Integrating your programming logic allows you to take actions based on end-user expressions and send "dynamic" responses back to the end-user using your preferred programming language.

By default, your chatbot responds to a matched intent with a static response. You can provide a more dynamic response by using fulfillment. When you enable fulfillment for an intent, the Resolution bot responds to that intent by calling a service that you define. For example, if an end-user wants to open a ticket on your ticketing system, your service can use the ticketing apis to open the ticket, get the ticket number and respond to the user sending this information.

Each intent has a setting to enable fulfillment. If an intent requires some action by your system or a dynamic response, you should enable fulfillment for the intent. If an intent without fulfillment enabled is matched, the Resolution bot uses the static response you defined for the intent.

When an intent with fulfillment enabled is matched, the Resolution bot sends a request to your webhook service with information about the matched intent. Your system can perform any required actions and respond to Tiledesk with information for how to proceed. When fulfillment is enabled, the static response you defined for the intent is only used if your webhook service fails. The following diagram shows the processing flow for fulfillment.

These steps will use serverless platform to easily develop our webhook examples with Node.js technology. These docs and tutorials are anyway general, even if you want to create fulfillment logic with your own server or your preferred programming language.



Webhook service

Rich messages

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