On non responsive or in queue

Messaging

Updated: Feb 20, 2024

Through 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.

Enable the automatic messages feature and Create a new function using the 'Messaging conversation stuck queue idle' messaging events.

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. A deployed function on a specific messaging event can be invoked on multiple conversation events.

Automatic Messages can trigger different conversation events, these events can be triggered by skills and can be managed by FaaS functions to customize the experience of the bot based on the event triggered.

Set Events Configuration

To access the Automatic Messages settings, you should select the Engage icon and select Campaign Builder section.

Click Engage > Campaign Builder. The Campaign Builder page appears.

Click Automatic Messages. The Automatic Messaging Library page appears.

Click Messaging. The Messaging tab appears.

The events that can be triggered on the conversation idle are:

Agent non-responsive message
Consumer non-responsive message
Waiting in queue message

Customize event settings by selecting desired skills, defining languages, activating or deactivating events, and setting message content and timing.

Provide the required information:

Skill trigger: Specify triggering skills; if none are added, the event activates for all available skills.
Language: Customize messages for different languages.
Message: Customize a message for the customer post-event, with further customization possible using a FaaS function.
Repeat Message: Edit the number in the field to define the number of times the message can be repeated.
Active/In-Active: This indicates if the event is Active or not. Gray indicates not active. Yellow indicates active.
Time Delay: Set the time delay for event triggering.
Override: Activate to override with the expected response time if it's longer.

Click Save. The settings are saved.

Navigate to the "Functions" section in LivePerson Conversational Builder.

Click Automate > Functions. The Functions page appears.

Click Confirm to agree to the Terms of Use and GDPR Agreement.

Click the icon to open the LivePerson Functions page.

Click Create a Function. The Create a new function wizard appears.

Provide the following information:

Runtime: Select your runtime.
Event: Select the event that the FaaS function will track, in this case idle conversation events. Select an event to see its available templates.
Skill trigger: Select skills which trigger to which this function reacts. It is not necessary to select any skill, since this option was managed on the Automatic Messages section.
Greeting Template: Select a template to start your implementation. Select the code template that the FaaS function will have, which can vary depending on the event you selected.
Access to external domains required: Enable this option if you plan to call external APIs, including the API's domain. Disable it if no external API calls are required.
Code: Displays the code for the template selected.

Select the event for FaaS tracking: Idle conversation events -
1. Messaging Conversation Agent Idle: This event will track all conversations where the agent is idle.
2. Messaging Conversation Consumer Idle: This event will track all conversations where the consumer is idle.
3. Messaging Conversation Idle: This event will track all conversations where the agent/consumer is idle.
Choose triggering skills, which can be managed in Automatic Messages.
Select the code template for the FaaS function based on the event.
Enable external API access if required; include the API domain.

Click Continue. The next page appears.

By default, access to external domains is blocked. Adding domains to the allowlist allows functions to send requests to them. If required, add domains to the field and click Continue. The next page appears.

Provide the function name and description in the fields.

Click Create function the function is added. Once the function is open you can edit the code to implement any logic needed.

Send a message. The default automatic message can be overwritten with.
Transfer Conversation to a different Agent.
Close conversation, noting potential race conditions. For instance, combining "Message" and "Close" commands may result in closure before the message is sent. Similarly, duplicate commands (e.g., two transfers) execute only the first.

The input.payload variable contains real-time conversation data usable within the function code.

This data contains:

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 first 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

The cbotEventType property within the invocation payload distinguishes the conversation event type. Below is a table mapping these event types to messaging events in functions:

Event Type	Mapped to
CONV_AWAITING_IN_QUEUE	Messaging conversation idle, Messaging conversation stuck idle
AGENT_NON_RESPONSIVE	Messaging conversation idle, Messaging agent idle
CONSUMER_NON_RESPONSIVE	Messaging conversation idle, Messaging consumer idle

Deploy the Function

Click the 3 dot menu on the created function.

Click Deploy function. The Create a deployment page appears.

Click Approve & Deploy. The function is deployed.

Your function is now deployed and ready for use.

javascript:

function lambda(input, callback) {
    // Set conversation data.
    let conversation = input.payload;
    let skillId = conversation.routing.newSkillId;
    let conversationId = conversation.general.convId;
    let lastMessageFrom = conversation.general.lastMessageComposer;

    const wmBot = process.env.wmBot; // Ensure you set the variable on the Environment Variables section
    const smsBot = process.env.smsBot; // Ensure you set the variable on the Environment Variables section


    console.info(`${conversationId} - Conversation Idle`);
    console.info(`${conversationId} - Last message is from ${lastMessageFrom}`);
 
    const wmService = process.env.wmService; // Ensure you set the variable on the Environment Variables section
    const smsService = process.env.smsService; // Ensure you set the variable on the Environment Variables section
    const generalService = process.env.generalService; // Ensure you set the variable on the Environment Variables section

    const botSkillArray = [wmBot, smsBot];

    let transferSkill;
    
    if (skillId == wmBot) {
        transferSkill = wmService;
    } else if (skillId == smsBot) {
        transferSkill = smsService;
    } else {
        transferSkill = generalService;
    }

    let result = [
        {
            type: "systemMessage", // Returns a system message into the conversation.
            text: "Something went wrong with the chatbot. I'm going to connect you with a live associate for more assistance."
        },
        {
            type: "transfer", // Transfers the conversation.
            skillId: transferSkill, // Transfer to different skill.
        }
    ];

    if (lastMessageFrom == "CONSUMER" && botSkillArray.includes(skillId)) {
        console.info(`${conversationId} - Bot is not responding, transfering to fallback skill - ${transferSkill}`);
        callback(null, result);
    } else {
        console.info(`${conversationId} - Customer is not responding`);
        callback(null, null);
    }

}