Chat configuration variables - skills

[marekvrabel]

We deployed chat widget version 2.
In documentation (https://developer.genesys.cloud/api/digital/webchat/widget-version2#chat-configuration-variables), there are mentioned these variables:
targetType - Always set to 'QUEUE' to route to a queue
targetAddress - The queue name that receives chat messages. Example: 'Support'
priority - Priority level from 0 (lowest) to 10 (highest). Example: 5
skills - (Optional) List of skills. Example: ['Computers', 'Printers']
language - (Optional) Requested agent language skill. Example: 'English - Written'

For skills we set:
....
skills: ['Chat'],
....

We would like to use this optional attribute "skills" in Architect, but there is no information in documentation how to get it.

Does anybody knows, how to get the "skills" attribute in Architect and use it to set skills to conversations when routing to ACD queue, please?

[Jerome.Saint-Marc]

Hello,

I am not sure the window._genesys.widgets.webchat.transport.interactionData.routing.skills are made available in the Genesys Cloud conversation context when you initiate a chat and configure the widget to trigger an Architect flow.
Doing a test, I can't see the skills appearing in the conversation context.

But there is another approach you can use that will work - sending the skill name you want to use through userData, retrieving it in your Architect flow (as a string), converting it to a variable of type ACD Skill, and using this variable in your Transfer to ACD action/block.

1. Sending the skill name you want to use through userData
   In the userData structure (i.e. under window._genesys.widgets.webchat.userData), define an attribute for your skill. We will name it MySkill:

   window._genesys = {
   widgets: {
   webchat: {
   transport: {
   ...
   },
   userData: {
   ...
   MySkill: 'Chat'
   }
   }
   }
   };

2. Retrieving it in your Architect flow (as a string)
   In your Architect Inbound Chat flow, use a "Get Participant Data" action and add an attribute to retrieve.

Attribute Name: context.MySkill
Variable to Assign: Flow.MySkillAsString

3. Converting it to a variable of type ACD Skill
   You must have defined a "Chat" Routing Skill in your Genesys Cloud configuration (Genesys Cloud Admin - Contact Center - ACD Skills & Languages).
   In your Architect Inbound Chat flow, use an "Update Data" action and add an Update statement selecting ACD Skill for the variable type.

Variable Name: Flow.MySkillAsACDSkill
Value to Assign - Expression: FindSkill(Flow.MySkillAsString)

4. Using this variable in your Transfer to ACD action/block
   In your Architect Inbound Chat flow, use a "Transfer to ACD" action and Add an ACD Skill (as Expression) with value: Flow.MySkillAsACDSkill

Regards,