Webex Connect - Live Chat

priyanravichandran — Wed, 25 Sep 2024 12:55:16 GMT

Hi Team,

We have created a live chat and in Chat form we have Name, Email, Language and Service Type details which we are collecting from customers. We have created two flow/custom variables, Language and Service Type to collect the language and service details respectively.

Our query is: We need to pass Language and Service Type variables to the web socket event and needs to be consumed in the custom UI when the chat is queued/received in the agent desktop.
Note: Currently we're testing it in sand box and as of now we're getting Name, Email in the field of ani, customerName in the web socket event.

Please let us know how we can achieve this

Example Web Socket Event:

"interaction": {

"callAssociatedData": {

"ani": {

"agentEditable": false,

"agentViewable": true,

"displayName": "ani",

"global": false,

"isSecure": false,

"name": "ani",

"reportable": false,

"secureKeyId": "",

"secureKeyVersion": 0,

"type": "STRING",

"value": "xy@abc.com"

"customerName": {

"agentEditable": false,

"agentViewable": true,

"displayName": "customerName",

"global": false,

"isSecure": false,

"name": "customerName",

"reportable": false,

"secureKeyId": "",

"secureKeyVersion": 0,

"type": "STRING",

"value": "xy"

}

Re: Webex Connect - Live Chat

Janos Benyovszki — Fri, 27 Sep 2024 14:00:06 GMT

@priyanravichandran if I understand you correctly you are looking for custom flow variables, is that it? If so, we haev a help doc for creating them here https://portal-v2.wxcc-us1.cisco.com/ccone-help-new/webexcc_t_creating-flow-variables-.html#!webexcc_t_creating-flow-variables-.html .

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Webex Connect - Live Chat

Re: Webex Connect - Live Chat