Hi all,
Hope everyone is having a great day! I'm working with Dialog Engine Bot Flows and running into a bit a of a road block. I'm working on a bot flow for level one representatives reaching out to a level two representative for assistance with the user that they are speaking with. I'm using slots to collect data, such as ticket number and agent name, and want to pass that data to a level two representative so they can get to helping the level one agent right away. Is there a way to pass that data to the end user?
Hi Paco,
Sorry it took so long to get back to you. When you create bot flow you by definition have to bind the output from the slots to an output variable. In your particular case the outer flow that is going to reference the bot flow could then pass it to a screen pop for the agent (the values can be passed right into the screen pop) or you can set the value in a participant attribute inside the outer flow. Participant attributes are also available to scripts.
You can see an example of binding the slot variables from a bot flow back to the outer flow in this Web Messaging blueprint.
Hope that helps.
Thanks,
John Carnell
Manager, Developer Engagement