Please give a quick overview of your product feature request or feedback and note who in your organization is affected by this issue [ex. agents, admins, customers, etc.] (2-3 sentences)
We would like the dynamic carousel to support multiple selection, or at minimum allow customers to safely re-select another item or order during the same conversation without breaking the flow. At the moment, when a customer interacts with the carousel again after progressing, that action may be treated as free text instead of a structured selection event. This affects customers, bot admins/builders, and agents, especially in journeys where the correct item context must be maintained through to escalation.
What problem do you see this solving? (1-2 sentences)
This would allow customers to change or select another item/order mid-journey without triggering incorrect generative replies, loops, or context loss. It would also help ensure issue details, attachments, and escalation context remain tied to the correct item.
When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)
Most recently, we were affected while reviewing item/order selection flows where the customer needed to select another item after the initial carousel stage. Instead of recognizing the second selection as a structured action, the bot could treat it like a normal text message, which led to irrelevant replies or repeated prompts. This can occur whenever customers interact with the carousel more than once or need to change their selected item mid-conversation. The impact is reduced containment and automated resolution, poorer customer experience, and a higher risk of agents receiving mixed or incorrect item context during escalation flows.
Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)
Yes, in some closed-loop status journeys, we allow the customer to complete one item journey first and only then offer an option to check another item. However, this does not solve the main issue for information-gathering or escalation-type flows, where customers may need to re-select an item mid-conversation without losing context.
What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)
Ideally, all carousel selections, including repeat selections and re-selections, should be treated as structured events rather than free text, even after the customer has moved past the initial carousel step. The bot should allow the customer to select another item or order within the same conversation while either preserving the correct item context or safely resetting the journey so details, attachments, and escalation information do not get mixed.