Validate Chat Open Messaging

Element Name: Validate Chat Open Messaging

Category: Call Center

Description: Validate if the last interaction is a chat.

Functionality: Verify if the entering customer has previously been in an Open Message chat interaction and if it is still active.

For its configuration, please consider the following parameters:

Configuration Fields for Validate Chat Open Messaging Action

[Name]: A unique configuration box descriptor for identification purposes within the workflow.

[Identify the action that contains the transfer to the executive.]: An optional field corresponding to a dropdown list where you must select the specific action entity you want to monitor.

[Expression containing Validation Time in hours.]: An Integer Expression field where you must enter the time in hours or the corresponding entity that stores the amount of time to validate that the chat type is Open Message.

[The name of the entity where the result obtained from an expression will be stored.]: A string expression field in which you should enter the name of the entity where the ID of the Open Message interaction will be stored.

Implementation Example

-- Prerequisite:

Create a result entity 'The variable value is: ' + 'ValidateChat'

-- Input:

[Name]: ValidateChat

[Identify the action that contains the transfer to the executive.] --

[Expression containing Validation Time in hours.]: 2

[The name of the entity where the result obtained from an expression will be stored.]: 'ValidateChat'

-- Result:

The value of the entity 'ValidateChat' will be printed, for example:

The variable value is: 3456XXX