Use Case 4: Mock CRM lookup

Level: basic · Modules: Scenario Builder, Instance Settings · Action: action_send_request

Before you start: read Mock vs production API and Branching: Router / switch.

Required permissions and access

What you need	Where in the menu	Why
Scenario Builder	Menu → Scenario Builder	WaitForInput, send_request, Router
Instance Settings	Settings → Instance Settings	Key `training_api_token` for Bearer

If a section is missing from the menu — check your account permissions or contact ConnectiveOne support.

Business context

The bot checks a “customer” via an external API. In training use a mock URL — you don’t need a real CRM. This is the pattern for production integrations: request → variable → branch by result.

Expected result

GET to a mock URL → JSON in a variable (e.g. crm_data).
Branching: customer found / not found / API error.
Edge not_ok / error → message to the customer (not silence).
The token is stored in Instance Settings, not in scenario code.

Flow architecture

WaitForInput (phone) → action_send_request (GET mock)
   ├─ ok → Router → “Customer: {{crm_data.name}}”
   ├─ not_ok → “Temporarily unavailable” (+ operator optionally)
   └─ (in ok) field check → “New customer”

Step-by-step implementation

Step 0. Instance Settings

Settings → Instance Settings → key:

Key	Value (training)	Why
`training_api_token`	any string	Simulate a CRM Bearer token

In the scenario: {{instance_settings.training_api_token}} — the secret is not in Action Jail code.

Step 1. WaitForInput — phone

Parameter	Value	Why
messageText	“Enter phone number”
outputVariable	`phone_raw`	For URL or body (Use Case 5 normalizes)
Validation → type	`phone` (or `none` on the first pass)	Less noise in the mock request

Edges: successful input → action_send_request.

Step 2. Action — `action_send_request`

What the action does: HTTP request to an external URL; on success saves the response body in constants; returns event ok / not_ok.

node_params	Value (mock)	Why
`url`	`https://jsonplaceholder.typicode.com/users/1`	Stable JSON without registration
`method`	`GET`	Lookup without body
`headers`	`{"Content-Type": "application/json"}`	Explicit type
`bearer_auth.token`	`{{instance_settings.training_api_token}}`	Auth pattern via Instance Settings
`save_responce`	`crm_data`	Variable name with the response → `{{crm_data.name}}`, `{{crm_data.email}}` (Engine field has a historical typo `responce`)

Alternative: response_mapping — map individual JSON fields to named constants.

Edges:

Edge	When	Where	Why
`ok`	HTTP success, `response.data` present	Router / MessageKeyboard “Found: {{crm_data.name}}”	Happy path
`not_ok`	Network, 4xx/5xx, empty response	“Service temporarily unavailable”	Required — otherwise silence
`error` (if present in Inspector)	Action failure	Same or escalate	Failsafe

Error check: temporarily use URL https://jsonplaceholder.typicode.com/404 → must be not_ok.

Step 3. Router — interpret the response

Node: Router (action_router), mode first_match.

Rule	Why
`{{crm_data.name}}` not_empty	“Customer found: {{crm_data.name}}”
Default branch	“New customer — no data in CRM”

Alternative: Action switch with the same conditions.

Legacy if_else in older scenarios — same logic; in training use Router.

Edges: each Router branch → MessageKeyboard.

Step 4. Test in Runs

Runs → after ok constants contain the crm_data object.
Broken URL → not_ok + your message.
Record in the results file: which edge fired and which variables are in the trace.

Acceptance criteria (self-check Runs)

Happy path: after ok the trace has crm_data with JSON fields.
URL 404 or broken → edge not_ok, customer sees a message.
Edges ok and not_ok are connected on the canvas.
Token comes from {{instance_settings.training_api_token}}.
Router (or switch) correctly distinguishes “found” and “new customer.”
(Optional) The same CRM flow rebuilt via Instance Agent and verified in Runs (rule).

Common mistakes

Symptom	Cause	What to do
Bot “goes silent” after the request	No not_ok edge	Connect not_ok → MessageKeyboard
`{{crm_data.name}}` literally	Wrong `save_responce`	Check the variable name in node_params
Always not_ok	Wrong URL or network	Check the URL in a browser
401 in the trace	Bearer not passed	Check Instance Settings and `bearer_auth.token`