How can i get these customer input from the prechat form to my inbound chat flow with the help of get participant data?

Sreejith_K · May 28, 2020, 9:13am

Hi Team,

I know that there is no option to collect input from the customer in an inbound chat flow.

What i can do is just to make customer fill some information in the custom field or new attribute on the prechat form.

Jerome.Saint-Marc · May 28, 2020, 10:00am

Hello,

Let's say that you have defined a custom input field, in the Widgets v2 Chat registration form (assuming you are referring to Widgets v2), with "name" attribute equal to "myCustomQuestion".
In your Architect Inbound Chat flow, you would use a "Get Participant Data" action with Attribute Name set to context.myCustomQuestion

Input fields sent from Widgets will be made available in the Conversation Participant Data with a prefix of "context." + the name of your input (ex: context.subject).

Regards,

Sreejith_K · May 28, 2020, 10:20am

Can we have 15mins zoom session now?

Jerome.Saint-Marc · May 28, 2020, 10:26am

Sorry - no - I am not available for a zoom session.

What is your question?

Sreejith_K · May 28, 2020, 10:34am

My plan is to give an option called "Question" to the customer in the prechat form. so that the customer enter A, B or C.

i need to know which of the above names ex: A,B,C the customer enters.

If i get the data from prechat form to the inbound chat, i will create a switch or any logical decision and i can send the responses based on the customer input (A,B or C)

Jerome.Saint-Marc · May 28, 2020, 10:49am

You name your custom field "Question".
As it appears in the code you have generated -> Chat Code, it is declared like this:

  {
    "id": "cx_webchat_form_question",
    "name": "Question",
    "maxlength": "100",
    "placeholder": "Custom data placeholder",
    "label": "Question",
    "value": ""
  }

So in your inbound chat flow, as I explained above, you take the "name" of that field and add a "context." prefix.
You would then retrieve the value using a "Get Participant Data" action with Attribute name set to context.Question

Jerome.Saint-Marc · May 28, 2020, 10:57am

"name" corresponds to the name you want to give to your attribute.
"label" corresponds to the text you want to display for that attribute in the Chat Registration form.

See here for more details: https://developer.mypurecloud.com/api/webchat/widget-version2.html#advanced_configuration
And here: https://all.docs.genesys.com/WID/Current/SDK/WebChat-combined#Customizable_chat_registration_form