Jaime_Perez | 2021-11-04 15:51:06 UTC | #1
Hi,
I am using the Get EWT Data action to provide EWT before a chat v2 sends interaction into the queue. The data action works fine but I need help changing the language. Is there a way to set the language so that it knows to present it correctly?
Example:
I need to convert the return values in French and Spanish
Jerome.Saint-Marc | 2021-11-04 16:21:02 UTC | #2
Hello,
In your Architect Inbound Chat flow, you would have to set the language using the Set Language action.
First define/add the possible languages in the "Settings - Supported Languages". Then, in your Architect flow, invoke the Set Language action (in Toolbox - Flow submenu) with French or Spanish. You can then convert your variable of type Duration to text/string with ToDisplayString(State.ewtduration).
In spanish, it will be: 1 minuto y 17 segundos In french, it will be: 1 minute et 17 secondes
Regards,
Jaime_Perez | 2021-11-04 16:43:10 UTC | #3
@Jerome.Saint-Marc you the man! Thank you, Sir. That worked. :)
Jaime_Perez | 2021-11-04 18:04:24 UTC | #4
@Jerome.Saint-Marc,
Quick question, is there a way to pull the Agent's name to let the chatter know who they will be connected to? Similar to how I am sending the EWT I would like to let them know who they will be chatting with.
Jerome.Saint-Marc | 2021-11-05 15:20:53 UTC | #5
Hello,
I don't think you can do this with Architect flow and Data Actions only. When you invoke the EWT Data Action, as it is done in the Architect flow, you are not even in the Queue yet (from conversation lifecycle perspective). So you would not be able to retrieve the agent's name before the chat has even been put into the ACD Queue (and therefore before the agent is selected). And there is no parameter on the Transfer to ACD action (for Chat) which allows to specify a string to be automatically sent back to customer before the chat is connected to the agent.
You can possibly request a new feature and share your use case at https://genesyscloud.ideas.aha.io/ and allow others to vote it up.
Regards,
Jaime_Perez | 2021-11-05 16:38:38 UTC | #6
Hi, got it, Jerome. I thought that was the case but I figured I would at least check. I appreciate the response. Have a great weekend!
system | 2021-12-06 16:38:46 UTC | #7
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