--- schema_version: "1" id: 0b83e4c28edf49e89ad47e76d9df2b1fd552d715ba4236787e3c9058722e6161 title: "Learn About the Template Bot: Gather Info from User" collection: admin version: current locale: en-us portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/bots_service_template_gather_info.md canonical_url: https://help.salesforce.com/s/articleView?id=service.bots_service_template_gather_info.htm&release=264.0.0&type=5 source_site: help.salesforce.com content_type: documentation content_hash: cb16edf88633b719f3e5074590eb83bb9d8395fb617cfa48fadba2032d2ead66 description: Use one dialog to capture end user information. Build a dialog one time and share across multiple dialogs. products: - Service Cloud - Service Intelligence release: "264" --- # Learn About the Template Bot: Gather Info from User Use one dialog to capture end user information. Build a dialog one time and share across multiple dialogs. ### Required Editions
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The Gather info from user dialog is a shared dialog called from the [Connect with Sales](https://help.salesforce.com/s/articleView?id=service.bots_service_template_sales.htm&release=264.0.0&type=5 "Build a bot to capture end user information and create a lead record.") and [Report an Issue](https://help.salesforce.com/s/articleView?id=service.bots_service_template_report_issue.htm&release=264.0.0&type=5 "You can create cases from bot conversations using the Report an issue dialog and the Create Case dialog.") dialog groups to collect key information from the user. The dialog collects the user’s information by asking the user a series of questions and filling variables with the responses. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note Creating a separate dialog follows the best practice of reusing dialogs wherever possible, instead of repeating the dialog’s components in multiple places in the bot. With this structure, if you want to change how the bot asks the user for their name, simply modify the message in the Get user info dialog. Both [system entities](https://help.salesforce.com/s/articleView?id=service.bots_service_whats_an_entity.htm&release=264.0.0&type=5 "An entity represents a type of data that you want to collect from a customer. We provide the following system entities: Boolean, Currency, Date, DateTime, Email Address, Number, Object (standard or custom), Phone Number, and Text.") and [custom entities](https://help.salesforce.com/s/articleView?id=service.bots_service_add_entity.htm&release=264.0.0&type=5 "Create custom entities to gather information that matches a regex pattern or list of synonym values.") are used to capture user responses. The system text entity is used to capture a broad range of inputs and not overly restrict responses. It’s used to capture the user’s first name, last name, and company: ![A question dialog step asking for a first name](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_template_get_info_question_2.png) Custom entities help validate user responses before they’re stored in bot variables. If bot variables are used to populate data fields, entities help maintain data quality within Salesforce. For example, a custom email entity is used to capture the user’s email address: ![A question dialog step asking for an email address](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_template_get_info_question2_2.png) If we take a closer look at the email entity, we see that it uses a regular expression (RegEx) to recognize an email format with an @ sign and domain name: ![The RegEx pattern for an email address](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_template_entity_email.png) If the user enters a phrase that doesn’t match the RegEx format, the bot becomes confused and moves to the Confused dialog. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note To learn more about how the bot processes free text and when the bot moves to the Confused dialog, see [Navigating Bot Conversations](https://help.salesforce.com/s/articleView?id=service.bots_service_navigating_conversations.htm&release=264.0.0&type=5 "To build a more efficient bot, learn about how its parts work, such as the Confused dialog, conversation repair, transfers, and intent management. Understanding the order of operation also helps you troubleshoot your bot."). With custom entities, it’s a good idea to use [Conversation Repair](https://help.salesforce.com/s/articleView?id=service.bots_service_setup_dialog_question_text.htm&release=264.0.0&type=5 "Use a Question step to gather information from your customers using text input.") to correct an input before defaulting to the Confused dialog. Conversation repair can provide the user with specific guidance on how to format a response: ![Repair attempts to enter an email address](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/bots/bots_service_template_get_info_repair_2.png)