Lucas1 | 2023-07-26 15:37:08 UTC | #1
Is it possible to execute a flow after an agent of a Web Messenger conversation has finished conversing with a customer?
The only solution I'm aware of at the moment is getting the agent to manually transfer the customer to a flow, but ideally I'd want the agent's process to remain as it currently is and the transfer to happen automatically.
Two use-cases for this that I'm investigating:
- At the end of a WM conversation the customer is asked whether they'd like the conversation's transcript emailed to them. This would ideally be a bot that asks for the customer's email address before calling our API to email the transcript that happens automatically at the end of all WM conversations.
- After a customer has talked to an agent offer an in-channel survey
Many thanks
John_Carnell | 2023-07-26 15:40:48 UTC | #2
Hi Lucas,
I think you could do a process automation trigger off the v2.detail.events.conversation.{id}.acw event. Take a look at this blueprint. That would guarantee that the agent has ended the conversation and would trigger a post call flow.
Thanks, John Carnell Director, Developer Engagement
Lucas1 | 2023-07-31 11:12:52 UTC | #3
Hi John,
Thank you for the blueprint, I'll take a look.
system | 2023-08-30 11:13:31 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: 21172