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Formatting text from a chatbot and inserting to ICWS chat

  • 1.  Formatting text from a chatbot and inserting to ICWS chat

    Posted 11 days ago
    Hi everyone,

    I have a customer using a 3rd party chatbot on the front end.  When the customer no longer wants to talk to the ChatBot the chat can be sent over to a human.

    What would be the best way of getting the chat history of the chatbot into the human chat so that it looks nice?
    I do receive the Chatbot text as an attribute, so there is no problem getting the text itself and injecting it, as is, to the start of the human chat using the "Send Text" tool step.  But is very chaotic because there are no breaks or separators.

    My only possible solution would be to use a loop to inject separately each line of a list, but this could become heavy for long chats, right and probably not the ideal solution.  But the only thing I can think of.

    Does anyone have any experience with something like this, and could possibly offer some insight?
    #Handlers

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    Egill Palsson
    Advania AB
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  • 2.  RE: Formatting text from a chatbot and inserting to ICWS chat

    GENESYS
    Posted 2 days ago
    Edited by Cole Callahan 2 days ago
    Hi Egill!

    Thanks for posting your question! @Chuck Rasmussen provides some insight in the first episode of the PureConnect Community Q&A Show!​ You can check it out here!

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    Cole Callahan
    Genesys - Employees
    Online Community Coordinator
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  • 3.  RE: Formatting text from a chatbot and inserting to ICWS chat

    Posted 2 days ago
    Thanks for the pointer Cole,

    Unfortunately, the answer has nothing to do with the question :)

    Piping the text to a Word document will not insert it automatically into the ICWS webchat. So the question still remains.

    Thanks for thinking of me and featuring my question in your segment :)

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    Egill Palsson
    Advania AB
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  • 4.  RE: Formatting text from a chatbot and inserting to ICWS chat

    GENESYS
    Posted yesterday
    Hi Egill,
    For each of the 4 chatbots we currently support (Lex, DialogFlow, Intelligent Automation, and Watson) there are configurations you can set so that when the chat session is transferred to an agent, the chat history is sent along with it. It should display the same way as if it were transferred from another agent.

    Please refer to our help documentation on which properties to set for your particular bot. https://help.genesys.com/cic/mergedProjects/wh_basl_connect/desktop/widgets_plugins_configuration.htm

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    Andy Kauffman
    Genesys - Employees
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  • 5.  RE: Formatting text from a chatbot and inserting to ICWS chat

    Posted yesterday
    Thanks a lot Andy,

    But my customer is using ICWS, original IC chat, not the widget and Since it has been heavily customized it is going to be difficult to transition over to the Widget style for now, but it is definitely something we are looking at.

    So I am thinking my only options are probably through the API somehow, and not the Handlers?

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    Egill Palsson
    Advania AB
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  • 6.  RE: Formatting text from a chatbot and inserting to ICWS chat

    GENESYS
    Posted yesterday
    We have some web chat APIs currently in preview that you can use. If you reference our Community Technology Preview documentation and take a look at the /icws/web-chat/start API method you should be able to populate the chatHistory parameter when you initiate a chat with an agent.

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    Andy Kauffman
    Genesys - Employees
    Director of Development - PureConnect Web Applications
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