Section: Settings related to PURE CLOUD chat service - Genesys Cloud - Technical
Implementation
Select the connection to use: A list field where you must specify the type of chat engine to which the interaction will be transferred. In this case, select PURE_CLOUD from the dropdown list.
Enable context transfer: Enabling this option allows the customer’s conversation history to be sent to the agent, including context from other channels.
A list to remove HTML tags when Lynn generates a dialog report in Elasticsearch: Defines a list of HTML tags to remove when Lynn generates a report in Elasticsearch.
An expression to indicate the transfer to the group message: Allows defining the message that the customer will see when the conversation is transferred to the agent.
Chat client ID: Field where you must enter the unique chat configuration ID obtained from Genesys Cloud. If a previously created connection was selected, this field will already have the required information.
Chat service password: Field where you must enter the chat configuration password obtained from Genesys Cloud. For security reasons, even if you selected a previously created connection, you must re-enter the password.
Chat service implementation: Field where you must enter the name of the implementation service obtained from Genesys Cloud. If a previously created connection was selected, this field will already have the list of services associated with the configured connection.
Chat service queue: Field where you must enter the name of the service queue obtained from Genesys Cloud. If a previously created connection was selected, this field will already have the list of service queues associated with the configured connection.
Organization region: Field that allows you to select the region provided by your PureCloud provider. It is important that this field matches the configuration, as an error in this field will prevent agents from logging in.
How the historical information will be sent: A list field that allows you to select how historical context will be delivered to Genesys Cloud. The options are:
- Message: Sent message by message, meaning each historical dialog is sent as an individual message.
- URL: A URL relative to Lynn is sent to view the historical information.
- Attached: A text file attachment is sent.
- Attached and URL: Both an attachment and a URL relative to Lynn are sent.
- Raw Insert: All the history is sent in one message.
An expression to indicate the agent connection message: Allows entering an expression that can include entities or variables to provide more transparency to the customer during the agent’s response.
What the customer sees: From now on, you are online with Luis Urbina, who will address your requirements.
An expression to notify the agent that their file was sent: Field that allows entering an expression to notify the agent of the successful file transmission to the customer.
Restart idle time when the agent writes: Field that allows selecting whether the idle time will restart when the agent resumes responding in the chat.
An expression to define the idle timeout warning message: Allows entering a message to notify the agent of the chat closing due to inactivity.
Example: 120 -----> This will correspond to 120 seconds, meaning 2 minutes.
An expression to define the chat closing due to inactivity message: Allows entering a message that will notify the agent about the chat closing due to inactivity.
Entity mapping for the executive interface in each interaction: Allows entering the names of created entities, enabling the agent to review their content.
Expression to define whether a ping will be sent after 15 minutes of inactivity: Allows defining whether or not a message will be sent to the customer after 15 minutes of inactivity.
Expression to define the message to send after 15 minutes of inactivity: Allows entering a message to be sent to the customer as an inactivity warning.
Value to define whether an external contact will be created: Boolean field. If set to True, it indicates the creation/update of external contacts in PureCloud. If set to False, it will not be considered, even if the fields contain information.
Schema ID to send additional data: String field where you must enter the GUID of the schema created in PureCloud.
Schema version to send additional data: String field where you must enter the version of the schema created in PureCloud.
Contact’s first name: Field where you must enter the contact’s first name. This field is required to create the contact.
Contact’s middle name: Field where you must enter the contact’s middle name.
Contact’s last name: Field where you must enter the contact’s last name.
Contact’s work phone number: Field where you must enter the contact’s work phone number.
Contact’s phone number: Field where you must enter the contact’s personal phone number.
Contact’s corporate email: Field where you must enter the contact’s corporate email.
Contact’s personal email: Field where you must enter the contact’s personal email.
Contact’s address: Field where you must enter the contact’s address.
Contact’s Twitter ID: Field where you must enter the contact’s Twitter ID.
Contact’s Twitter username: Field where you must enter the contact’s Twitter username.
Contact’s Facebook ID: Field where you must enter the contact’s Facebook ID.
Contact’s Facebook username: Field where you must enter the contact’s Facebook username.
Additional contact data: Dynamic inputs (key/value) of type String to add additional data according to the created schema and its fields.
Example:
For more details on additional configurations, consult the working hours settings HERE and the queue waiting time configuration HERE.
Example of implementation
| Field | Value |
|---|---|
| Name | TestPureCloud |
| Select the connection to use: | "PURE_CLOUD" |
| Enable context transfer: | Yes |
| An expression to indicate the transfer to the group message: | 'Transferring to the TEST queue' |
| Chat client ID: | 0ba3dec3-aebc-4933-9580-469c080cxxxx |
| Chat service password: | fquLwzHtKpc5ozsH16GlWT_4kZ6KBnLzAkCtYvbxxxx |
| Chat service implementation: | 5d2798bf-3c89-4c8b-b72f-d84e256xxxx |
| Chat service queue: | Econtact_Demo123 |
| Organization region: | us_east_1 |
| How the historical information will be sent: | Raw Insert |
| An expression to indicate the agent connection message: | if(AgentNameVariable != 'AGENT') { return 'You are now online with ' + AgentNameVariable + ' who will handle your request.'; } else { return ''; } |
| An expression to notify the agent that their file was sent: | "The file has been successfully sent to the customer" |
| Restart idle time when the agent writes: | No |
| Entity mapping for each interaction: | @SESSION_ID @USER_NAME rut_usuario |
| Value to define if an external contact will be created: | Yes |
| Schema ID for sending additional data: | '9461XXXX-6130-XXXX-XXXX-b8cXXXXXXXXX' |
| Schema version for sending additional data: | '3' |
| Contact’s first name: | 'Diego' |
| Contact’s middle name: | 'Juan' |
| Contact’s last name: | 'Juan Perez' |
| Contact’s work phone number: | '56999999999' |
| Contact’s phone number: | '56999999999' |
| Contact’s corporate email: | 'test@e-contact.cl' |
| Contact’s personal email: | 'test@gmail.com' |
| Contact’s address: | 'Amunategui 232' |