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What variable do you use for the agent's name who a web message has been routed to?

  • 1.  What variable do you use for the agent's name who a web message has been routed to?

    Posted 2 days ago

    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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  • 2.  RE: What variable do you use for the agent's name who a web message has been routed to?

    Top 25 Contributor
    Posted 10 hours ago

    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


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