In the AWA queue, is it possible to put a variable in the initial agent response?

[Dalto Roberto]

Hi,

In the AWA queue, is it possible to put a variable in the initial agent response?
I would like to put the Agent's name and the Customer's name, like this:
"Hi {CustomerName}! My name is {AgentName}, how can I help you?"

If not, is there any other way to include this custom phrase in the chat service after distributing the AWA in the queue?

[Ratnakar7]

Hi @Dalto Roberto ,

You can add the dynamic greeting message in "Start Segment Properties" of Live Agent Support topic, like below:

Thanks,

Ratnakar

[Keszia]

I have tried doing this but it doesn't seem to work, it still shows the set/original/static initial transfer message. I had to duplicate the OOTB "Live Agent Support" topic and a new Setup Topic NLU Model as well. I wish it was as simple as creating/setting a system message in the Conversational Interfaces area which does have dynamic values.

There is every possibility that how our instance has been configured is causing an issue here, but I am not a developer so can't be certain.

[Ratnakar7]

Hi @Dalto Roberto ,

If my response helps you to resolve the issue, then please close this question by Accepting solution. From Correct answers others will get benefited in future.

Thanks,

Ratnakar

[Dalto Roberto]

Hi @Ratnakar7 

Thank you for your answer, but what I need is to customize the message after the Chat is directed to the Agent.
I need an automatic message that triggers by the Agent containing the Agent's name and the client's name, but I will only know the Agent's name after he accepts the chat distribution via AWA.
After the Agent accepts, I would like to send an automatic message like this:
"Hi {CustomerName}! My name is {AgentName}, how can I help you?"