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Topic

    Sandra Cantor
    Chat conversation from Intelligent Bot and Oracle Service...
    Topic posted September 24, 2019 by Sandra CantorGreen Ribbon: 100+ Points, tagged Bots 
    27 Views, 1 Comment
    Title:
    Chat conversation from Intelligent Bot and Oracle Service Cloud
    Summary:
    Pass conversation history to live agent in Oracle Service Cloud
    Content:

    Hello,

    We have implemented an Intelligent bot and at some point we pass the conversation to a live agent. We have activated the box to send the conversation history. At that point, the agent receives the entire history of the conversation.

    Once the conversation with the live agent ends, if the client continues the conversation inside the bot and again requests to pass to a live agent, the conversation history received by the second agent contains absolutely the entire conversation and not only the part since he returned from chatting with the first agent.

    Is it possible to control this? That is, if in the same conversation with the Bot, a client chat more than once with a live agent, only part of the conversation is sent and not all from the beginning?

    Thank you.

    Version:
    19.1.5-1907250026

    Comment