function readOnly(count){ }
Sign Up ›
Starting November 20, the site will be set to read-only. On December 4, 2023,
forum discussions will move to the Trailblazer Community.
Learn More

Browse by Topic
ShowAll Questionssorted byDate Posted
+ Start a Discussion
Muhammad Hammad 8Muhammad Hammad 8 

how to send bot conversation to live agent using Rest Api?

User-added imageI want to send a bot conversation with the customer after handover to the live agent under the transcript body How can I achieve this using the Chat Rest Api  (https://developer.salesforce.com/docs/atlas.en-us.live_agent_rest.meta/live_agent_rest/live_agent_rest_request_bodies.htm)? also is there another way to achieve this functionality?
Best Answer chosen by Muhammad Hammad 8
VinayVinay (Salesforce Developers) 
HI Muhammad,

Are you reffering to pre-chat details?  If yes kinldy review below example.

https://www.srinivas4sfdc.com/2019/12/live-agent-rest-api-to-send-pre-chat.html

Please mark as Best Answer if above information was helpful.

Thanks,

All Answers

VinayVinay (Salesforce Developers) 
HI Muhammad,

Are you reffering to pre-chat details?  If yes kinldy review below example.

https://www.srinivas4sfdc.com/2019/12/live-agent-rest-api-to-send-pre-chat.html

Please mark as Best Answer if above information was helpful.

Thanks,
This was selected as the best answer
Muhammad Hammad 8Muhammad Hammad 8
Hi Vinay,
I'm familiar with the pre-chat details but is there any way I can append the bot conversation to the Transcript section shown in the above screenshot ? basically, In my integration, the customer talks to the bot and then Live agent is connected I want to append conversations between the customer and bot when the Live agent receives the chat.
Anbu Thiagarajan 10Anbu Thiagarajan 10
@Muhammad  were you able to solve this issue?
Muhammad Hammad 8Muhammad Hammad 8
Hi Anbu,
I was able to accomplish the task by creating a custom field on the transcript object, to populate the field I added this custom field in the pre-chat details with the payload to accomplish the task.