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Problem Statement: I would like to send an automated greeting message to customer as soon as the agent joins the chat, just before starting a communication with a customer. As I know there is OOB feature to do this, I am trying to achieve this with different approaches. Hence, I need one assistance from you.

Approach: 

• Trigger a workflow on event "v2.detail.events.conversation.{id}.user.start".
• In the workflow, I want to send the outbound message with the API /api/v2/conversations/messages/{conversationId}/communications/{communicationId}/messages. I initiated a test chat, accepted it and tried this API to send the message from API Explorer. It worked as per expectation. But when I tried to do the same with a Data Action it is throwing below error.

Error Details: REST call for action execute failed. Message: Request to backend service failed. Response from web service: {"message":"This request requires a user context. Client credentials cannot be used for requests to this resource.","code":"bad.request","status":400,"contextId":"d1d186e9-e347-4cb3-afba-d2435d987d23","details":[],"errors":[]} [214e64f2-078d-4c13-bc97-3985f4ec4ce8]

Please suggest some way to solve the problem.

Hello,

You can't send messages via Data Actions since they require user context.

You would need to create a webapp (embedded into a script or as a widget) that logins as the agent which can then send a greeting message when the agent answers.

Problem Statement: I would like to send an automated greeting message to customer as soon as the agent joins the chat, just before starting a communication with a customer. As I know there is OOB feature to do this, I am trying to achieve this with different approaches. Hence, I need one assistance from you.

Approach: 

• Trigger a workflow on event "v2.detail.events.conversation.{id}.user.start".
• In the workflow, I want to send the outbound message with the API /api/v2/conversations/messages/{conversationId}/communications/{communicationId}/messages. I initiated a test chat, accepted it and tried this API to send the message from API Explorer. It worked as per expectation. But when I tried to do the same with a Data Action it is throwing below error.

Error Details: REST call for action execute failed. Message: Request to backend service failed. Response from web service: {"message":"This request requires a user context. Client credentials cannot be used for requests to this resource.","code":"bad.request","status":400,"contextId":"d1d186e9-e347-4cb3-afba-d2435d987d23","details":[],"errors":[]} [214e64f2-078d-4c13-bc97-3985f4ec4ce8]

Please suggest some way to solve the problem.

Hi Jan,

I am thinking whether it is possible to send the message from Embedded Framework where agents take chat/call. With that user's credential if we call the API to send message in that session it would be resolved. Is it possible?

Regards,

Subhajit Podder

Hello,

You can't send messages via Data Actions since they require user context.

You would need to create a webapp (embedded into a script or as a widget) that logins as the agent which can then send a greeting message when the agent answers.

Problem Statement: I would like to send an automated greeting message to customer as soon as the agent joins the chat, just before starting a communication with a customer. As I know there is OOB feature to do this, I am trying to achieve this with different approaches. Hence, I need one assistance from you.

Approach: 

• Trigger a workflow on event "v2.detail.events.conversation.{id}.user.start".
• In the workflow, I want to send the outbound message with the API /api/v2/conversations/messages/{conversationId}/communications/{communicationId}/messages. I initiated a test chat, accepted it and tried this API to send the message from API Explorer. It worked as per expectation. But when I tried to do the same with a Data Action it is throwing below error.

Error Details: REST call for action execute failed. Message: Request to backend service failed. Response from web service: {"message":"This request requires a user context. Client credentials cannot be used for requests to this resource.","code":"bad.request","status":400,"contextId":"d1d186e9-e347-4cb3-afba-d2435d987d23","details":[],"errors":[]} [214e64f2-078d-4c13-bc97-3985f4ec4ce8]

Please suggest some way to solve the problem.