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10-15-2023 04:58 AM
Hello,
I have a requirement where there is a selection of static choice 'Select your preferred language' which contains the variables (English, French & Spanish) before connecting to live agent. Based on this selection of language I need to route to live agent.
Could please explain how this can be configured in Queue's???
Thanks in advance!!!
Solved! Go to Solution.
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10-15-2023 07:51 AM
@Delapan Follow below steps and it will work
1) Go to "Setting" under conversational interface application. Then click on "View all" button under "Context variables" section. It will list all the OOB variables.
2) Click on "New" button to create new context variable. Provide variable name as below and submit.
3) You might have created separate topic block to allow user to select the preferred language. In that flow, you need to set the above variable name as below
In the "Set language name" block is Script action utility block. Add below script
(function execute() {
if (vaInputs.select_preferred_language)
vaVars.LiveAgent_user_selected_language = vaInputs.select_preferred_language;
})()
4) Create three queues for English, French & Spanish then add below condition. In filter condition, under context fields, you will get "user_selected_language" variable.
If I could help you with your Query then, please hit the Thumb Icon and mark as Correct !!
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10-15-2023 06:08 AM
Hi @Delapan ,
Please take a look at the below thread it should help you.
Mark my answer helpful & accepted if it helps you with your requirement.
Thanks,
Danish
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10-15-2023 07:51 AM
@Delapan Follow below steps and it will work
1) Go to "Setting" under conversational interface application. Then click on "View all" button under "Context variables" section. It will list all the OOB variables.
2) Click on "New" button to create new context variable. Provide variable name as below and submit.
3) You might have created separate topic block to allow user to select the preferred language. In that flow, you need to set the above variable name as below
In the "Set language name" block is Script action utility block. Add below script
(function execute() {
if (vaInputs.select_preferred_language)
vaVars.LiveAgent_user_selected_language = vaInputs.select_preferred_language;
})()
4) Create three queues for English, French & Spanish then add below condition. In filter condition, under context fields, you will get "user_selected_language" variable.
If I could help you with your Query then, please hit the Thumb Icon and mark as Correct !!
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10-16-2023 03:05 AM
@Delapan If I could help you with your Query then, please hit the Thumb Icon and mark as Correct !!
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10-16-2023 04:09 AM
@SANDEEP28 it worked!!Thanks for the help.