Using Architect to write an Inbound Chat Flow, I can't find any documentation how to get all the content of user/customer's response message.
Is it possible to keep content of the user's response ?
The goal is to analyze the content to provide an appropriate response directly in the architect script.
The second need is to transmit the entire dialog to a third-party solution.
Thanks
Hello,
It is unfortunately not possible.
If your idea is to implement a 3rd party chat bot from Architect, or similar (something else than what is provided via Lex integration or DialogFlow integration), it is not possible.
As far as I know, there are plans to provide a 3rd Party Chat Bot API in the future. But nothing is available at this stage, and I don't have an expected date/timeframe for this.
From Architect Chat flow, the chat messages are not available (through Architect built-in variables) and there are no blocks/actions to get access to them.
Moreover, the messages cannot be retrieved using a PureCloud Data Action that would leverage the GET /api/v2/conversations/chats/{conversationId}/messages from Agent Chat API - https://developer.mypurecloud.com/api/webchat/agentchat.html
A PureCloud Data Action leverages a Client Credentials grant, and the GET /api/v2/conversations/chats/{conversationId}/messages is only allowed if requested by a participant (active) of the chat conversation.
Also, there are no blocks/actions in an Architect Flow for Collect/Menu. Only Wait function is available.
So when a customer sends a message/reply, there are no triggers notifying the Architect Chat flow.
The only thing available to get access to messages (for a non-participant of the chat interaction) is via the Recording API.
But this is only available once the chat is terminated/ended.
The API request: GET /api/v2/conversations/{conversationId}/recordings
(Get all of a Conversation's Recordings)
Calling this API method while the chat is still active will result in an error.
Regards,
Thank you for you precise answers.
How would you envision this working without a bot? A customer can start a chat without providing a chat. Would you delay routing until a customer sends a message?
Today, what you can do is collect input from the customer via a prechat form and fetch that data if you so choose.
We also do allow you to add in a bot that can wait for the customer to send a message and reply accordingly. And as Jerome mentioned, ability to plug in third party bots are on the roadmap.
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