When the Assistant detects that the user is trying to view or cancel their orders, it invokes the callback associated with the order management user journey. The callback looks like this:
When this callback is invoked, the app is expected to:
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Use the OrderInfo parameter to check if the user is interested to view or cancel their past orders
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Open the corresponding order page using the index field in the OrderInfo parameter
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Based on the condition of the specific order, set appropriate conditions in the Assistant
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Finally, return the AppState that the app transitioned to.
For example, for a given onOrderManagement callback invocation, if the user asked for viewing a specific order, and if that order did not exist, the app would set the condition to OrderNotFound and return AppState as VIEW_ORDER, as shown below:
Sample Utterances that could trigger Order Management
The following are some examples of commands that could trigger this user journey
"show my orders"
"where is my last order"
"cancel my first order"
OrderInfo Parameter
The parameterOrderInfo contains the breakdown of the original order request. It has the following structure:
Android Native
React Native
Web
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Class OrderInfo {
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int getOrderIndex(); // The index of the order
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OrderAction getOrderAction();
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ConfirmationStatus getCancelConfirmationStatus();
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​
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enum OrderAction {
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VIEW,
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CANCEL
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},
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enum ConfirmationStatus {
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UNKNOWN, // When the user requested for cancelation, initially the confirmation status would be UNKNOWN
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CONFIRMED, // When the user has explicilty confirmed the cancellation,
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DENIED // When the user has explicilty denied the cancellation
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}
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}
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{
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"action": <string value>, // One of "VIEW, CANCEL"
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"confirmationStatus": <string value>, // One of "UNKNOWN, CONFIRMED, DENIED"
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"index": <int> // one of -1, 0,...
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}
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{
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"action": <string value>, // One of "VIEW, CANCEL"
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"confirmationStatus": <string value>, // One of "UNKNOWN, CONFIRMED, DENIED"
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"index": <int> // one of -1, 0,...
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}
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So when the user speaks "show my last order",
Index = -1
OrderAction = VIEW
When the user speaks "cancel my order"
Index = 0
OrderAction = CANCEL
ConfirmationStatus = UNKNOWN
index can take the following values:
-1 = to indicate last order ("cancel my last order")
0 = when no explicit order is mentioned or when the user says "all"
1...n = The index as mentioned by the user ("show my first order")
Supported AppStates
The following AppStates are supported:
VIEW_ORDER: To be returned when the app handles the order request and transitions to the orders page.
CANCEL_ORDER: To be returned when the app handles the cancel request and navigates to the cancel orders page
UNSUPPORTED: To be returned when the app is not ready to handle orders yet. The Assistant will speak out an appropriate prompt to the user.
The Slang Retail Assistant provides a special AppState call WAITING that is common across all UserJourney types for completing asynchronous operations within the callback. Refer to the Asynchronous Action Handling section for details of how to deal with asynchronous operations.
Supported AppState conditions
The following AppState conditions are supported for each of the AppStates supported by the Assistant
App State
App State Condition
VIEW_ORDER
setSuccess - The order could be shown successfully
setEmptyOrders - There are no orders to show
setOrderNotFound (index) - The specified order was not found
setFailure - There was a failure while showing orders
CANCEL_ORDER
setSuccess - The order has been canceled successfully
setConfirmationRequired - The app wants the user to confirm the cancellation request
setUserConfirmedCancel - The user has confirmed the cancellation and the app was able to cancel the order
setUserDeniedCancel - The user has denied the cancellation and the app is not going to cancel the order
setOrderNotFound (index)- The specified order was not found
setFailure - The order could not be canceled
Handling cancellations effectively
When the user is trying to cancel an order, the ideal workflow is that the app would want the user to confirm before actually canceling the order. Typically this would be done in a multi-modal fashion, i.e. the app would inform the Assistant to ask for confirmation via voice, while the app also shows a dialog box for the user to visually confirm the same.
Alternately, the app could choose to not show any confirmation and just directly cancel the order (if the order could be found)
Handling cancel confirmations
When the user initially requests for a cancellation, the Assistant sets the ConfirmationStatus (inside the OrderInfo parameter) to UNKNOWN. The app could then do the following:
If ConfirmationStatus== UNKNOWN, call setCancelConfirmationRequiredfor the AppState condition and return CANCEL_ORDER as the AppState
The Assistant will then ask the user to confirm the cancellation of the order and the same user journey callback will be invoked again (with the ConfirmationStatus set to CONFIRMED or DENIED)
If the ConfirmationStatus== CONFIRMED, the app should attempt to cancel the order and if that was:
Successful: Call setUserConfirmedCancelfor the app state condition and return CANCEL_ORDER as the AppState.
Failure: Call setCancelFailure for the AppState condition and return CANCEL_ORDER as the AppState.
If the ConfirmationStatus== DENIED, the app should call setUserDeniedCancel for the AppState condition and return CANCEL_ORDER as the AppState.
When the cancellation is done via the UI, the app should notify about the status of the operation via the notifyAppState API as described in the Asynchronous Action Handling section and use the same app state condition methods described above.
Assistant Prompts
Based on the App State and the Condition that was set, the Assistant will speak out an appropriate message to the user. You can examine the default set of prompts configured for the Assistant through the Console and also customize it to your needs. Refer to the Customizing the Assistant section for details.