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Capture variables for channels (WhatsApp, Facebook, SMS) in omnichannel

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Posted on by Jide Bantale

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Hello everyone,

For a chat channel, I am able to use the value (email) captured from a pre-chat survey to automatically search CRM and look for the contact within the CRM system.

An application tab (Search) was created to use the email from the pre-chat survey to search the contact.

Also, the system automatically identifies the contact (an OOB feature).

But the same does not apply to Facebook, WhatsApp, SMS, and Twitter channel.

How can I capture the values/variables from these channels?

For Facebook and Twitter, it will be ideal to capture the email address and search CRM

For Whatsapp & SMS, it will be ideal to capture the phone number and search CRM.

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Estanislao 5 on at

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Capture variables for channels (WhatsApp, Facebook, SMS) in omnichannel

Any solution? I have the same query
Jide Bantale 107 on at

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RE: Capture variables for channels (WhatsApp, Facebook, SMS) in omnichannel

Thanks Steve,

So I tried capturing Phone Number value for WhatsApp.

I was able to use slugs {customerName} to capture the Phone number value

I created an application tab and passed the slug {customerName} to search the CRM contact table. It worked as expected.

But I realized the slugs are limited right now and the context variable can't be used. (correct me if I am wrong here)
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Community Member on at

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RE: Capture variables for channels (WhatsApp, Facebook, SMS) in omnichannel

Hi Jide Bantale,

Unfortunately, there is no way to do this. You could post an idea here https://experience.dynamics.com/ideas/ to progress the feature.