LWSChad | 2022-05-03 09:05:54 UTC | #1
Hello, I am working on a web messaging application using the guest API.
In web chat we use the skills attribute.
I have been unable to find any documentation on the skills attribute for web messaging.
Is using customAttributes the way to achieve this? If so, then the question I have is how do we leverage these custom attributes for an agent in a session? Or are they only available in reporting?
Thank you CHAD
chad.hansen | 2022-05-03 12:53:50 UTC | #2
Hi Chad,
Custom Attributes in web messaging can be surfaced to the agent in one of two ways - 1) Using a script with custom variables, where the variable names match the attribute names. 2) Using the Conversation Details panel (in Beta right now for this use case). This would require using your Architect flow to get the custom attributes and then set them to the Conversation Details configurable fields.
If you are interested in using the 2nd method, shoot me a note at Chad.Hansen@Genesys.com and I can get you connected to the right team!
Thanks, Chad
Jerome.Saint-Marc | 2022-05-03 12:58:55 UTC | #3
Hello,
You can also retrieve the custom attributes from your Architect Inbound Message flow, with a "Get Participant Data" block. In the "Get Participant Data" block, the "Attribute Name" field just need to have the same name than your custom attribute. In the link you posted, that would mean using "department", "device", "property_type" as Attribute Names in the Get Participant Data block.
Regards,
system | 2022-06-02 12:59:12 UTC | #4
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