How to create queues using contact extras

To create service queues, depending on the subject the customer wants to discuss, simply follow the steps below: 

 

1. In your bot's Builder, go to the block where you want to see which queue the customer will be directed to and select “User input”

(In my bot, the “Kingdoms” block):

 

 

2. In “User Input” save the variable name.

(In my flow, my variable name will be option)

 

 

3. Once done, go to the tab 1) “Actions” > 3) “Add exit action” > 4) “Define contact”:

 

 

4. In “Define Contact” select “+Add extra attribute”:

 

 

5. In “Key” I will insert “Team” and in “Value” I will fill in the value of the variable informed in “User Input”, that is, the option value between curly braces {{}}. according to the print:

 

 

6. Then publish the stream to the rocket icon:

 

7. Then go to the “Service” tab > Service Rules”:

 

8. Go to “+Create new rule”: 

 

 

9. And fill it out as follows, using the value previously entered in the Key in “Contact.Extras” and forwarding it to the desired queue. Then go to “Save”:

 

 

10. Create new rules for the other queues, as shown in the examples:

 

 

Ready, your customer will be directed to the queues they want, depending on the option selected! 

In the example below, the user selected option “3. Option C” and was directed to the FilaEquipeC queue, as shown in the print:

 

In which context will it be necessary, in the “Define Contact” Output Action, to create a “Condition to define contact”?  

When the user does not collect the value of the variable in “User Input”, as we did in our step-by-step guide. As the data is not being saved and the client needs a response variable for each direction, we created the condition for it to be saved. 

For more information, access the discussion on the subject at our community or the videos on our canal. 😃