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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / First message as variable
Service | Customer Service, Contact Center, Fie...
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First message as variable

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Posted on by Estanislao 5
Hi people! I need your help. I am wanting to capture the first message sent by the user as a variable to be able to do routing within omnichannel. I want to do it both on the Facebook channel and also in the live chat. Does anyone know if it is possible?
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  • Leah Ju Profile Picture
    Leah Ju Microsoft Employee on at
    Hi Partner,
    Maybe you can know about and manage context variables:
    --Context variables enrich conversations with pre-conversation data, channel data, and custom context data.
    --These attributes can then be used to define routing rules to route conversations to different queues.
    More information:
  • Estanislao Profile Picture
    Estanislao 5 on at
    Thank you very much for your response Leah! From what I understand, sending the setContextProvided to give a value to the variable is for the chat widget. But is there a chance to use it on the Facebook channel? Thank you very much again!

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