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

Brisa · ‎02-24-2022

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!

Muralidharan BS · ‎02-25-2022

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

View solution in original post

Brisa · ‎02-25-2022

Great Murali.

Really appreciate your help!

Muralidharan BS · ‎02-25-2022

you've welcome 🙂

tajanesagar842 · ‎05-06-2022

Hello Murali,

I am facing an issue with virtual agent api, Connection is successful form postman. but getting below log how to fix this issue. Please if you could help me on this.

Payload :

{{
"requestId": "322bas2be70-sadsa-we32-3eq2-1231ra9",
"token": "ABCDEF",
"botToBot": true,
"clientSessionId": "",
"silentMessage": false,
"message":{
"text": "Live Agent Support.",
"typed": true
},
"userId": "beth.anglin",
"emailId": "beth.anglin@example.com",
"timestamp": 1588824102,
"timezone": "America/New_York"
} }"

Getting below log:

Flow Designer output {"requestId":"422bas2be70-sadsa-we32-3eq2-1231ra9","clientSessionId":"","message":{"text":"Live Agent Support.","typed":true},"userId":"beth.anglin","body":[{"uiType":"ActionMsg","actionType":"SubscribeToSupportQueue","supportQueue":"{@type=InteractionQueue, external=false, active=false, averageWaitTime=, numericAverageWaitTime=0, type=interaction, queueAmbChannel=/cs/support_queue/c3lzX2lkPW51bGw=}"}],"score":1}

Thanks and Regards,

Sagar

Rahul Kumar3 · ‎01-09-2023

Hi @tajanesagar842 ,

This does not look like an issue to me. Looking at the payload seems like you are trying to connect to Live Agent Support.
The log that you shared indicates that the chat request was routed to an agent and Agent still has to accept the request.

Can you please let me know, what problem are you facing?