First message as variable

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Posted on by Estanislao

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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Estanislao 5 on at

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First message as variable

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!
Leah Ju Microsoft Employee on at

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First message as variable

Hi Partner,

Maybe you can know about and manage context variables:

https://learn.microsoft.com/en-us/dynamics365/customer-service/manage-context-variables?tabs=customerserviceadmincenter

--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:

https://learn.microsoft.com/en-us/dynamics365/customer-service/send-context-starting-chat

https://triciasinclair.com/2021/02/08/omnichannel-for-customer-service-custom-context-variables/