Hi devs.
I have a customer requesting to present knowledge articles in the messenger widget from a web based search field.
The website has a search input. The search term is entered and the search button is pressed. The searchQuery is passed into the customAttributes of the widget snippet, like this:
Genesys("command", "Database.set", {
messaging: {
customAttributes: {
searchQuery: query,
name: "customer name",
source: "web search"
}
}
});
The interaction is received in the Inbound Messenger Flow and the first action block is the Digital Bot Flow.
The digital bot flow has a Wait for Input action with an attached Knowledge base configured. In the participant data, I can see the searchQuery and the content. How do I do a knowledge lookup on the content of the searchQuery?
This article talks about handling knowledge using a custom task, but I cannot find a way of handling the initial input from the searchQuery:
Control knowledge behavior in your voice or digital bot flow - Genesys Cloud Resource Center
#WebMessaging------------------------------
Vernon van Dam
Technical Consultant
NTT Australia Pty Ltd.
Australia
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