When the message is in an in-queue flow it doesn't know the name of the agent it will be going to generally (Unless you're using preferred agent routing and can define that pre that message)
I do have a plugin that does the automatic greeting to a customer once connected to an agent, which sends a custom message upon connection eg. Welcome to BUSINESS, you're speaking with Lawrence. How can I help?
This solved the quiet parking/instant engagement piece - is that the purpose?
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Lawrence Drayton
Prvidr Pty Ltd
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Original Message:
Sent: 06-27-2024 13:16
From: Erin Nicholson
Subject: What variable do you use for the agent's name who a web message has been routed to?
I'm trying to configure a greeting message in my web messaging in queue flow that includes the agents' name, but I cannot for the life of me figure out how to go out about this? Any insights are helpful!
Thanks so much.
Erin
#ArchitectureandDesign
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Erin Nicholson
Coca-Cola Canada Bottling Limited
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