I was wondering if it was possible to recover the custom fields declared in the initialization of the web chat for use in an Architect stream.
More precisely :
I declared a custom field in my chat initialization, motif :
firstName: firstName,
lastName: lastName,
addressStreet: '64472 Brown Street',
addressCity: 'Lindgrenmouth',
addressPostalCode: '50163-2735',
addressState: 'FL',
phoneNumber: phoneNumber,
phoneType: 'Cell',
customerId: 59606, motif: motif
});
I would like to retrieve in Architect the reason value to assign it to an accessible variable in the flow.
I would also like to know if it was possible to recover a seizure in the chat, for example:
Do you want to be transferred to the Information queue? (Yes No)
(User input)
Treatment according to his answer.
if possible can someone tell me how do this ?
I did not find a solution on the resource center and that's why I post my message on the forum.
Thank you in advance and I hope someone will help me.
I think I have found a solution to my first problem:
I retrieved my "model" parameter value via the Chat.Guest.customFields variable.
After thinking and using the find and substring functions. I recovered my value.
I would have found it more convenient to return it as a table to call my variable like this: Chat.Guest.customFields.model or Chat.Guest.customFields["model"]
For my 2nd part of my question,
I wanted to know if we could answer based on the message of the customer in the chat to do some sort of pre-quiz to process a query.(use Architect like a bot and after transfert with all the infos..)
Thanks you in advance and i hope someone will help me.
I wanted to know if we could answer based on the message of the customer in the chat to do some sort of pre-quiz to process a query.(use Architect like a bot and after transfert with all the infos..)
Chat flows can't do analysis on the message itself, but as you noted, you can use a simple Bot to understand the end-customer's intent.
Do you want to be transferred to the Information queue? (Yes No)
For something as simple as that, you could make it a radio button or other control on the client-side webpage and pass the answer as a custom field / participant data, which can be accessed in Architect.