@cognigy/rest-api-client 0.11.0 → 0.12.0

package/build/shared/charts/descriptors/message/question/question.js

@@ -1,6 +1,38 @@
 "use strict";
+/**
+ * 	This Question Node asks the user a question and expects a certain type of answer back.
+ *	The answer is evaluated by the Node and if it's invalid, the user is guided towards
+ *	giving a correct answer.
+ *
+ *	The Node executes the following steps, all of which have been marked as #regions in the code below
+ *
+ *  0. Check if we're currently in a reconfirmation of a valid answer and if yes, handle it
+ *
+ *	1. Check if answer exists in context and stop if it does
+ *
+ *	2. Check if this is the first time the node is hit and if yes, ask the question and stop (return); if not
+ *
+ *	3. - doesnt exist anymore -
+ *
+ *	4. Run actual evaluation of the answer using evaluateQuestionAnswer
+ *	  4.1 If result location was specified, try to get the result from there
+ *
+ *	5. If answer is:
+ *	  5.1 VALID
+ *		5.1.1 If reconfirmation is needed, start reconfirmation process and stop
+ *	    5.1.2 Store the answer either in Context or Input
+ *	    5.1.3 Store the answer also in the profile
+ *	    5.1.4 Reset markers and activeQuestion in system Context and return
+ *
+ *	  5.2 INVALID
+ *	    5.2.1 Check if we should escalate on intent and if yes, do so
+ *	    5.2.2 Otherwise (!) check if we should escalate on multiple wrong answers and if yes, do so
+ *	    5.2.3 Check if we should say the reprompt an if yes, say it, plus the question again
+ *	    5.2.4 Sets itself as the next Node and stops execution
+ */
 Object.defineProperty(exports, "__esModule", { value: true });
 exports.QUESTION = void 0;
+//#region Imports
 /* Custom modules */
 const createNodeDescriptor_1 = require("../../../createNodeDescriptor");
 const evaluateQuestionAnswer_1 = require("./utils/evaluateQuestionAnswer");
@@ -8,8 +40,16 @@ const say_1 = require("../say");
 const goTo_1 = require("../../logic/goTo");
 const executeFlow_1 = require("../../logic/executeFlow");
 const BaseContext_1 = require("../../../../helper/BaseContext");
+const getQuestionText_1 = require("./utils/getQuestionText");
+const storeQuestionAnswer_1 = require("./utils/storeQuestionAnswer");
+const generateAnswerShortForm_1 = require("./utils/generateAnswerShortForm");
+const validateQuestionAnswer_1 = require("./utils/validateQuestionAnswer");
+const service_1 = require("../../service");
 const datepickerUtils_1 = require("./utils/datepickerUtils");
+const resetNodeState_1 = require("./utils/resetNodeState");
+//#endregion Interfaces
 exports.QUESTION = createNodeDescriptor_1.createNodeDescriptor({
+    //#region DescriptorFields
     type: "question",
     defaultLabel: "Question",
     summary: "Ask a question and waits for a valid answer",
@@ -114,7 +154,10 @@ exports.QUESTION = createNodeDescriptor_1.createNodeDescriptor({
             type: "cognigyText",
             label: "Reprompt Message",
             description: "Message to output if the given answer is invalid",
-            defaultValue: "Not sure I understood this correctly."
+            defaultValue: "Not sure I understood this correctly.",
+            params: {
+                multiline: true
+            }
         },
         {
             key: "repromptCondition",
@@ -208,6 +251,17 @@ exports.QUESTION = createNodeDescriptor_1.createNodeDescriptor({
                 value: true
             }
         },
+        {
+            key: "onlyAcceptEscalationIntents",
+            type: "toggle",
+            label: "Only Accept Escalation Intents",
+            description: "Ignore all Intents on Answer, except Escalation Intents",
+            condition: {
+                key: "type",
+                value: "intent",
+                negate: true
+            }
+        },
         {
             key: "parseResultOnEntry",
             type: "toggle",
@@ -274,6 +328,10 @@ exports.QUESTION = createNodeDescriptor_1.createNodeDescriptor({
                         label: "Execute Flow and return",
                         value: "execute"
                     },
+                    {
+                        label: "Handover to Human Agent",
+                        value: "handover"
+                    }
                 ],
             },
             defaultValue: 'none'
@@ -386,13 +444,86 @@ exports.QUESTION = createNodeDescriptor_1.createNodeDescriptor({
             }
         },
         {
-            key: "escalateAnswersExecuteRepromptPrevention",
+            key: "escalateAnswersHandoverText",
+            type: "cognigyText",
+            label: "Handover Accepted Message",
+            description: "The message to display to the user once the handover request was accepted by the live chat provider",
+            condition: {
+                key: "escalateAnswersAction",
+                value: "handover"
+            }
+        },
+        {
+            key: "escalateAnswersRepeatHandoverMessage",
             type: "toggle",
-            label: "Prevent Reprompt on Escalation",
-            defaultValue: true,
+            label: "Repeat Handover Accepted Message",
+            description: "Repeatedly respond with Handover Accepted Message for each user input until human agent responds",
+            defaultValue: false,
             condition: {
                 key: "escalateAnswersAction",
-                value: "execute"
+                value: "handover"
+            }
+        },
+        {
+            key: "escalateAnswersHandoverCancelIntent",
+            type: "cognigyText",
+            label: "Cancel Intent",
+            description: "Name of the intent which will cancel the handover",
+            condition: {
+                key: "escalateAnswersAction",
+                value: "handover"
+            }
+        },
+        {
+            key: "escalateAnswersHandoverQuickReply",
+            type: "cognigyText",
+            label: "Cancel Button Text",
+            description: "Text of the Quick Reply Button which sends the user back to the Virtual Agent",
+            condition: {
+                key: "escalateAnswersAction",
+                value: "handover"
+            }
+        },
+        process.env.FEATURE_USE_COGNIGY_LIVE_AGENT && {
+            key: "escalateAnswersHandoverLiveAgentInboxId",
+            type: "cognigyText",
+            label: "Live Agent Inbox Id",
+            description: "Inbox Id in Live Agent",
+            condition: {
+                key: "escalateAnswersAction",
+                value: "handover"
+            }
+        },
+        {
+            key: "escalateAnswersHandoverChatwootInboxId",
+            type: "cognigyText",
+            label: "Chatwoot Inbox Id",
+            description: "Inbox Id in Chatwoot",
+            condition: {
+                key: "escalateAnswersAction",
+                value: "handover"
+            }
+        },
+        {
+            key: "escalateAnswersHandoverSalesforcePrechatEntities",
+            type: "json",
+            label: "Salesforce Prechat Entities",
+            description: "The Salesforce entity that should be used.",
+            defaultValue: "[]",
+            condition: {
+                key: "escalateAnswersAction",
+                value: "handover"
+            }
+        },
+        {
+            key: "escalateAnswersHandoverSalesforcePrechatDetails",
+            type: "json",
+            label: "Salesforce Prechat Details",
+            description: "The details that should be displayed to the Live Chat Agent.",
+            defaultValue: "[]",
+            condition: {
+                key: "escalateAnswersAction",
+                value: "handover"
             }
         },
         {
@@ -434,6 +565,10 @@ exports.QUESTION = createNodeDescriptor_1.createNodeDescriptor({
                         label: "Execute Flow and return",
                         value: "execute"
                     },
+                    {
+                        label: "Handover to Human Agent",
+                        value: "handover"
+                    }
                 ],
             },
             defaultValue: 'none'
@@ -546,6 +681,89 @@ exports.QUESTION = createNodeDescriptor_1.createNodeDescriptor({
                 value: "text"
             }
         },
+        {
+            key: "escalateIntentsHandoverText",
+            type: "cognigyText",
+            label: "Handover Accepted Message",
+            description: "The message to display to the user once the handover request was accepted by the live chat provider",
+            condition: {
+                key: "escalateIntentsAction",
+                value: "handover"
+            }
+        },
+        {
+            key: "escalateIntentsRepeatHandoverMessage",
+            type: "toggle",
+            label: "Repeat Handover Accepted Message",
+            description: "Repeatedly respond with Handover Accepted Message for each user input until human agent responds",
+            defaultValue: false,
+            condition: {
+                key: "escalateIntentsAction",
+                value: "handover"
+            }
+        },
+        {
+            key: "escalateIntentsHandoverCancelIntent",
+            type: "cognigyText",
+            label: "Cancel Intent",
+            description: "Name of the intent which will cancel the handover",
+            condition: {
+                key: "escalateIntentsAction",
+                value: "handover"
+            }
+        },
+        {
+            key: "escalateIntentsHandoverQuickReply",
+            type: "cognigyText",
+            label: "Cancel Button Text",
+            description: "Text of the Quick Reply Button which sends the user back to the Virtual Agent",
+            condition: {
+                key: "escalateIntentsAction",
+                value: "handover"
+            }
+        },
+        process.env.FEATURE_USE_COGNIGY_LIVE_AGENT && {
+            key: "escalateIntentsHandoverLiveAgentInboxId",
+            type: "cognigyText",
+            label: "Live Agent Inbox Id",
+            description: "Inbox Id in Live Agent",
+            condition: {
+                key: "escalateIntentsAction",
+                value: "handover"
+            }
+        },
+        {
+            key: "escalateIntentsHandoverChatwootInboxId",
+            type: "cognigyText",
+            label: "Chatwoot Inbox Id",
+            description: "Inbox Id in Chatwoot",
+            condition: {
+                key: "escalateIntentsAction",
+                value: "handover"
+            }
+        },
+        {
+            key: "escalateIntentsHandoverSalesforcePrechatEntities",
+            type: "json",
+            label: "Salesforce Prechat Entities",
+            description: "The Salesforce entity that should be used.",
+            defaultValue: "[]",
+            condition: {
+                key: "escalateIntentsAction",
+                value: "handover"
+            }
+        },
+        {
+            key: "escalateIntentsHandoverSalesforcePrechatDetails",
+            type: "json",
+            label: "Salesforce Prechat Details",
+            description: "The details that should be displayed to the Live Chat Agent.",
+            defaultValue: "[]",
+            condition: {
+                key: "escalateIntentsAction",
+                value: "handover"
+            }
+        },
         {
             key: "escalateIntentsRepromptPrevention",
             type: "toggle",
@@ -557,20 +775,51 @@ exports.QUESTION = createNodeDescriptor_1.createNodeDescriptor({
             }
         },
         {
-            key: "escalateIntentsExecuteRepromptPrevention",
-            type: "toggle",
-            label: "Prevent Reprompt on Escalation",
-            defaultValue: true,
+            key: "reconfirmationBehaviour",
+            type: "select",
+            description: "How and if to reconfirm question answers",
+            label: "Reconfirmation Behaviour",
+            defaultValue: "none",
+            params: {
+                options: [
+                    {
+                        label: "Do not reconfirm answer",
+                        value: "none"
+                    },
+                    {
+                        label: "Reconfirm answer",
+                        value: "reconfirm"
+                    },
+                ]
+            }
+        },
+        {
+            key: "reconfirmationQuestion",
+            type: "cognigyText",
+            label: "Reconfirmation Question",
+            description: "The question to ask to reconfirm the answer",
+            defaultValue: "I heard you say [ANSWER]. Is that correct?",
             condition: {
-                key: "escalateIntentsAction",
-                value: "execute"
+                key: "reconfirmationBehaviour",
+                value: "reconfirm"
+            }
+        },
+        {
+            key: "reconfirmationQuestionReprompt",
+            type: "cognigyText",
+            label: "Reconfirmation Reprompt",
+            description: "What to say if the reconfirmation question wasn't answered with yes or no",
+            defaultValue: "I'm not sure I got that right.",
+            condition: {
+                key: "reconfirmationBehaviour",
+                value: "reconfirm"
             }
         },
         ...datepickerUtils_1.getDatePickerFields({
             "key": "type",
             "value": "date"
         })
-    ],
+    ].filter(field => !!field),
     sections: [
         {
             key: "context",
@@ -595,6 +844,16 @@ exports.QUESTION = createNodeDescriptor_1.createNodeDescriptor({
                 "skipRepromptOnIntent"
             ]
         },
+        {
+            key: "reconfirmation",
+            label: "Reconfirmation Options",
+            defaultCollapsed: true,
+            fields: [
+                "reconfirmationBehaviour",
+                "reconfirmationQuestion",
+                "reconfirmationQuestionReprompt"
+            ]
+        },
         {
             key: "escalateIntents",
             label: "Escalation - Intents",
@@ -609,8 +868,16 @@ exports.QUESTION = createNodeDescriptor_1.createNodeDescriptor({
                 "escalateIntentsInjectedText",
                 "escalateIntentsInjectedData",
                 "escalateIntentsMessage",
+                "escalateIntentsHandoverText",
+                "escalateIntentsRepeatHandoverMessage",
+                "escalateIntentsHandoverCancelIntent",
+                "escalateIntentsHandoverQuickReply",
+                process.env.FEATURE_USE_COGNIGY_LIVE_AGENT && "escalateIntentsHandoverLiveAgentInboxId",
+                "escalateIntentsHandoverChatwootInboxId",
+                "escalateIntentsHandoverSalesforcePrechatEntities",
+                "escalateIntentsHandoverSalesforcePrechatDetails",
                 "escalateIntentsRepromptPrevention"
-            ]
+            ].filter(field => !!field)
         },
         {
             key: "escalateAnswers",
@@ -625,9 +892,17 @@ exports.QUESTION = createNodeDescriptor_1.createNodeDescriptor({
                 "escalateAnswersInjectedText",
                 "escalateAnswersInjectedData",
                 "escalateAnswersMessage",
+                "escalateAnswersHandoverText",
+                "escalateAnswersRepeatHandoverMessage",
+                "escalateAnswersHandoverCancelIntent",
+                "escalateAnswersHandoverQuickReply",
+                process.env.FEATURE_USE_COGNIGY_LIVE_AGENT && "escalateAnswersHandoverLiveAgentInboxId",
+                "escalateAnswersHandoverChatwootInboxId",
+                "escalateAnswersHandoverSalesforcePrechatEntities",
+                "escalateAnswersHandoverSalesforcePrechatDetails",
                 "escalateAnswersRepromptPrevention",
-                "escalateAnswersOnce"
-            ]
+                "escalateAnswersOnce",
+            ].filter(field => !!field)
         },
         {
             key: "advanced",
@@ -636,6 +911,7 @@ exports.QUESTION = createNodeDescriptor_1.createNodeDescriptor({
             fields: [
                 "storeDetailedResults",
                 "parseResultOnEntry",
+                "onlyAcceptEscalationIntents",
                 "additionalValidation",
                 "resultLocation",
                 "maxExecutionDiff",
@@ -654,6 +930,7 @@ exports.QUESTION = createNodeDescriptor_1.createNodeDescriptor({
         { type: "field", key: "say" },
         { type: "section", key: "context" },
         { type: "section", key: "reprompt" },
+        { type: "section", key: "reconfirmation" },
         { type: "section", key: "escalateIntents" },
         { type: "section", key: "escalateAnswers" },
         { type: "section", key: "advanced" },
@@ -670,19 +947,23 @@ exports.QUESTION = createNodeDescriptor_1.createNodeDescriptor({
         type: "sayNode",
     },
     tags: ["basic", "message", "nlu"],
-    function: async ({ cognigy, nodeId, config }) => {
-        var _a;
-        const { say, type, validationMessage, validationRepeat, storeResultInContext, contextKey, storeInContactProfile, profileKey, storeDetailedResults, parseResultOnEntry, additionalValidation, repromptCondition, maxExecutionDiff, resultLocation, skipRepromptOnIntent, escalateAnswersAction, escalateAnswersThreshold, escalateAnswersGotoTarget, escalateAnswersExecuteTarget, escalateAnswersGotoExecutionMode, escalateAnswersInjectedText, escalateAnswersInjectedData, escalateAnswersMessage, escalateAnswersRepromptPrevention, escalateAnswersOnce, escalateIntentsAction, escalateIntentsValidIntents, escalateIntentsThreshold, escalateIntentsGotoTarget, escalateIntentsExecuteTarget, escalateIntentsGotoExecutionMode, escalateIntentsInjectedText, escalateIntentsInjectedData, escalateIntentsMessage, escalateIntentsRepromptPrevention } = config;
+    //#endregion DescriptorFields
+    function: async ({ cognigy, nodeId, config, inputOptions }) => {
+        const { say, type, validationMessage, validationRepeat, storeResultInContext, contextKey, storeInContactProfile, profileKey, storeDetailedResults, parseResultOnEntry, repromptCondition, maxExecutionDiff, resultLocation, skipRepromptOnIntent, onlyAcceptEscalationIntents, escalateAnswersAction, escalateAnswersThreshold, escalateAnswersGotoTarget, escalateAnswersExecuteTarget, escalateAnswersGotoExecutionMode, escalateAnswersInjectedText, escalateAnswersInjectedData, escalateAnswersMessage, escalateAnswersRepromptPrevention, escalateAnswersOnce, escalateAnswersHandoverText, escalateAnswersRepeatHandoverMessage, escalateAnswersHandoverCancelIntent, escalateAnswersHandoverQuickReply, escalateAnswersHandoverChatwootInboxId, escalateAnswersHandoverLiveAgentInboxId, escalateAnswersHandoverSalesforcePrechatEntities, escalateAnswersHandoverSalesforcePrechatDetails, escalateIntentsAction, escalateIntentsValidIntents, escalateIntentsThreshold, escalateIntentsGotoTarget, escalateIntentsExecuteTarget, escalateIntentsGotoExecutionMode, escalateIntentsInjectedText, escalateIntentsInjectedData, escalateIntentsMessage, escalateIntentsHandoverText, escalateIntentsRepeatHandoverMessage, escalateIntentsHandoverCancelIntent, escalateIntentsHandoverQuickReply, escalateIntentsHandoverChatwootInboxId, escalateIntentsHandoverLiveAgentInboxId, escalateIntentsHandoverSalesforcePrechatEntities, escalateIntentsHandoverSalesforcePrechatDetails, escalateIntentsRepromptPrevention, reconfirmationBehaviour, reconfirmationQuestion, reconfirmationQuestionReprompt } = config;
         const { input, context, profile, api } = cognigy;
         // compute how often this node was hit
         const executionAmount = api.getExecutionAmount(nodeId);
         // compute how long ago this node was hit
         const lastExecutionMarker = api.getLastExecutionMarker(nodeId);
-        const executionDiff = cognigy.input.execution - lastExecutionMarker;
+        let executionDiff = cognigy.input.execution - lastExecutionMarker;
+        // the intent reconfirmation message should not count for the executionDiff
+        if (inputOptions === null || inputOptions === void 0 ? void 0 : inputOptions.handledIntentReconfirmation) {
+            executionDiff -= 1;
+        }
         // if this is the very first time the Node gets executed
         // or if we have been "away" from the Node for too long (maxExecutionDiff)
         // we consider it a first execution and show the question
-        const isFirstExecution = executionAmount === 1 || executionDiff > (maxExecutionDiff || 1);
+        let isFirstExecution = executionAmount === 1 || executionDiff > (maxExecutionDiff || 1);
         // remember the current question in systemContext to later fill Input with it
         let activeQuestion = api.getSystemContext('activeQuestion');
         if (!activeQuestion || activeQuestion.nodeId !== nodeId) {
@@ -692,13 +973,82 @@ exports.QUESTION = createNodeDescriptor_1.createNodeDescriptor({
                 lastExecutedAt: input.execution,
                 forgetQuestionThreshold: maxExecutionDiff,
                 repromptCount: 0,
-                escalationCount: 0
+                escalationCount: 0,
             };
+            if (onlyAcceptEscalationIntents && config.type !== "intent") {
+                activeQuestion.onlyAcceptEscalationIntents = onlyAcceptEscalationIntents;
+                activeQuestion.escalationIntents = escalateIntentsValidIntents;
+            }
             api.setSystemContext('activeQuestion', activeQuestion);
         }
         else {
             activeQuestion.lastExecutedAt = input.execution;
         }
+        // #region 0 CheckIfReconfirmationInProgress
+        if (api.getSystemContext("reconfirmationQuestionInProgress")) {
+            // if this is the case, we are now a YN question
+            let res = evaluateQuestionAnswer_1.evaluateQuestionAnswer({
+                cognigy, config: {
+                    "type": "yesNo"
+                }
+            });
+            const restoredInput = api.getSystemContext("reconfirmationQuestionInput");
+            input.intent = restoredInput.intent;
+            input.intentScore = restoredInput.intentScore;
+            input.intentFlow = restoredInput.intentFlow;
+            input.nlu = restoredInput.nlu;
+            input.intentLevel = restoredInput.intentLevel;
+            if (res === true) { // the reconfirmation answer was yes-like
+                // get the tentative answer that was given and store it
+                const result = activeQuestion === null || activeQuestion === void 0 ? void 0 : activeQuestion.tentativeAnswer;
+                storeQuestionAnswer_1.storeQuestionAnswer({ context, contextKey, input, result, storeResultInContext });
+                // reset everything and continue to the next node
+                resetNodeState_1.resetNodeState(api, nodeId);
+                return;
+            }
+            else if (res !== false) { // the reconfirmation answer was invalid (e.g. no yes-like or no-like answer)
+                // output reconfirmation reprompt
+                if (reconfirmationQuestionReprompt) {
+                    say_1.SAY.function({ cognigy, childConfigs: [], nodeId, config: { say: { type: "text", text: [reconfirmationQuestionReprompt] } } });
+                }
+                // output reconfirmationQuestion
+                const tentativeAnswerShortform = (activeQuestion === null || activeQuestion === void 0 ? void 0 : activeQuestion.tentativeAnswerShortform) || "";
+                say_1.SAY.function({ cognigy, childConfigs: [], nodeId, config: { say: { type: "text", text: [reconfirmationQuestion.replace("[ANSWER]", tentativeAnswerShortform)] } } });
+                // set myself as next node and stop
+                api.setNextNode(nodeId);
+                api.stopExecution();
+                return;
+            }
+            else { // the reconfirmation answer was no-like
+                // delete all remnants of this reconfirmation
+                api.deleteSystemContext('activeQuestion');
+                api.deleteSystemContext('reconfirmationQuestionInProgress');
+                api.deleteSystemContext("reconfirmationQuestionInput");
+                // pretend the question was never asked and continue
+                isFirstExecution = true;
+                api.setExecutionAmount(nodeId, 1);
+            }
+        }
+        // #endregion 0 CheckIfReconfirmationInProgress
+        let currentNodeExecutionAmount = api.getExecutionAmount(nodeId) - 1;
+        // Only validate if the forget question threshold is defined (gt 0)
+        if (maxExecutionDiff > 0) {
+            // Check if the same question node was executed before, if yes
+            // calculate the question diff. last step - recent step
+            let questionDiff = 0;
+            if (executionAmount > 1) {
+                // Calculate the question diff from the first lastExecutedAt				
+                questionDiff = executionDiff - lastExecutionMarker;
+            }
+            let validateAnswer = questionDiff <= maxExecutionDiff;
+            // If we don't want to validate due to an exceeded forget question
+            // threshold, we set setLastExecutionMarker to 0
+            if (!validateAnswer) {
+                currentNodeExecutionAmount = 0;
+                api.setExecutionAmount(nodeId, 1);
+            }
+        }
+        // #region 1 AnswerExistsInContext
         // if the user has chose to skip the question in case the context already
         // exists, we will just skip the question
         if (config.storeResultInContext && config.skipIfResultInContext) {
@@ -710,13 +1060,15 @@ exports.QUESTION = createNodeDescriptor_1.createNodeDescriptor({
                 location = BaseContext_1.BaseContext.findLocationPathStateless(splits, true, location);
                 target = splits[splits.length - 1];
             }
-            if (location[target]) {
+            if (location[target] !== null && location[target] !== undefined) {
                 api.setLastExecutionMarker(nodeId, -1);
                 api.resetExecutionAmount(nodeId);
                 api.deleteSystemContext('activeQuestion');
                 return;
             }
         }
+        // #endregion 1 AnswerExistsInContext
+        // #region 2 FirstTimeNodeIsHit
         // if it's the first execution and you don't force evaluation on first execution, ask the question
         if (isFirstExecution && !parseResultOnEntry) {
             say_1.SAY.function({ cognigy, childConfigs: [], nodeId, config: { say } });
@@ -728,14 +1080,12 @@ exports.QUESTION = createNodeDescriptor_1.createNodeDescriptor({
             api.stopExecution();
             return;
         }
-        let valid = true;
-        // check if there is an extra condition defined and check whether it was truthy
-        if (additionalValidation) {
-            valid = !!api.parseCognigyScriptCondition(additionalValidation);
-        }
+        // #endregion 2 FirstTimeNodeIsHit
         // if we're in a subsequent execution or we want to parse results
         // immediately on entry, continue with evaluation
         let result = evaluateQuestionAnswer_1.evaluateQuestionAnswer({ cognigy, config });
+        // #endregion 4 RunQuestionAnswerValidation
+        // #region 4.1 ResultLocationHandling
         // if a result location was specified, try to get the result from that location 
         // if the location returns a falsey value, the answer is invalid
         if (resultLocation && result) {
@@ -744,46 +1094,59 @@ exports.QUESTION = createNodeDescriptor_1.createNodeDescriptor({
             if (storeDetailedResults && result !== null && result !== undefined) {
                 result = {
                     "value": result,
-                    "question": (_a = config === null || config === void 0 ? void 0 : config.say) === null || _a === void 0 ? void 0 : _a.text,
+                    "question": getQuestionText_1.getQuestionText(config),
                     "timestamp": cognigy.input.currentTime.ISODate,
                     "answer": cognigy.input.text,
                     "answerData": cognigy.input.data
                 };
             }
         }
+        // #endregion 4.1 ResultLocationHandling
+        const isValid = validateQuestionAnswer_1.validateQuestionAnswer(cognigy, config);
         // hard check against null & undefined, because result can be 0 or false
-        if (result !== null && result !== undefined && valid) {
-            // Answer was VALID
-            if (storeResultInContext && contextKey) {
-                // check whether contextKey or inputKey is a deep query and set
-                // storage location accordingly
-                let location = context;
-                let target = contextKey;
-                // this is a deep query
-                if (target.indexOf(".") > -1) {
-                    const splits = target.split(".");
-                    location = BaseContext_1.BaseContext.findLocationPathStateless(splits, true, location);
-                    target = splits[splits.length - 1];
-                }
-                location[target] = result;
-                // always store result also in input to allow for 
-                // easy handling in conditions etc.
-                input.result = result;
+        if (result !== null && result !== undefined && isValid) {
+            // #region 5.1 AnswerIsValid
+            if (reconfirmationBehaviour === "reconfirm" && reconfirmationQuestion) {
+                // #region 5.1.1 ReconfirmationQuestion
+                // remember the given answer in the activeQuestion object
+                activeQuestion.tentativeAnswer = result;
+                // remember a shortform of the given answer in the activeQuestion object
+                activeQuestion.tentativeAnswerShortform = generateAnswerShortForm_1.generateAnswerShortForm(type, result, cognigy.input.text);
+                // Output reconfirmationQuestion
+                say_1.SAY.function({ cognigy, childConfigs: [], nodeId, config: { say: { type: "text", text: [reconfirmationQuestion.replace("[ANSWER]", activeQuestion.tentativeAnswerShortform)] } } });
+                // remember that we are in reconfirmation mode and stop
+                api.setSystemContext("reconfirmationQuestionInProgress", true);
+                // we need to store the input, to be able to restore it afterwards
+                // since we need information like intentLevel.
+                api.setSystemContext("reconfirmationQuestionInput", input);
+                api.setNextNode(nodeId);
+                api.stopExecution();
+                // #endregion 5.1.1 ReconfirmationQuestion
             }
             else {
-                input.result = result;
-            }
-            // if profile storage is requested, also store in contact profile
-            if (storeInContactProfile && profile && profileKey)
-                profile[profileKey] = (storeDetailedResults) ? result.value : result;
-            api.setLastExecutionMarker(nodeId, -1);
-            api.resetExecutionAmount(nodeId);
-            api.deleteSystemContext('activeQuestion');
+                // #region 5.1.2 StoreAnswerInContextOrInput
+                storeQuestionAnswer_1.storeQuestionAnswer({ context, contextKey, input, result, storeResultInContext });
+                // #endregion 5.1.2 StoreAnswerInContextOrInput
+                // #region 5.1.3 StoreAnswerInProfile
+                // if profile storage is requested, also store in contact profile
+                if (storeInContactProfile && profile && profileKey) {
+                    profile[profileKey] = (storeDetailedResults) ? result.value : result;
+                }
+                // #endregion 5.1.3 StoreAnswerInProfile
+                // #region 5.1.4 SetMarkersAndContinue
+                api.setLastExecutionMarker(nodeId, -1);
+                api.resetExecutionAmount(nodeId);
+                api.deleteSystemContext('activeQuestion');
+                // #endregion 5.1.4 SetMarkersAndContinue
+            }
             return;
+            // #endregion 5.1 AnswerIsValid
         }
         else { // Answer was INVALID
+            // #region 5.2 AnswerIsInvalid
             let sayReprompt = true;
             let escalatedInIntent = false;
+            // #region 5.2.1 EscalationOnIntent
             // Process escalation on intents
             if (escalateIntentsAction && escalateIntentsAction !== "none") {
                 const lastEscalation = api.getSystemContext(`lastEscalation-${nodeId}`);
@@ -792,7 +1155,7 @@ exports.QUESTION = createNodeDescriptor_1.createNodeDescriptor({
                     sayReprompt = false;
                 }
                 else if (input.intent && input.intentScore >= escalateIntentsThreshold && escalateIntentsValidIntents.indexOf(input.intent) > -1) {
-                    // User has triggered intent escalation
+                    // User has triggered intent escalation					
                     escalatedInIntent = true;
                     activeQuestion.escalationCount++;
                     switch (escalateIntentsAction) {
@@ -800,6 +1163,8 @@ exports.QUESTION = createNodeDescriptor_1.createNodeDescriptor({
                             if (!escalateIntentsGotoTarget) {
                                 throw new Error("GoTo Target is required");
                             }
+                            // remember when this escalation happened
+                            api.setSystemContext(`lastEscalation-${nodeId}`, cognigy.input.execution);
                             await goTo_1.GO_TO.function({
                                 cognigy,
                                 childConfigs: [],
@@ -874,19 +1239,46 @@ exports.QUESTION = createNodeDescriptor_1.createNodeDescriptor({
                                 sayReprompt = false;
                             }
                             break;
+                        case "handover":
+                            resetNodeState_1.resetNodeState(api, nodeId);
+                            await service_1.HANDOVER_V2.function({
+                                cognigy,
+                                childConfigs: [],
+                                nodeId,
+                                config: {
+                                    text: escalateIntentsHandoverText,
+                                    repeatHandoverMessage: escalateIntentsRepeatHandoverMessage,
+                                    cancelIntent: escalateIntentsHandoverCancelIntent,
+                                    quickReply: escalateIntentsHandoverQuickReply,
+                                    chatwootInboxId: escalateIntentsHandoverChatwootInboxId,
+                                    liveAgentInboxId: escalateIntentsHandoverLiveAgentInboxId,
+                                    salesforcePrechatEntities: escalateIntentsHandoverSalesforcePrechatEntities,
+                                    salesforcePrechatDetails: escalateIntentsHandoverSalesforcePrechatDetails
+                                }
+                            });
+                            return;
                     }
                 }
             }
-            if (!escalatedInIntent && escalateAnswersAction && escalateAnswersAction !== "none") {
+            // #endregion 5.2.1 EscalationOnIntent
+            // #region 5.2.2 EscalationOnAnswers
+            if ((!escalatedInIntent && escalatedInIntent != undefined) && escalateAnswersAction && escalateAnswersAction !== "none") {
                 // the user set special escalation handling in case multiple wrong answers were provided
                 // this is only done if intent escalation didnt happen
                 const lastEscalation = api.getSystemContext(`lastEscalation-${nodeId}`);
+                let addEscalationText = false;
+                if (escalateAnswersOnce) {
+                    addEscalationText = currentNodeExecutionAmount === escalateAnswersThreshold;
+                }
+                else {
+                    addEscalationText = currentNodeExecutionAmount >= escalateAnswersThreshold;
+                }
                 // either we escalate only once on the threshold or always from the threshold on, depending on what was set
                 if (lastEscalation && lastEscalation === cognigy.input.execution) {
                     // escalation already happened on this execution - don't escalate again
                     sayReprompt = false;
                 }
-                else if ((escalateAnswersOnce && (api.getExecutionAmount(nodeId) - 1 === escalateAnswersThreshold)) || (!escalateAnswersOnce && (api.getExecutionAmount(nodeId) - 1 >= escalateAnswersThreshold))) {
+                else if (addEscalationText) {
                     // User has given enough wrong answers to trigger the threshold
                     activeQuestion.escalationCount++;
                     switch (escalateAnswersAction) {
@@ -894,6 +1286,8 @@ exports.QUESTION = createNodeDescriptor_1.createNodeDescriptor({
                             if (!escalateAnswersGotoTarget) {
                                 throw new Error("GoTo Target is required");
                             }
+                            // remember when this escalation happened
+                            api.setSystemContext(`lastEscalation-${nodeId}`, cognigy.input.execution);
                             await goTo_1.GO_TO.function({
                                 cognigy,
                                 childConfigs: [],
@@ -966,9 +1360,29 @@ exports.QUESTION = createNodeDescriptor_1.createNodeDescriptor({
                                 sayReprompt = false;
                             }
                             break;
+                        case "handover":
+                            resetNodeState_1.resetNodeState(api, nodeId);
+                            await service_1.HANDOVER_V2.function({
+                                cognigy,
+                                childConfigs: [],
+                                nodeId,
+                                config: {
+                                    text: escalateAnswersHandoverText,
+                                    cancelIntent: escalateAnswersHandoverCancelIntent,
+                                    repeatHandoverMessage: escalateAnswersRepeatHandoverMessage,
+                                    quickReply: escalateAnswersHandoverQuickReply,
+                                    chatwootInboxId: escalateAnswersHandoverChatwootInboxId,
+                                    liveAgentInboxId: escalateAnswersHandoverLiveAgentInboxId,
+                                    salesforcePrechatEntities: escalateAnswersHandoverSalesforcePrechatEntities,
+                                    salesforcePrechatDetails: escalateAnswersHandoverSalesforcePrechatDetails
+                                }
+                            });
+                            return;
                     }
                 }
             }
+            // #endregion 5.2.2 EscalationOnAnswers
+            // #region 5.2.3 Reprompt
             // check if there is an extra condition defined for reprompts and check whether it was truthy
             if (sayReprompt && repromptCondition) {
                 sayReprompt = !!api.parseCognigyScriptCondition(repromptCondition);
@@ -1007,9 +1421,13 @@ exports.QUESTION = createNodeDescriptor_1.createNodeDescriptor({
                     datepickerUtils_1.showDatePicker(cognigy, config);
                 }
             }
+            // #endregion 5.2.3 Reprompt
+            // #region 5.2.4 SetNextNodeAndStop
             api.setLastExecutionMarker(nodeId, cognigy.input.execution);
             api.setNextNode(nodeId);
             api.stopExecution();
+            // #endregion 5.2.4 SetNextNodeAndStop
+            // #endregion 5.2 AnswerIsInvalid
         }
     }
 });