🔍 Branch Overview and Goal

This branch is activated when a user, who has already received a first reply from the bot, sends a follow-up message. The primary goal is to maintain a contextual conversation, provide further assistance, and intelligently determine the next step: either resolve the issue and close the chat, or escalate it to a human agent. This branch has an advanced AI agent with a richer set of rules and tools.

📊 Key Input Data for This Phase:

A follow-up message from a user in an existing Intercom conversation.
The user's email, which already exists in the Baserow database.
The pre-existing ThreadID associated with the user from the database.

📈 Key Output Data from This Phase:

A contextual follow-up message sent to the user.
A decision to either:
- Close the conversation if the issue is resolved.
- Reassign the conversation to a live agent if the user requests it.

🧩 Step-by-Step Breakdown

Step 2.1: Identifying a Returning User

This entire branch is predicated on the system recognizing that this is not the user's first message to the bot.

➡️ Triggering Gateway (after Node 5): The branch starts here.

🎯 Purpose: To route the scenario down this "follow-up" path instead of the "first contact" path.
🧠 Key Logic: The gateway condition is {{not(empty($5.body.results))}}. This checks the output of the database lookup (Node 5) and proceeds only if the result is not empty, meaning the user's email was found and they already have a conversation history with the bot.

Step 2.2: Preparing the Context for the AI

Before invoking the AI, the workflow gathers all the necessary information to ensure the agent has full context of the ongoing conversation.

➡️ Nodes & Logic: A Set Variables node is used to consolidate the user's new message with their existing session ID.

🔧 Node 21: Set Variables - Store the User Reply

🎯 Purpose: To prepare a clean, structured input for the conversational AI agent.
🧠 Key Logic:
- It sets a question variable to the new message body ({{15.msg_body}}).
- Crucially, it retrieves the existing session_id from the database lookup result: {{$35.body.results.[0].ThreadID}}. This session_id is the key to maintaining a stateful, continuous conversation.
📥 Input: The latest message from the user (via Node 15) and the database query result (from Node 5).

<aside> 📤

Output: Two variables: question (the new prompt) and session_id (the existing conversation context).