Incoming Chat Interaction

[Dante_Cady]

Hi Team,

I wanted to reach out as I am trying to figure out if this is possible. We have upgraded the chat channel from Web Chat to the Web Messaging. While using the Web Chat, it provided a form which allowed the end user to enter their respective information such as name, email, and subject. Once the user would start a chat, this information would then display in the person details of the interaction.

Is there a way to achieve the similar functionality with the web messenger? I have the AWS Lex integration setup. We have a bot that would ask the end user for their name. Once complete, the user would be transferred to a live agent.

In other words, is it possible to take the information from an AWS Lex bot slot, and pass it to the person details in Genesys Cloud?

[vpirat]

Hi,

I think yes, if you can grab the data, it should be theoretically possible (never tried myself though).
There is a similar use case from another user in this post.

You can to attach custom data that will be displayed to the Agent UI.
You may want to check this post:

"participantName" key - Web Messaging

You can show it at least on the agent side of the conversation. The interaction details will still show "guest". Genesys("command", "Database.set", { messaging: { customAttributes: { 'context.firstName': params.firstName, 'context.lastName': params.lastName } } }); The value you pass for the context.firstName and context.lastName will only show for the agent: [image] here is interaction details: [image] Hope this helps! This data would be available as participant data: [image] n…

Note that this is different than authenticated data.

Let us know if that works for you.

Regards,
V.P.