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

    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?


    Sébastien Arpin
    Quovim C3 (9264-2354 Quebec Inc.)

  • 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.

    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect