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I want to send information from the Architect flow (in this case in-queue message flow, but maybe others later) so that I can display the queue position and estimated wait time before the user gets to the chat.  I can use the database get command or subscribe to database updates through the SDK, but I have no way to update the customAttributes in Architect.

Any suggestions on how I can update customAttributes, or otherwise update data in Architect so that the front end can subscribe to it?

Hi Dan,

I think this question may be better suited to the Genesys Cloud Developer Community so that the experts there can help with this, so I am going to move it over.

I want to send information from the Architect flow (in this case in-queue message flow, but maybe others later) so that I can display the queue position and estimated wait time before the user gets to the chat.  I can use the database get command or subscribe to database updates through the SDK, but I have no way to update the customAttributes in Architect.

Any suggestions on how I can update customAttributes, or otherwise update data in Architect so that the front end can subscribe to it?

I want to send information from the Architect flow (in this case in-queue message flow, but maybe others later) so that I can display the queue position and estimated wait time before the user gets to the chat.  I can use the database get command or subscribe to database updates through the SDK, but I have no way to update the customAttributes in Architect.

Any suggestions on how I can update customAttributes, or otherwise update data in Architect so that the front end can subscribe to it?

Hi @Dan Gilmour,

There may be a better way to do this but you can use "Set Participant" step in Architect to set a key-value pair with the value of "position in queue" or "estimated wait time". Then you can subscribe to events from v2.detail.events.conversation.{id}.attributes and you can look for changes in the two participant data elements you set within Architect. You can subscribe to v2.detail.events.conversation.{id}.attributes either via eventbridge or websockets.

Hope this helps, until someone posts a better solution.

Regards

I want to send information from the Architect flow (in this case in-queue message flow, but maybe others later) so that I can display the queue position and estimated wait time before the user gets to the chat.  I can use the database get command or subscribe to database updates through the SDK, but I have no way to update the customAttributes in Architect.

Any suggestions on how I can update customAttributes, or otherwise update data in Architect so that the front end can subscribe to it?

Thanks Vineet, to clarify I'm currently using database get in the SDK commands (link) to get participant data.  I've set the data with "Set Participant Data" in architect with the attribute name "Estimated_Wait_Time", but that value does not appear in custom attributes when I use database get.

Would what you are suggesting only work when using the proper API?

Hi @Dan Gilmour,

There may be a better way to do this but you can use "Set Participant" step in Architect to set a key-value pair with the value of "position in queue" or "estimated wait time". Then you can subscribe to events from v2.detail.events.conversation.{id}.attributes and you can look for changes in the two participant data elements you set within Architect. You can subscribe to v2.detail.events.conversation.{id}.attributes either via eventbridge or websockets.

Hope this helps, until someone posts a better solution.

Regards

I want to send information from the Architect flow (in this case in-queue message flow, but maybe others later) so that I can display the queue position and estimated wait time before the user gets to the chat.  I can use the database get command or subscribe to database updates through the SDK, but I have no way to update the customAttributes in Architect.

Any suggestions on how I can update customAttributes, or otherwise update data in Architect so that the front end can subscribe to it?

The issue with the Database command is that it needs to send a message to update, also I don't think you can use to it to get attributes, only to save them to the conversation.

If you're building your own chat widget, the easiest solution would be to have Architect send the message, and the widget then decides how to present it, or is the idea to show this information somewhere on the website?

Thanks Vineet, to clarify I'm currently using database get in the SDK commands (link) to get participant data.  I've set the data with "Set Participant Data" in architect with the attribute name "Estimated_Wait_Time", but that value does not appear in custom attributes when I use database get.

Would what you are suggesting only work when using the proper API?

Hi @Dan Gilmour,

There may be a better way to do this but you can use "Set Participant" step in Architect to set a key-value pair with the value of "position in queue" or "estimated wait time". Then you can subscribe to events from v2.detail.events.conversation.{id}.attributes and you can look for changes in the two participant data elements you set within Architect. You can subscribe to v2.detail.events.conversation.{id}.attributes either via eventbridge or websockets.

Hope this helps, until someone posts a better solution.

Regards

I want to send information from the Architect flow (in this case in-queue message flow, but maybe others later) so that I can display the queue position and estimated wait time before the user gets to the chat.  I can use the database get command or subscribe to database updates through the SDK, but I have no way to update the customAttributes in Architect.

Any suggestions on how I can update customAttributes, or otherwise update data in Architect so that the front end can subscribe to it?

The dream is to reuse as much as we can so we can release our chat feature sooner, which means reusing the ootb chat widget for the actual chat experience, and just building a different chat intake form so the user does not interact with the bot, and displaying queue and wait time in a separate sceen, so that we minimize the interaction with a bot.  

Therefore the challenge with getting info through messages is that they eventually do appear in the chat that the user sees, so it would be quite confusing.

The issue with the Database command is that it needs to send a message to update, also I don't think you can use to it to get attributes, only to save them to the conversation.

If you're building your own chat widget, the easiest solution would be to have Architect send the message, and the widget then decides how to present it, or is the idea to show this information somewhere on the website?

Thanks Vineet, to clarify I'm currently using database get in the SDK commands (link) to get participant data.  I've set the data with "Set Participant Data" in architect with the attribute name "Estimated_Wait_Time", but that value does not appear in custom attributes when I use database get.

Would what you are suggesting only work when using the proper API?

Hi @Dan Gilmour,

There may be a better way to do this but you can use "Set Participant" step in Architect to set a key-value pair with the value of "position in queue" or "estimated wait time". Then you can subscribe to events from v2.detail.events.conversation.{id}.attributes and you can look for changes in the two participant data elements you set within Architect. You can subscribe to v2.detail.events.conversation.{id}.attributes either via eventbridge or websockets.

Hope this helps, until someone posts a better solution.

Regards

I want to send information from the Architect flow (in this case in-queue message flow, but maybe others later) so that I can display the queue position and estimated wait time before the user gets to the chat.  I can use the database get command or subscribe to database updates through the SDK, but I have no way to update the customAttributes in Architect.

Any suggestions on how I can update customAttributes, or otherwise update data in Architect so that the front end can subscribe to it?

The dream is to reuse as much as we can so we can release our chat feature sooner, which means reusing the ootb chat widget for the actual chat experience, and just building a different chat intake form so the user does not interact with the bot, and displaying queue and wait time in a separate sceen, so that we minimize the interaction with a bot.  

Therefore the challenge with getting info through messages is that they eventually do appear in the chat that the user sees, so it would be quite confusing.

The issue with the Database command is that it needs to send a message to update, also I don't think you can use to it to get attributes, only to save them to the conversation.

If you're building your own chat widget, the easiest solution would be to have Architect send the message, and the widget then decides how to present it, or is the idea to show this information somewhere on the website?

Thanks Vineet, to clarify I'm currently using database get in the SDK commands (link) to get participant data.  I've set the data with "Set Participant Data" in architect with the attribute name "Estimated_Wait_Time", but that value does not appear in custom attributes when I use database get.

Would what you are suggesting only work when using the proper API?

Hi @Dan Gilmour,

There may be a better way to do this but you can use "Set Participant" step in Architect to set a key-value pair with the value of "position in queue" or "estimated wait time". Then you can subscribe to events from v2.detail.events.conversation.{id}.attributes and you can look for changes in the two participant data elements you set within Architect. You can subscribe to v2.detail.events.conversation.{id}.attributes either via eventbridge or websockets.

Hope this helps, until someone posts a better solution.

Regards

I want to send information from the Architect flow (in this case in-queue message flow, but maybe others later) so that I can display the queue position and estimated wait time before the user gets to the chat.  I can use the database get command or subscribe to database updates through the SDK, but I have no way to update the customAttributes in Architect.

Any suggestions on how I can update customAttributes, or otherwise update data in Architect so that the front end can subscribe to it?

I want to send information from the Architect flow (in this case in-queue message flow, but maybe others later) so that I can display the queue position and estimated wait time before the user gets to the chat.  I can use the database get command or subscribe to database updates through the SDK, but I have no way to update the customAttributes in Architect.

Any suggestions on how I can update customAttributes, or otherwise update data in Architect so that the front end can subscribe to it?