WhatsApp Livechat

The WhatsApp integration implements a standardized livechat handover flow to CM.com's Conversational AI Cloud.

Prerequisites

The livechat handover flow requires the following content to be present in the project culture:

Conversational Flow

The livechat handover flow will work as follows:

The livechat handover flow is triggered whenever an answer contains the output addition livechat with a value of true
If a skill-based handover is required, make sure to add the output addition skill with the value set to the routing skill together with the livechat output addition.
Conversational AI Cloud will do a presence check to determine if an agent is available:

If an agent is present the context variable agentStatus is set to online
If the mscWebstore output addition is set, it will save the addition in the conversations state
If the mscChannel output addition is set, it will save the addition in the conversations state. If not set it will default to WhatsApp
If the presence check call should fail, the agentStatus context variable is set to offline

Conversational AI Cloud will trigger the pre-chat event
The pre-chat event is required to trigger a transactional dialog
The customer can ask the user any number of questions as part of the livechat intake in order to assist the agent
When the transactional dialog that was started by the prechat event is finished a handover will be done to Mobile Service Cloud:
- The Routing Keywords (skill-based routing) is set to the value of the skill output addition
- The Webstore Referrer is set to the value of the mscWebstore output addition
- If the mscWebstore addition was left empty, URL based routing will be performed based on the URL of the end-user
After the handover is complete, the conversation with the end-user will be picked up by an agent in Mobile Service Cloud and Conversational AI Cloud will no longer receive any interactions for the duration of the end-users session.

A few things to keep in mind when working with WhatsApp's standardized Mobile Service Cloud integration:

Once a conversation has gone through a handover, the end-user can no longer interact with Conversational AI Cloud for the remainder of the end-users session (24 hours of inactivity)
If any part of the livechat handover flow fails, the handover will not be triggered, and the end-user will continue the conversation with Conversational AI Cloud.