From Gerald: Manage Chat Sessions from Flow

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These two extensions are designed to enable a service agent to use a flow to manage elements of a chat session which rely on the Conversation Toolkit API .

The supported features include:

  • Send Message – the message will then be immediately sent
  • Load Message – the message will be set in in the agent’s text box so the agent can change/personalize it
  • Request File Transfer from Customer – Initiates the process of transferring a file from a customer to an agent
  • End Chat – Ends a chat in which an agent is currently engaged.

The functionality is available as both a screen component and a Flow action.

Attributes

  • sessionId : the id of the LiveChatTranscript or the MessagingSession.
  • actionType : the type of action you want to perform. Supported action are : sendMessage, loadMessage, endChat, requestFile.
  • message : the message you want to set or send.
  • recordId : (for initFileTransfer only) the id of the record to attach the file after transfer.

Screen Component

How to use it?

Just drag and drop the component on a screen and fill the parameter. See example below:

In case your flow is not started from the LiveChatTranscript object or the MessagingSession object, you can also retrieve the LiveChatTranscriptId or the MessagingSessionId using a Get Record node in your flow. The example below retrieves the LiveChatTranscriptId from the CaseId:

Action

How to use it?

Just drag and drop an Action node and fill the parameter. See example below:

In case your flow is not started from the LiveChatTranscript object or the MessagingSession object, you can also retrieve the LiveChatTranscriptId or the MessagingSessionId using a Get Record node in your flow. The example below retrieves the LiveChatTranscriptId from the CaseId:

How to get it in my org?

Install the following package : FlowManageChatSession

The package will add two Lightning Component : 

  • ManageChatSession : you can use this extension as an Action
  • ChatSessionManagerSC : you can use this extension as a screen component in Flow Screens

The code is available on github as well

End-to-end example

In this scenario we will start a flow from a Case during a Web Chat conversation. The flow initiated by the Agent will send a message to the customer.

You need first to enable and configure Web Chat. If you’re not familiar with Web Chat, you can refer to this great Trailhead module : Web Chat Basics. 

Screen Component

Create a flow with an input variable recordId. The id of the Case will be passed in this variable:

Add a Get Record node so you can retrieve the LiveChatTranscriptId from the Case id:

Add a Screen node and drag and drop the FlowManageChatSessionSC component into your screen

Finally your flow should look like this:

Let’s put it all together and see how it look like from an Agent point of view:

Action

Now let say you would like to provide the same end results but this time leveraging the Action component.

Create a flow with an input variable recordId. The id of the Case will be passed in this variable:

Add a Get Record node so you can retrieve the LiveChatTranscriptId from the Case id:

Add a Action node and and fill the parameter

Add a Screen node and drag and drop the FlowManageChatSessionSC component into your screen

Finally your flow should look like this:

Let’s put it all together and see how it look like from an Agent point of view: