Genesys Cloud - Main

I already have a digital bot flow running and integrated with whastapp, I would like to add an automatic message when the interaction goes to ACD and the agent acept the interaction automatically the client receive a message saying  " hello my name is {agent´s name } and I will  you to hep you today

#ArchitectandDesign
#ConversationalAI(Bots,VirtualAgent,etc.)

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Santiago Montoya
NA
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Hi, Santiago

I could be wrong, but I don't believe there isn't a simple way to do this.

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Kaio Oliveira
GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.
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Hi Santiago,

You could look at two options here:

Option 1 - Simpler approach: Canned Response

Agents can use a canned response after accepting the WhatsApp interaction, for example:

Hi, my name is {{AGENT_ALIAS}}, please give me a moment while I look into your request.

This is easier because the agent can just click and send it, without needing a workflow/API automation.

Option 2 - Fully automated approach 

You may be able to use the trigger:

v2.detail.events.conversation.{id}.user.start

Filter for:

mediaType == "MESSAGE"
messageType == "WHATSAPP"
userId is not empty (so select userId operator - exsists)
queueId == your required queue

The event already provides conversationId and userId, so the workflow could use those values, get the agent name, optionally confirm the agent participant is connected, and then send the greeting back using the messaging conversation API.

I haven't tested the automated option end-to-end myself, but based on the event schema and similar discussions around getting the agent name, it should be possible.

Hope this helps.

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Phaneendra
Technical Solutions Consultant
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