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Identify responses to agentless messages (WhatsApp)

  • 1.  Identify responses to agentless messages (WhatsApp)

    Posted 09-30-2022 20:21
    Hello everyone

    I am trying to identify a client's response to an agentless outgoing message, in order to route to specific queues or agents.
    The sending of messages is done with the API mentioned in this article.
    https://help.mypurecloud.com/articles/agentless-whatsapp-notifications/

    Sometimes I call this API from an Inbound call flow or from a web page.

    We are doing this in order not to show the customer the same Bot or the same options that are presented to a customer when they start the conversation.

    Thanks for your help.

    Regards,
    #ArchitectureandDesign
    #ConversationalAI(Bots,AgentAssist,etc.)
    #DigitalChannels
    #Integrations
    #Routing(ACD/IVR)

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    JUAN CARLOS CRUZ
    Information Systems Sudamericana S.A.
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