we are integrating the Chat Channel with ChatBot, ( using web messaging )
However , when it's escalated to an agent:
I only receive the name of the customer ( without any additional data )
at the beginning of the chat, the customer should choose a language to continue
my questions are:
1- How I can capture the data of the customer?
2- How I can route the interaction to the right agent based on the selected language since it's a chat flow?
Hello, good day!
Good use-case, trying to better understand the details:
Not sure how you are collecting customer's name, or any other attribute: you can leverage architect flows to ask and qualify customer, then update customer profile accordingly, so that agent has full picture. In future we want to make this process "easier", but already doable today with Data Actions.
I'm not clear about your second question: you mentioned both Web Messaging and Chat Flows, while I would expect you are using Inbound Message Flows instead.
In practice, how is customer selecting the language?
I'm using Web Messaging now, so I can't ask the agent anything at the beginning of the chat, however, I'm trying to detect the language " as the customer will enter his first message before he gets connected to an agent ) How I could do that from the flow? I can't find anything related to that.
and yes, I'm using inbound message flow.