Inbound chat flows?

Hello

We are looking to start using a chat widget, to add to our email, voice and SMS usage of Genesys.

I am finding the documentation to be less straight forward than I had expected (I also seem to google and end up at older/deprecated pages).

So Questions:

  1. How are inbound Chat flows used? I saw a recent Developer posting saying there were no flows for Chat, but I see them in the Architect UI?
  2. If I am wanting to setup a basic web chat that grabs a bit of data from an authed user info we have in our UI. Should we be using widgets 2.0? or webchat 1.1?
  3. How do I make sure the data ends up in the "conversation" attributes as participant data, so we can access info about them the same way we do it for SMS, voice and email?

Thanks

Chris

It's a pretty new feature. https://help.mypurecloud.com/articles/inbound-chat-flows-overview/

They're both supported, you can use the one that fits your use case and site the best. Both accept custom data. I'd recommend the 2.0 widget though, the 1.1 chat will be deprecated eventually.

Hi Tim

Great, thanks for the links. The docs on v2.0 widget says always set Target to 'QUEUE' how do you use the flows then?

Thanks

Chris

Sorry, chat flows for v2 chats aren't actually released quite yet. They're only available for v1.1 chats currently and are configured as a setting on the chat deployment. Keep an eye on the release notes for flows for v2 chats.

Chat flows for v2 widget are being released this Wednesday. https://help.mypurecloud.com/features-coming-soon/

Hello Lucie

Thank you very much for the update.

I did some brief checking and could not work out how to retrieve the participant data for use in a script. If we have participant data attribute such as "context.subject" (when searching from the conversation API), do we Get Participant Data using this as the Participant Attribute Name?

Any assistance would be greatly appreciated.

Thanks and regards,
Samuel

Yes, that looks right @Samuel_Polgar. If that doesn't work, you may need to enclose the variable in quotes, i.e. "context.subject"

Hello Lucie

My sincere appreciation, thank you very much for your help.

I had a different error in my flow, the first configuration was working in the end.

I will keep the " " in mind for troubleshooting in the future.

Thank you once again.

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