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  • 1.  Capture the values entered through forms in web messaging within the inbound message flow

    Posted 5 hours ago

    I am trying to capture the values entered through forms in web messaging within the inbound message flow so that they can be presented to the agent. However, while I can see the form values in the Interaction details, I am unable to capture them within the inbound message flow. 

    I attempted to capture the values in the initial task using Get Participant Data and store them in variables such as State.fullName / State.email, but no values are being captured.

    Am I approaching this incorrectly? What is the correct method to capture form values in this scenario?


    #ArchitectandDesign
    #DigitalChannels

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    Tibin Thomas
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  • 2.  RE: Capture the values entered through forms in web messaging within the inbound message flow

    Posted an hour ago

    If you want to pass data elements captured in an architect flow to the agent script - first declare them as input variable in the script

    image
    And then in your architect flow add a Setscreenpop data to map the architect (or participant data) values to the input variables in the script.
    image
    I hope this is what you are after.


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    Richard Robinson
    Senior Technical Account Manager
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    Original Message


  • 3.  RE: Capture the values entered through forms in web messaging within the inbound message flow

    Posted an hour ago

    Hi Richard,

    I understand your suggestion to send the captured details to the agent through Screen Pop. However, I'm unable to capture the details entered in the pre-chat form within the inbound message flow. Is there a way to achieve this? I can see these values reflected in the interaction report under Participant Data.



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    Tibin Thomas
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    Original Message


  • 4.  RE: Capture the values entered through forms in web messaging within the inbound message flow

    Posted an hour ago
    Edited by Phaneendra Avatapalli 11 minutes ago

    Hi Tibin,

    You could try handling this in the Digital Bot Flow instead. Before transferring to ACD, use Set Screen Pop to pass the form values to the agent.

    Also, make sure the attribute names match between what you set in the bot flow and what your agent script expects.

    We had a similar issue when we first implemented our digital bot a couple of years ago, and capturing the values in the bot flow helped us reliably pass them to the agent.

    This is likely because the values are captured during the interaction in the bot flow, rather than at the start of the inbound message flow.

    Hope this helps.



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    Phaneendra
    Technical Solutions Consultant
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    Original Message


  • 5.  RE: Capture the values entered through forms in web messaging within the inbound message flow

    Posted 7 seconds ago

    Hi Tibin,

    If you're trying to read the form fields directly in the inbound flow, that may not work.


    Get Participant Data is the preferred method and only works for data that was already written as participant data/custom attributes.

    So the better approach is:

    • if the form values are collected on the website, pass them in as custom attributes / participant data
    • then use Get Participant Data in the flow
    • then use Set Participant Data before sending to the agent in the script as indicated by @Richard Robinson



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    Josh Coyle
    Senior Professional Services Consultant
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    Original Message


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