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How to collect User name, email and intent from the Customer and pass it to agent

  • 1.  How to collect User name, email and intent from the Customer and pass it to agent

    Posted 06-05-2025 18:38

    Karthik_Ageer | 2024-11-13 11:29:38 UTC | #1

    Hi Experts,

    We are planning to implement the Web Messaging chat widget, and we would like to gather some initial information before routing interactions to an agent. Specifically, we want users to enter their name, email address, and order number in a form when they open the chat window. How can we set up this functionality?

    Thanks, Karthik

    Angelo_Cicchitto | 2024-11-13 13:36:13 UTC | #2

    Rich Media Forms are considered for 2025 roadmap, see this Idea > https://genesyscloud.ideas.aha.io/ideas/DIG-I-999 For now we'd recommend to either:

    1. Use Digital Bot Flows to capture individual attributes, or
    2. Build your own form on the web-page and pass data as Custom Attributes when messaging starts: this can be retrieved in Architect as Participant Data

    Karthik_Ageer | 2024-11-14 11:39:10 UTC | #3

    Hi Angelo,

    Thank you for your reply. I have tried using the below command but it did not set the Name, email or Intent details to the participant data. I am new to JavaScript programming, I am not sure what i am missing. If you could please provide me a sample script that shows how to use Database Plugin that will help.

    Genesys("command", "Database.set", { messaging: { customAttributes: { Name: name, email: email, customerIntent: intent }, }, }, function(data){ console.log("Data is set" )/* fulfilled, returns data /}, function(){ console.log("Data set FAILED" )/ rejected */ });

    Thanks, Karthik

    system | 2024-12-14 11:39:16 UTC | #4

    This topic was automatically closed 30 days after the last reply. New replies are no longer allowed.

    This post was migrated from the old Developer Forum.

    ref: 30356



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