Use Case 7: Complaint in Custom Data

Level: basic · Modules: Scenario Builder, Custom Data · Action: custom_modules__set

Required permissions and access

What you need	Where in the menu	Why
Scenario Builder	Menu → Scenario Builder	Collect text/phone, write to CD
Custom Data	Menu → Custom Data	Model `complaints`

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

Business context

The customer leaves a complaint — the record goes into a Custom Data table with an ID for confirmation (“Your complaint №…”). This is the pattern for any forms: requests, inquiries, feedback without CSAT.

Expected result

Custom Data model complaints (fields text, phone, status).
custom_modules__set creates a record; ID is available for customer confirmation ({{complaint:id}}).
Edges success / error are handled — no silence.

Flow architecture

MessageKeyboard ("Leave a complaint") → WaitForInput (text) → WaitForInput (phone)
   → custom_modules__set
      ├─ success → “Complaint №{{complaint:id}} accepted”
      └─ error → “Could not save”

Step-by-step implementation

Step 0. Custom Data — model

Custom Data → New model:

Field	Type	Alias / name
Complaint text	text	`text`
Phone	phone	`phone`
Status	text or select	`status` (default `new`)

Model alias: complaints — must match module_name in the action exactly (case matters).

Step 1. MessageKeyboard — enter the flow

Parameter	Value
Text	“Want to leave a complaint?”
Button	“Yes” · `complaint_yes`

Edges: → WaitForInput (complaint text).

Step 2. WaitForInput — text and phone

Node 1 — text

Parameter	Value	Why
messageText	“Describe the complaint”
outputVariable	`complaints:text`	Format `module:field` for `custom_modules__set`
Validation	`none` or min characters

Node 2 — phone

Edges: chain → Action set.

Step 3. Action — `custom_modules__set`

What it does: creates a new row in the complaints table from constants complaints:*.

node_params	Value	Why
`module_name`	`complaints`	Model alias in Custom Data
`set_to`	`complaint`	Record object → `{{complaint:id}}`, `{{complaint:text}}` …

You can also set complaints:status = new via a Set node or a previous WaitForInput.

Edges:

Edge	Where	Why
success	MessageKeyboard “Thank you! Complaint number: {{complaint:id}}”	Customer has a reference
error	“Could not save the complaint”	Check model alias and fields

Step 4. Verification

Custom Data → module complaints — a new row appeared.
Runs → after success constants contain complaint with id.

Acceptance criteria (self-check Runs)

After success the customer sees complaint number {{complaint:id}}.
A new row with text and phone appeared in Custom Data.
Edges success and error are connected on the canvas.
module_name = model alias complaints (case).
outputVariable in format complaints:field.

Common mistakes

Symptom	Cause	What to do
`__set` error	Wrong `module_name` or field	Match model alias and constants
No `complaint:id`	Wrong `set_to`	Check `set_to`: `complaint`
Bot “goes silent”	Edge error not connected	Connect error → MessageKeyboard
Row without phone	Phone validation rejected	Check format or Validation `none`