I wanted the customer summary part of live agent dashboard in Omnichannel to be populated with customer details(like email, name)
when I initiate a conversation using Direct-Line API's, for those incoming customer chat requests whose details match with Contacts and Accounts already existing as records.
Is it possible.?
I tried sending customer details( values matches with Account and Contacts saved in agent dashboard ) through "from" and " channeldata > customercontext " keys of the payload to url
"https://directline.botframework.com/v3/directline/conversations/<conversationid>/activities" to initiate the chat as pre-existing customer.
payload given below:
{
"locale": "en-EN",
"type": "message",
"channelId": "directline",
"from": {
"id":"DHANRAJ P",
"Name":"DHANRAJ P",
"Email":"dhanraj.p@cognicor.com"
},
"channeldata":{
"channeltype": "Chat",
"customercontext":{
"id":"DHANRAJ P",
"Name":"DHANRAJ P",
"Email":"dhanraj.p@cognicor.com"
}
},
"text": "Cognicor customer context testing message!!!!"
}
My agent dashboard already has a Contact saved with above highlighted Name and Email.
Also I have set up two context variables( Name and Email ) in the corresponding workstream( not sure whether this has anything to do with the issue here)
Still it's shown as anonymous customer.
