Duplicating a Use Case

Duplicating a use case allows you to clone its entire structure and content within the same chatbot or to a different chatbot that you have access to.

When you duplicate a use case built with the Flow Builder:

You can duplicate it to the same chatbot or a different one.
The original use case and its components remain unchanged during the duplication process.
The duplicated use case will be set to Draft status, ensuring your production environment remains unaffected until you decide otherwise.
Since the use case structure is shared across languages within a chatbot, duplicating a use case will create copies for all active languages in the selected chatbot.

Duplicating a use case.

Duplicating a Use Case to a Different Chatbot

Behavior

The use case structure and content will be copied to the destination chatbot.
Custom and user channel variables used in the original use case will be recreated in the destination chatbot.
Agent channel configurations from the original use case will not be imported. Any agent handover steps in the duplicated version will require reconfiguration according to the new chatbot's agent channels.
"Go to use case" connections will be left blank in the duplicate version, and you will need to delete or reconnect them according to the new chatbot context.

When Origin and Destination Chatbots Do Not Share the Same Language(s):

If a language in the original use case is not supported in the destination chatbot, the version in that language will not be created.
If a language in the destination chatbot is not configured in the original use case, only the structure will be duplicated, leaving the content blank. You will need to provide the content for that language.

Duplicate an Advanced Builder Use Case

Duplicating an Advanced Builder use case creates an exact clone of all its components (intents, bot actions, answers). This feature is useful for:

Creating a version 2 (V2) of a use case by reusing elements from version 1 (V1).
Building similar use cases that share the same structure, speeding up implementation.

You can duplicate a use case:

From one bot to another bot.
Within the same bot.

Potential Limitations of Duplicating a Use Case

Broken Relations: "Go to" connections between the duplicated use case and others may be broken.
Confusion with Similar Intents: If both the original and duplicated use cases have similar intents (i.e., identical training sentences) and are active on the same chatbot, it can cause confusion.
Analytics Disruption: Using duplication as a versioning strategy can break continuity in analytics data.