Email Value Not Passing Through

[N25]

Hi all, we've been trying to pass some customer-inputted values in a webchat to the agent script however we can't seem to pass the email value for some reason.

We could see that email value in the Interaction Details tab however the {{Chat.Customer Email}} variable seems to still be unpopulated. This is not true though for {{Chat.Customer Last Name}} and {{Chat.Customer First Name}} as they were populated and can be displayed on the script as well as they are appearing under the Interaction Details tab.

Below is a snippet of the html code of our test webchat that we used when defining the chat variables as defined in https://developer.mypurecloud.com/api/webchat/:

// Data that will be included with interaction
"data": {
"firstName": firstName,
"lastName": lastName,
"email": email,
},

Do note that even if we define a hard string on those variables the email value is still not showing up which makes us suspect that it's not actually using the email variable for the email value.

Could anyone point us to the correct email variable for webchats in order for us to display them on the agent script? Is there anything that we have missed?

[N25]

Forgot to mention that we also tried to retreive the chat conversation details through the Purecloud GET API in order to verify the values:

"attributes": {
"context.isFirefox": "false",
"context.email": "tete@ewww.com",
"context.isChrome": "true",
"Process": "",
"context.hasChromeExtension": "true",
"Reason": "",
"context.language": "",
"context.firstName": "tata",
"context.browserSupported": "true",
"context.lastName": "toto",
"context.toUserEmail": "",
"Sub-reason": "",
"context.priority": "0",
"context.purecloud": "true"

So for this conversation, the first name "tata" and last name "toto" shows up in both the Interaction Details Tab as well as the {{Chat.Customer First Name}} and {{Chat.Customer Last Name}} chat variables correspondingly, however the email "tete@ewww.com" is only showing up in the Interaction Details Tab and not in the {{Chat.Customer Email}} chat variable which we need in order to display it on the agent script page.

[tim.smith]

I see that {{Chat.Customer Email}} is not one of the built-in variables for chat, according to the Built-in Script Variables documentation. However, it shows up in as an available variable when editing the script. Please open a case with PureCloud Care to report the issue. I don't know if it's supposed to work since it hasn't been documented, but Care can determine what's supposed to be working there.

[N25]

Thanks Tim! As it seems documentation on this subject is currently iffy at best, would there be any alternate way to say capture a generic string as webchat data and save that to a generic variable that could be displayed through an agent script?

[tim.smith]

@N25

way to say capture a generic string as webchat data and save that to a generic variable that could be displayed through an agent script?

Any attributes that you provide in data when creating the chat will be available in the script if you create an input variable with the same name like this:

{
  "data": {
    "customField1": "some value"
  }
}

[N25]

Thanks a lot Tim! This worked like a charm!