Automatic Agent Greetings

Owned by Aleksandra Yakutovich
Last updated: Apr 29, 2023
3 min read

Automatically greet your customers with a personalized message from their assigned agent. This feature saves time for agents and makes the customer experience more pleasant and engaging.

Follow the instructions below to set up this functionality for your Beesender chat:

  1. To set up this functionality for your business, simply follow the steps below:

    • Create a new business process in a package that depends on the Beesender package.

    • Add a signal element and configure it as follows:

      • Which type of signal is received? = Object signal

      • Object = Beesender Chat

      • Which event should trigger the signal? =Record modified

      • Changes expected In any of the selected fields

        • Agent

    • The modified record must meet filter conditions, Actions:

      • Agent – is filled in

      • Quantity in Agent (by column User) in Agent in Beesender chat >0

        • Type = Human

  2. Add the Read data element and configure it as follows:

    • Which data read mode to use? = Read the first record in the selection

    • Which object to read data from? = Beesender Chat

    • How to filter records?

      • Id = Select an Id parameter from the Signal element

    • What record data should the process read?

      • Agent

      • Contact’s channel name

      • Last Operator (system column)

  3. Add the Read data element to read the agent’s name:

    • Which data read mode to use? = Read the first record in the selection

    • Which object to read data from? = Contact

    • How to filter records?

      • Id = Select the ‘Last Operator (system column)’ parameter from previous Read data element

    • What record data should the process read?

      • First name

  4. Add a User task and select Beesender: Text message. Configure it as follows:

    • ChatId – Select an Id parameter from the ‘Signal’ element

    • ClientId – Select a ‘Contact’s channel name’ parameter from the ‘Read data' element from Step 2

    • OperatorId – Select an 'Agent' parameter from the ‘Read data' element from Step 2

    • Text – Insert the message text that you want to send to the user during non-working hours, using the agent’s name, from step 3. For example: "Hello! My name is "+[#Read agent's name.First item of resulting collection.First name#]+". How can I assist you today?"

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