Virtual agent api how to identify the user and also the bot who is answering

[Brisa]

Hello,

I configured the virtual agent api and I can see endpoint is good. However, I want to change the bot who is answering the calls.

I saw there is an option to send the property "nowBotId" on the payload to identify which bot should reply.

I have one configured to IT and another one to HR. I want the one from HR to answer but I'm unable to get this result. I tried passing as value the id from the live profile, bot user name, bot user id, portal id... what is the value I need to send? Is there a way to send information about the portal so the customization (greeting and etc... ) displays?,

Also, I'm sending the user information - id and email, but VA is not getting the user. Instead of sending a personalized greeting using user's name, VA is sending "undefined". What might be missing?

Tks in advance!

[Cuneyt Bozok]

Hi, can you help me out on the second question? I'm also trying to route the outbound rest to different endpoints depending on where the source is using the token or something else. 

1- I have copied the existing outbound rest

2- Created a new Provider Channel Identity ("sys_cs_provider_application") with the same name of the new rest outbound with Provider = "VA Bot to Bot Provider"

3- Created a message auth 

• hash_message_verification record
• "CustomTeamsBot" for the provider

4- Updated the new Provider record with the new Token

When I use the provider name in the post request body using the "appInboundId" parameter it responds :

{

"status": "failure",

"error": {

"detail": "",

"message": "Failed to add request to queue."

}

}

And when I check the logs I see that it says

Custom adapter request token is INVALID.

Thank you.

[Cuneyt Bozok]

Resolved it -- I was using a wrong token type, instead of token verification I have created hash verification lol, but thanks. Your comment helped me a lot to understand how it works. This should be included in documentation.

[Guilherme Mazie]

@Cuneyt , I'm trying to perform the same procedure to bind the user in the api call. but I couldn't get the result with the docs. you have a step of this token configuration to call in the api api/sn_va_as_service/bot/integration

[Brisa]

Thank you Murali.

Using token property binds the user.

I have two VA bots, one for ITSM and another one for HRSD. I'm trying to user property "nowBotId" but I'm not getting the correct bot answering. I would like to have the configuration made for ESC portal to be displayed through the API. Do you know how can I achieve this?

Regards

[Muralidharan BS · Accepted solution]

Hi Brisa,

How do you differentiate ITSM and HR, do you have separate greetings etc for HR? 

If so go to Custom greeting and setup > create new > under condition add 

devicetype starts with bot. 

Then add the greetings, rest of the setup topics below in the related list. 

if you are using the oob HR ESC experience below then add a or condition

if you are not using OOB hr ESC experience then just add devicetype and update all the topics in the related list same as HR. 

Thanks