Virtual Agent API - change greetings topic

Andr_1
Tera Expert

3 weeks ago - last edited 3 weeks ago

Hi everyone,

I’m facing an issue with the Virtual Agent API greetings

 

I have two Virtual Agent bots:

  • one for IT

  • one for HR

Each bot is configured for a different portal, and each one has its own Greeting topic configured.

When users access the Virtual Agent through the portals, the greetings work as expected. However, after installing and using the Virtual Agent API, whenever I start a conversation via the API (postman), it always uses the IT bot greeting.

 

What I’m trying to achieve is:

  • When starting a conversation via the API, the conversation should start with the HR greeting topic, not the IT one.

My question is:

  • Where can I configure or control which greeting the Virtual Agent API uses?

  • Is it possible to make the API follow the greeting topic of the HR bot instead of defaulting to the IT bot?

Any help or best practices would be greatly appreciated.

Thanks in advance! 

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lauri457
Tera Sage

3 weeks ago

The bot profile [sys_cs_context_profile] is selected based on the condition which has access to the context. See the [v_interaction_context] remote table and the contextVariables parameter in the api docs.

 

This is a sample context on an interaction, currently you are probably using the portal key to assign the bot profile you just need to add a condition for your integration and pass that information to the api via the context.

{
    "liveagent_portal": "esc",
    "stack": "no",
    "consumer_account_context": "esc",
    "nostack": "true",
    "liveagent_global_is_geolocation_permission_granted": "false",
    "language": "en",
    "devicetype": "mweb",
    "liveagent_stack": "no",
    "liveagent_branding_key": "ec_branding",
    "liveagent_page": "ec_home",
    "global_is_geolocation_permission_granted": "false",
    "portal": "esc",
    "requester_session_language": "en",
    "branding_key": "ec_branding",
    "liveagent_language": "en",
    "liveagent_url": "https://.service-now.com/esc",
    "liveagent_devicetimezone": "Australia/Sydney",
    "devicetimezone": "Australia/Sydney",
    "liveagent_live_agent_only": "false",
    "liveagent_consumer_account_context": "esc",
    "url": "https://.service-now.com/esc",
    "liveagent_requester_session_language": "en",
    "liveagent_devicetype": "mweb",
    "live_agent_only": "false",
    "page": "ec_home",
    "liveagent_nostack": "true",
    "_liveagent_handoff_msg": "Please stand by while I connect you to a live agent.",
    "_liveagent_handoff_error_msg": "There are no agents available at the moment.  Please try again later.",
    "_liveagent_disabled_msg": "There are no agents available at the moment.  Please try again later.",
    "liveagent_interaction_id": "1ab5f17b83a23210557ff0d6feaad3d9"
}

 

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