The system should have the capability to send auto greeting messages when a new chat is routed to an agent. Auto-greeting message should dynamically fetch customer and agent names - customer name to be sent as part of the chat via third-party integration.
@PavolD , The new design will have the capability where the Bot Framework will receive different events within the system . Based on the specific even, e.g, “Agent has joined the conversation”, the chatbot can construct an auto-greeting message by using customer’s name and agent’s name and send it over to the customer.
Estimated Timelines: Within 3 months of Releasing HC 4.0