Genesys Cloud CX

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  • 1.  Web Messaging and message.message.body

    Posted 10-25-2021 12:22
    Edited by Sébastien Arpin 10-25-2021 12:30
    Hi,

    For some reason when I'm using the function message.message.body into the web messaging inbound flow. It only shows the first message the customer sends.

    If for example, the conversation is:

    -Customer "Hello"
    -System Send Respond "Hi, how can I help you"
    -Customer "Yes I need help"

    The message.message.body string will only provide "Hello" and not the last entry of the customer "Yes I need help"

    Is there a way to capture the latest message.message.body value?

    Thanks

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    Sébastien Arpin
    Quovim C3 (9264-2354 Quebec Inc.)
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  • 2.  RE: Web Messaging and message.message.body

    Posted 10-27-2021 22:14
    I think that may be stateful.  You could try using the conversationId and a data action to get the entire transcript.  Also, you could keep an array of each message coming in.  If I was doing it, I would just send it to a bot and let the bot supply the transcript as context.  That keeps it in the bot as well so you don't have to use wait tools or get timeouts.

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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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