Check name”, write the warning the visitor sees; for example “Check-out must be after check-in”.
3. Set up the rule under “To confirm, this must be true:”. Rules work as in the Condition step; you can add several rules to one check and join them with “and” or “or”.
4. With “Block confirmation if it fails” on, the visitor can't confirm until the detail is fixed. When it's off, they only see the warning and can still confirm.

When the visitor corrects a detail, the checks run again; the warning of a check that now passes disappears.

Consents

1. Use “Add consent checkbox” to add a box such as explicit consent or accepting your terms, and write the sentence the visitor agrees to in “Checkbox text”.
2. Turn on “Required” if the visitor mustn't be able to confirm without ticking it.
3. To show the full text, enter its address (starting with http:// or https://) in “Link to the full text” and the link's wording in “Link text”. If you leave the wording empty, the visitor sees “Read the full text”.

Important: show your privacy notice before you ask for personal details (for example in a message at the start of the conversation). The boxes here are for explicit consent and acceptance.

Buttons and exits

Use “Change button labels” to give the confirm and cancel buttons your own wording. If you leave them empty, visitors see the buttons in their own language (in English “Confirm” and “Cancel”).

Confirming only works with the buttons on the screen: if the visitor types “yes”, it doesn't count and they are reminded to use the buttons.

The step has two exits: “Confirmed” and “Cancelled”. If either isn't connected to a step, the conversation ends here when the visitor presses that button; the editor warns you about it.

These errors stop the step from working; the editor flags the step:

• A row with no detail picked to show.
• A consent checkbox with empty text.
• A link that doesn't start with http:// or https://.
• A check without a name.
• A check with an incomplete rule.

Where do I see the results?

Open a conversation from the “Conversations” list on the agent's “Analytics” tab. Whether the visitor confirmed shows in the badge next to the window's title (“Confirmed” or “Cancelled”) and in the transcript. Consents are in the “Consents given” section of the “Data” tab on the right: each is listed with the text the visitor saw and the time it was accepted. While “Show system events” is checked, consents also appear in the transcript. Details the visitor corrected appear under “Answers” on the same tab as they were finally confirmed.

Tip: Try your setup in “Preview” first; enter a detail wrong on purpose to see the checks' warnings.