David_Hawken | 2021-12-22 16:21:22 UTC | #1
Is there a way to have an intent from a bot flow show in a script for our agent? To set the scene, we ask a customer what browser they are using via an Ask for Intent. Based on their answer, we're then providing some self-help and follow that up by asking if we've resolved their issue. If they say no, this will come to an agent. I want a way to show the agent which intent they followed in a script.
This may be quite basic, sorry. I haven't done much with scripts yet! Thanks for any help :slight_smile:
John_Carnell | 2021-12-22 19:39:46 UTC | #2
Hi David,
I think the easiest approach would be to store the intent that came from your bot flow into a participant attribute. Then in your script you could lookup the participant attributes for the conversation and use it in your script. Here is a resource center article that would help.
Thanks, John Carnell Manager, Developer Engagement
system | 2022-01-22 19:40:36 UTC | #3
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