Hello,
1) In order to display Email, Subject and custom fields (let's say "myCustomData" = "12345678") in a "Contact Center - Script", you need to do the following:
Declare/Add a variable (Type = String) in your script:
For Email: Name=email with Input toggle enabled (Input = Yes)
For Subject: Name=subject with Input toggle enabled (Input = Yes)
For your custom field: Name=<your custom field keyname as defined in widgets> with Input toggle enabled (Input = Yes)
Ex: sent with key "myCustomData" from the widgets - Name=myCustomData with Input toggle enabled (Input = Yes)
You can then display them in a Text field with value = {{email}} or {{subject} or {{myCustomData}}
2) Firstname and Lastname
The Widgets Firstname and Lastname are directly available via the Chat Built-In Variables: {{Chat.Customer First Name}} and {{Chat.Customer Last Name}}
You can also retrieve them with the method defined in Step 1 (Custom Input variable) using "firstName" and "lastName" as the variable Names.
3) Sending other info:
If you want to send custom information (from Widgets) that will automatically populate the Script Chat Built-In variables, here is the mapping between the custom field keyname (to use on Widgets side) and the Script Built-In variable:
"phoneNumber" keyname maps with {{Chat.Customer Phone Number}}
"phoneType" keyname maps with {{Chat.Customer Phone Type}}
"customerId" keyname maps with {{Chat.Customer ID}}
"addressStreet" keyname maps with {{Chat.Customer Street}}
"addressCity" keyname maps with {{Chat.Customer City}}
"addressPostalCode" keyname maps with {{Chat.Customer Postal Code}}
"addressState" keyname maps with {{Chat.Customer State}}
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Jerome St Marc
Genesys - Employees
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Original Message:
Sent: 09-26-2019 23:09
From: Kymberli O'Hagan
Subject: Webchat Interaction - Script Panel
Within our organization we have implemented Webchat with Widget Version 2.0, we now want to have a script display for our agents to inform them of some additional information entered by the member who initiates the chat.
The information asked for that is built into the widget is Firstname, Lastname, Email and Subject line - within the Script tool there is no variable for subject, so this information does not display. We have tried creating new - with no success.
We have tried to add custom fields - again this information will not come forward within the Script Panel.
Any additional resources would be appreciated to get this working within our org.
Thanks!
#Unsure/Other
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Kymberli O'Hagan
Product Owner, Omni-Channel
Alberta Motor Association
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