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Architect variables Returned by Bot - How to take push the content of these variables to an agent who accepts the chat?

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  • 1.  Architect variables Returned by Bot - How to take push the content of these variables to an agent who accepts the chat?

    Posted 12-06-2022 15:46
    No replies, thread closed.
    Per the Genesys CX documentation:

    Live Agent Handoff Metadata

    Maps values returned from Google Cloud Dialogflow CX back to Architect variables. These values are derived from a "Live agent handoff" fulfillment payload that you specify in the Google Cloud Dialogflow CX agent. The Live agent handoff fulfillment payload must be a JSON object. The Key Names are the names of the keys in the JSON object. For more information, see Live agent handoff in the Google Cloud Dialogflow CX documentation.

    How would I then take the content of these Architect Variables and pass them into the Agent UI once they accept the agent handoff, to provide the agent insight into what transpired with the bot before helping the customer? 


    What tool(s) in the Architect Toolbox would I use to pass these into the Transfer to ACD Action and how would they be rendered to the agent for viewing?


    #ConversationalAI(Bots,AgentAssist,etc.)

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    Alan Klein
    Cresta
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  • 2.  RE: Architect variables Returned by Bot - How to take push the content of these variables to an agent who accepts the chat?

    Posted 12-06-2022 15:53
    No replies, thread closed.

    Make input variables in your agent script for them.

    https://help.mypurecloud.com/articles/about-scripting/

    https://help.mypurecloud.com/articles/set-screen-pop-action/



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    Melissa Bailey
    Genesys - Employees
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