Hi,
We have a scenario where customers fill out an external web form on our website, providing information such as their name, email address, and inquiry. They also select their preferred communication channel: email, callback, or live chat.
If the customer selects live chat, we want them to be redirected immediately—upon submitting the form—to a Webex Contact Center live chat session. At the same time, the information they entered on the form should be automatically passed into the live chat workflow, so the agent can view all the submitted details upfront without needing to ask the customer to repeat them.
What is the recommended approach to achieve this in Webex Contact Center?
Are there best practices or supported methods for passing external form data directly to the agent at the start of the chat session, and how can this be implemented?
