Multi-Turn Catalog Ordering

Overview

This skill configures conversational multi-turn ordering flows where users can browse, select, and order catalog items through a guided dialogue. It covers:

• Setting up Virtual Agent topics for catalog ordering conversations using sys_cb_topic
• Configuring conversational item discovery and selection from sc_cat_item and sc_category
• Designing multi-turn variable collection flows that gather item_option_new values step by step
• Implementing cart management and order placement via the Service Catalog API
• Handling disambiguation when multiple items match a user's request
• Managing conversation context across turns for complex ordering scenarios

When to use: When organizations want employees to order catalog items through a chat-based interface (Virtual Agent, Slack, Teams) rather than navigating the traditional catalog portal, or when items require guided, step-by-step variable collection.

Value proposition: Multi-turn ordering reduces catalog abandonment rates, improves requester experience by guiding users through complex forms, and enables ordering from messaging platforms without portal access.

Prerequisites