The WhatsApp integration implements a standardized livechat handover flow to CM.com's Conversational AI Cloud.
Prerequisites
The livechat handover flow requires the following content to be present in the project culture:
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Livechat addition, boolean value
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Pre-chat event, should trigger a transactional dialog
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Optional - skill addition, string value
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Optional - mscWebstore addition, string value
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Optional - mscChannel addition, string value
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Optional - agentStatus context variable, values offline/online
Conversational Flow
The livechat handover flow will work as follows:
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The livechat handover flow is triggered whenever an answer contains the output addition livechat with a value of true
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If a skill-based handover is required, make sure to add the output addition skill with the value set to the routing skill together with the livechat output addition.
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Conversational AI Cloud will do a presence check to determine if an agent is available:
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Conversational AI Cloud will trigger the pre-chat event
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The pre-chat event is required to trigger a transactional dialog
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The customer can ask the user any number of questions as part of the livechat intake in order to assist the agent
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When the transactional dialog that was started by the prechat event is finished a handover will be done to Mobile Service Cloud:
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The Routing Keywords (skill-based routing) is set to the value of the skill output addition
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The Webstore Referrer is set to the value of the mscWebstore output addition
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If the mscWebstore addition was left empty, URL based routing will be performed based on the URL of the end-user
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After the handover is complete, the conversation with the end-user will be picked up by an agent in Mobile Service Cloud and Conversational AI Cloud will no longer receive any interactions for the duration of the end-users session.
A few things to keep in mind when working with WhatsApp's standardized Mobile Service Cloud integration:
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Once a conversation has gone through a handover, the end-user can no longer interact with Conversational AI Cloud for the remainder of the end-users session (24 hours of inactivity)
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If any part of the livechat handover flow fails, the handover will not be triggered, and the end-user will continue the conversation with Conversational AI Cloud.