Custom Initial Response Live Agent Chat

[ctsmith]

I'm implementing a live agent chat through Advanced Work Assignment.  I have the queue working.  There's the option for a custom "initial reponse."  Is there anyway to add scripted dynamic values here?

E.g.:

Thanks!

[Ashutosh Munot1 · Accepted solution]

Hi,

This can be done in flow which is used to start live agent session.

We have added message there as well:

Thanks,
Ashutosh

[ctsmith]

Ah, right, Flow Designer.  Thanks!

[Reid1]

You can make this more dynamic so you don't need to create or edit topics.

There's a business rule on the interaction table named > Interaction - "Assigned to" changes

At line 85 there's the following code that gets the value from the 'Initial agent response:' field of the Queue

var initAgentResponse = sn_interaction_awa.MessageLocalization.getLocalizedAgentMessage('awa_queue', 'initial_agent_response', workItemGR.queue.initial_agent_response, language);

You could add something like this after that line:

initAgentResponse = initAgentResponse.replace('${user}', current.opened_by.getDisplayValue());

initAgentResponse = initAgentResponse.replace('${agent}', current.assigned_to.getDisplayValue());

-See screenshot

In your AWA Queue, you can enter something like:

Hi ${user}, I'm ${agent}. Thank you for contacting support. I'll be right with you.