Use the chat module to route an incoming chat to either a bot (system chat) or to an agent.

Message Properties

Display Name

Description

System Chat (true) or Agent Chat (false)

(default true)

  • System Chat:  customer chats with a bot
  • Agent Chat:  customer chats with a live agent 
Variable to store the inbound chat message

The variable inbound_chat_message is automatically created within the contact flow once a chat module is added and saved. It stores any message the customer creates.

{"name":"inbound_chat_message",

"default_value":"",

"store_field":"",

"tts_type":"alpha_numeric",

"callflow_variable":true,

"source":"callflow"}

Variable storing the outbound chat message

The variable outbound_chat_message stores the text that the consumer receives either through the bot or the agent.

{"name":"outbound_chat_message",

"default_value":"",

"store_field":"",

"tts_type":"alpha_numeric",

"callflow_variable":true,

"source":"callflow"} 

System Participant Name

This is the display name that shows either when a bot is configured to chat or when an automated reply is sent while connecting to an agent.

Initial Auto Response MessageThe message that the consumer receives on initial connect.  Example: "Please wait while we connect to the agent."
Timeout for Chat Session in secondsChat session termination timeout if no messages are received or sent within the specified time. Default value: 360 seconds. (This value does NOT determine when an ongoing chat times out.)

Connectors

For information on the module connectors, see Understanding Connectors.