I am a telecom engineer and I am currently helping our bot development team with a handoff problem. We are using a custom third-party bot gateway and we need to ensure that when a customer is escalated to a human agent, the agent sees the full chat history and all the data the bot collected. Currently, the agent just gets a blank screen and has to ask the customer to repeat everything. How do I pass the ‘Bot State’ and ‘Context’ through the Architect flow and into the agent’s workspace?
Hello! I love working with custom bots! We did this for our Microsoft Teams integration. The key is to use ‘Participant Attributes’. Before you transfer the call to the queue in Architect, you use the ‘Set Participant Data’ action to store the bot’s JSON context as a string.
Then, you can use a custom script in the agent’s workspace that reads those attributes and displays the summary. It makes the transition so much smoother for the customer!
I coordinate our workforce schedules and I can tell you that the agents love having this context. It significantly reduces their handle time. the previous poster, make sure your bot gateway is sending the context as a flat JSON object.
If it is too nested, the Architect flow might have trouble parsing it into participant data strings. We use a simple Python script to flatten our bot context before we pass it back to Genesys Cloud.