Triggering a post-conversation flow

Web Messaging
1

Is it possible to execute a flow after an agent of a Web Messenger conversation has finished conversing with a customer?

The only solution I'm aware of at the moment is getting the agent to manually transfer the customer to a flow, but ideally I'd want the agent's process to remain as it currently is and the transfer to happen automatically.

Two use-cases for this that I'm investigating:

  • At the end of a WM conversation the customer is asked whether they'd like the conversation's transcript emailed to them. This would ideally be a bot that asks for the customer's email address before calling our API to email the transcript that happens automatically at the end of all WM conversations.
  • After a customer has talked to an agent offer an in-channel survey

Many thanks

2

Hi Lucas,

I think you could do a process automation trigger off the v2.detail.events.conversation.{id}.acw event. Take a look at this blueprint. That would guarantee that the agent has ended the conversation and would trigger a post call flow.

Thanks,
John Carnell
Director, Developer Engagement

3

Hi John,

Thank you for the blueprint, I'll take a look.

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