Automatic Messages (also known as System Messages or Auto Messages) are predefined messages triggered upon events that occur through the lifecycle of a conversation (e.g. the consumer opens a new conversation, the conversation is transferred to another agent time to respond is updated). Automatic Messages will be sent to both agent and consumer by the system. Therefore they appear in the conversation's history both on the consumer and Conversational Cloud side.

Thanks to our integration with Automatic Messages, you can create functions triggered based on selected events. A payload is sent to a function containing metadata related to the specific conversation and based on the selected event during the invocation. This payload can then be used for further processing and referencing.

Functions: Automatic Messages Flow

A function will trigger regardless of the state of the enabled flag of an Automatic Message. To avoid a function being triggered, you must undeploy your function. You can choose to ignore a specific event by leveraging the cbotEventType property included in the invocation payload. However, the ignored invocations here would still count towards your usage limits.

This is the Automatic Messages flow with Functions integration:

  1. Automatic Messages listens to conversation events.
  2. If there is an Auto-message configured for the event –> It will send that message to the conversation.
  3. If there is a Function deployed associated with that event –> The function will be invoked.
  4. After invocation –> Automatic Messages will check the response and will perform one of the following actions based on the callback payload:
    1. Transfer Conversation to a different Skill.
    2. Transfer Conversation to a different Agent.
    3. Send a message.
    4. Close the Conversation.
    5. Do nothing.

Configuration

Step 1 - Enable Automatic Messages

Enable the Automatic Messages feature.

Your account must have the Automatic Messages permissions enabled; please get in touch with your account team to enable the feature.

Step 2 - Create a function

Create a new function using one of the following messaging events:

  • Messaging new conversation.
  • Messaging conversation end.
  • Messaging conversation routing.
  • Messaging participants change.
  • Messaging TTR.
  • Messaging Line in Off-Hours
  • Messaging conversation idle.
  • Messaging consumer step up.

You can select one of the available templates for the chosen event. Currently, you can create only one function per template type for these conversational events. If multiple implementations of an event are necessary, you can achieve this with anOrchestrator Function. Leveraging this feature, you can invoke multiple functions from the same (orchestrator) function.

You can select a Skill or set of Skills. Specifying a Skill can reduce the complexity of the function's code, reducing the number of unnecessary invocations.

Step 3 - Edit your Function

Adjust the code of the template according to your needs. The function can return a series of commands to the trigger. Please see our Deep Dive UI Creation Process section or alternatively Deep Dive CLI Create section for further information.

Step 4 - Deploy your function

Like any other function, this function must be deployed before it can be used. Please see our Deep Dive UI Deployment Process section or alternatively Deep Dive CLI Deploy section for more information on how to deploy your function. At this point, you can also test your function.

Messaging events

Conversational Cloud Messaging uses a series of "Conversation State Change Events", fired when specific actions or events occur within the conversation. You can use these events to trigger your functions. The Automatic Messages are responsible for invoking functions on certain messaging events.

Multiple conversation event types are mapped to the same invocation messaging event.

A deployed function on a specific messaging event can be invoked on multiple conversation events. For example, a function deployed on the Messaging conversation end event will fire when one of these events occurs during a conversation: AGENT_END_CONVERSATION, CONSUMER_END_CONVERSATION and SYSTEM_END_CONVERSATION.

The cbotEventType property is included in the invocation payload to distinguish the conversation event type during the invocation. The following table shows the conversation event type mapping to messaging events on functions:

Event Type Mapped to
CONSUMER_OPEN_NEW_CONVERSATION_FIRST_TIME_OFF_HOURS Messaging new conversation
CONSUMER_OPEN_NEW_CONVERSATION_OFF_HOURS Messaging new conversation
CONSUMER_OPEN_NEW_CONVERSATION_FIRST_TIME Messaging new conversation
CONSUMER_OPEN_NEW_CONVERSATION Messaging new conversation
CONSUMER_OPEN_NEW_CONVERSATION_AFTER_AUTOCLOSE Messaging new conversation
AGENT_END_CONVERSATION Messaging conversation end
CONSUMER_END_CONVERSATION Messaging conversation end
SYSTEM_END_CONVERSATION Messaging conversation end
ENGAGEMENT_TRANSFERED Messaging conversation routing
YOU_ARE_CONNECTED_TO Messaging participants change
BACK_TO_QUEUE Messaging participants change
JOINED_AGENT_LEFT_CONVERSATION Messaging participants change
ANOTHER_AGENT_JOINED_CONVERSATION Messaging participants change
AGENT_UPDATED_RESPONSE_TIME Messaging TTR
CONSUMER_CANCELED_URGENT_RESPONSE_TIME Messaging TTR
CONSUMER_ASKED_URGENT_RESPONSE_TIME Messaging TTR
CONSUMER_SEND_MESSAGE_ON_OFFHOURS Messaging Line in Off-Hours
CONV_AWAITING_IN_QUEUE Messaging conversation idle
AGENT_NON_RESPONSIVE Messaging conversation idle
CONSUMER_NON_RESPONSIVE Messaging conversation idle
CONSUMER_STEP_UP Messaging consumer step up

Interaction via Commands

You can send commands back to the trigger by returning one command or multiple commands by simply adding them to an array. Using callback commands is not mandatory. If you do not want to take any actions, return an empty array []. This will result in no operation.

If no message is set in the result of the function (which it returns to the trigger, for example: callback(); ), the default automatic message for the account will be triggered.

let result = [
   {
       type: "systemMessage", // Returns a system message into the conversation
       text: "your message"
   },
   {
       type: "transfer", // Transfers the conversation.
       skillId: "123456", // Transfer to different Skill.
       agentId: "123456" // Propose an agent.
   },
   {
       type: "closeConversation" // Closes the conversation
   }
]
callback(null, result);

With Automatic Messages selected as trigger, you have the option to execute the following commands:

  • Send a message. The default automatic message can be overwritten with:
let result = [
   {
       type: "systemMessage", // Returns a system message into the conversation
       text: "your message", 
   }
]
callback(null, result);
  • Transfer Conversation to a different Skill:
let result = [
   {
       type: "transfer", // Transfers the conversation.
       skillId: "123456", // Transfer to different skill.
   }
]
callback(null, result);
  • Transfer Conversation to a different Agent (to configure this feature see here):
let result = [
   {
       type: "transfer", // Transfers the conversation.
       agentId: "123456", // Transfer to different skill.
   }
]
callback(null, result);
  • Close the Conversation:
let result = [
   {
       type: "closeConversation" // Closes the conversation
   }
]
callback(null, result);

If you add more than one command of a particular type (e.g. two messages) only the first command of this type will be processed.

Best Practices

Messaging events are asynchronous

Functions for messaging listens for messaging events asynchronously. Consequently, this can cause race conditions with other parts of the Conversational Cloud. Therefore, it is considered best practice to use bots instead of Functions for implementing routing logic. Routing via Functions makes sense whenever a conversation is in a stagnant state (i.e. not in the process of being routed), e.g. a conversation is idle, or a message line has been sent in off-hours. Functions are an excellent option to enrich data with third-party systems like CRMs or save data in the Conversation Context Service to make it usable by another system like this, the Conversation Orchestrator.

If the authenticated consumer's previous conversation was auto-closed and the new one opened within 48 hours, the new conversation event will not be triggered.

Automatic Messages Error Handling

If your function invocation takes too long or you have errors in your code, Automatic Messages will retry up to 3 times. This will increase the number of invocations when your function does not perform well and lead to more overload.

Payload Details

1. level 2. level 3. level description type example
end closeReason   which role closed conversation STRING AGENT/CONSUMER/SYSTEM
general cbotEventType   Original conversation event type STRING CONSUMER_OPEN_NEW_CONVERSATION_FIRST_TIME_OFF_HOURS
general type   notification type STRING UPSERT
general convId   ID of conversation STRING c840e51e-5f65-4ad4-8d34-5c82b99a2200
general dialogId   ID of dialog STRING c840e51e-5f65-4ad4-8d34-5c82b99a2200
general sessionId   ID of session NUMBER 1528463744580
general startTs   conversation start time as timestamp NUMBER 1528463744663
general effectiveTTR   timestamp when agent should be available NUMBER 1528464044687
general oldConvState   previous state of the dialog STRING CLOSE
general newConvState   current state of the dialog STRING OPEN
general contexttype   type of cotext STRING SharkContext
general campaignInfo id ID of campaign NUMBER 2327699812
general campaignInfo engangementId ID of engangement NUMBER 2327699912
general clientLanguage   language of the client device STRING en-US
general clientFeatures   list of supported client features ARRAY ["AUTO_MESSAGES", "MULTI_DIALOG"]
general inOffHours   shift-status of the contact center BOOLEAN TRUE/FALSE
general visitorId   ID of visitor NUMBER 1528463744580
general originatorId   ID of originator NUMBER 37607275.23
general originatorPid   Pid of originator STRING f39fbc5f-da77-5417-8bc7-7584efdd1a5e
general originatorMetadata id Pid of originator of metadata change STRING f39fbc5f-da77-5417-8bc7-7584efdd1a5e
general originatorMetadata role Role of originator of metadata change STRING CONTROLLER
general serverTimestamp   timestamp of the server NUMBER 1528463781807
general clientIpAdress   IP Address of client STRING 172.26.138.38
general manualETTR   time to response manually updated by agent STRING 1541152938069
general lastMessageComposer   the role of the last composer STRING CONSUMER
general lastMessageTs   timestamp of last message NUMBER 1541152938069
general lastAgentMsgTs   timestamp of last agent message NUMBER 1541152938069
general backToQueueTs   timestamp when the conversation was returned to queue NUMBER 1541152938069
idle lastConsumerMsgTs   timestamp of last consumer message NUMBER 1541152938069
idle agentNonResponsive time time that should pass after consumer's last message in order the agent to be non-responsive NUMBER 30
idle agentNonResponsive timeUnits time units in which agent non-responsive time should be calculated STRING minutes
idle consumserNonResponsive time time that should pass after agent's last message in order the consumer to be non-responsive NUMBER 30
idle consumserNonResponsive timeUnits time units in which consumer non-responsive time should be calculated STRING minutes
idle convNotTakenTime time time units in which conversation idle time should be calculated STRING minutes
idle convNotTakenTime timeUnits how long should the conversation stay in queue in order to be idle NUMBER 30
mid openedInOffHours   indicator if the conversation was opened in off hours BOOLEAN TRUE/FALSE
participantChange oldParticipants   array of the participants of the previous state ARRAY [{"id": "f9d58c57-c489-45f5-bae4-c5ebd52b3972","role": "ASSIGNED_AGENT"}]
participantChange newParticipants   array of the participants of the current state ARRAY [{"id": "f9d58c57-c489-45f5-bae4-c5ebd52b3972","role": "ASSIGNED_AGENT"}, {"id": "f9d58c57-c489-45f5-bae4-c5ebd52b3972","role": "AGENT"}]
routing oldSkillId   previous skillId of conversation STRING 563268
routing newSkillId   current skillId of conversation STRING 563267
start firstConversation   if this is the frist conversation of the consumer ever BOOLEAN TRUE/ FALSE
ttr oldTtr ttrType type of ttr of the previous state STRING NORMAL
ttr oldTtr value value of ttr of the previous state NUMBER 600
ttr newTtr ttrType type of ttr of the new state STRING URGENT
ttr newTtr value value of ttr of the new state (after change for example to URGENT) NUMBER 300