Rajesh,
My answer would depend on what Genesys technologies you have in place to work with. For instance, if you are using Intelligent Automation, then you could use an IA micro app to act like a text-based IVR that collects data and attaches it to the interaction before it is sent to router. Or if you have the Bot Gateway from eServices installed then a developer could write a component that can monitor the chat messages and determine the intent to attach data to the interaction for routing. It may even be possible to do some of this via Orchestration to analyze the chat transcript prior to routing.
As with most thing in Genesys Engage, there's lots of ways to accomplish it, but it depends on what you have to work with.
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Jim Crespino
Senior Director, Developer Evangelism
Genesys
https://developer.genesys.com------------------------------
Original Message:
Sent: 12-17-2020 04:05
From: Rajesh Annamalai
Subject: Screening rule on Chat Transcript
We have requirements in WhatsApp channel where we will send a welcome message to the customer as soon as the customer initiate a chat . After initial welcome message, customer will be asked to send their options ( like 1 for insurance,2 finance etc). Based on this option send by the customer, whatsapp chat has to be routed to the respective team. For this we have to implement the screening rules on the chat transcripts that is sent by the customer , because any messages that are sent after initial message will be part of transcript in UCS and it will not be available in the initial interaction that comes to strategy. Is it possible to apply the screening rules on that chat transcript?
Thanks,
#DigitalChannels
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Rajesh Annamalai
Al-Futtaim Technologies
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