How to use Digital Messaging Context Data/Private Data in Welcome message
Hi, we are trying to identify the customer when a new webchat session is created.
We would like to leverage on both Text/Create Work options for the welcome system response, using a property reference to a .Contact.FullName property, but i was not able to put in place a solution using Context Data.
Can anyone help me with some suggestions?
Regards,
Vince
***Edited by Moderator Marije to add Capability tags***
Pegasystems Inc.
GB
@Vicio.Pi I will check internally is an SME can help answer your question. Can you confirm which documentation you followed?
Accenture
IT
@MarijeSchillern Hi Marije, this is the documentation that i followed
https://docs-previous.pega.com/pega-customer-service-implementation-guide/87/digital-messaging
Many thanks!
Accenture
IT
@MarijeSchillern Hi Marije, any news on this?
Pegasystems Inc.
GB
@Vicio.Pi apologies for the delay. I'm still trying to get an SME to comment further. One suggestion I've seen is to ".. pass the auth/customer info via the private data api".
Can you test to see if that solves your problem?
Accenture
IT
@MarijeSchillern of course I will check if it works, however, I would like to know which are the rules that are used by the system to propagate the private data to the case and if there are others to propagate data also to command cases created by the chatbot.
Vince
Updated: 11 Apr 2023 10:45 EDT
Pegasystems Inc.
US
@Vicio.Pi Hi Vince. The private data is available on the interaction case page (pyInteractionCase.pyInboundMessage.pyMetadata.pyRequestDetails.pyCustomerPrivateData). Generally the easiest way to access and override the OOTB behavior it is through the pyPreProcess and pyPostProcess activities at the Work-Channel-Interaction-BotAgent class.
-Skye
Accenture
IT
@perrs Hi Skye, I am not using pyCustomerPrivateData but the pyContextData.
Maybe I have to clarify my purpose.
Our client is using the Legacy Webchat version and we have already deployed it two years ago. By upgrading to 8.7 and as the intention is to move to Digital Messaging, we have seen that there is no such a way to pass information like for the legacy webchat, by intercepting only one time the variables/values within the Data Transform SetContactContextWebChatBot.
In that case, we just needed to set the JS on client side and then to customize the DT in order to have all the values in the Interaction Case.
The same is not working for Digital Messaging webchat. It is hard to understand where the value will be available in the clipboard and when it can be used/passed to the Welcome case we create when a customer starts the chat. Is there any other hint/guidance you can suggest us?
Updated: 23 May 2023 2:38 EDT
Forvandle
IN
@Vicio.Pi Hi Vince, you can map fields on to pyInteractionCase from pyInteractionCase.pyInboundMessage.pyMetadata.pyRequestDetails.pyContextData using pyDefault data transform in PegaCA-Work-Interaction-VA-BotAgent class or in your custom BotAgent class.
update: I've tried this mapping the context fields onto pyInteractionCase page and used those fields in Welcome Response. PFA and let me know if this doesn't work for you.
Thanks,
Swaroop Reddy