Policy Automation for B2C Service

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Topic

    Steven Robert
    Chatbot and Service Cloud ConnectorAnswered
    Topic posted May 21, 2019 by Steven RobertBlue Ribbon: 750+ Points 
    65 Views, 5 Comments
    Title:
    Chatbot and Service Cloud Connector
    Summary:
    Can Contact mapping utilised in Chatbot
    Content:

    Hi all

    We would like to deploy a simple OPA chatbot API interface (not utilising Virtual Agent or other platform) for Service Cloud Contacts.

    We can do this with an Anonymous data connection (e.g. create Incident on Submit for anonymous user).

    Would like to do so using logged in Contact and do not want to re-build the OPA/Service Cloud connection.

    Is it possible to leverage the init_id of the 'logged in contact' in any way other than the OPA Widget? For example, can we build a custom widget that serves up a Chat UI?

     

     

     

    Best Comment

    Andrew Barry

    Steven,

    yes, contact mapping can be utilised. The init_id would need to be passed to the OPA JSON Chat API as part of starting the chat session and all existing mappings should work as expected.

    Andrew

    Comment

     

    • Andrew Barry

      Steven,

      yes, contact mapping can be utilised. The init_id would need to be passed to the OPA JSON Chat API as part of starting the chat session and all existing mappings should work as expected.

      Andrew

    • Andrew Barry

      Steven,

      just to add to the previous comment - while "init_id" is the parameter specified in the widget, the actual param needed to be configured for the OPA JSON Chat API is "initID", at least for a service cloud connection.

      Regards

      Andrew

    • Steven Robert

      Thanks Andrew - we'll give it a go and report back

      • Andrew Barry

        I had a bit more of a look into this and you will also need to provide a "user" parameter which is a token that asserts the identity of the logged in contact.

        This token is normally generated by the customer portal widget - which raises the question of how you can generate this token.

        Was your custom widget also going to be running in the context of customer portal?