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Chat conversation from Intelligent Bot and Oracle Service Cloud — Cloud Customer Connect
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Chat conversation from Intelligent Bot and Oracle Service Cloud

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edited Sep 24, 2019 3:17PM in Digital Assistant and Mobile 1 comment

Summary

Pass conversation history to live agent in Oracle Service Cloud

Content

Hello,

We have implemented an Intelligent bot and at some point we pass the conversation to a live agent. We have activated the box to send the conversation history. At that point, the agent receives the entire history of the conversation.

Once the conversation with the live agent ends, if the client continues the conversation inside the bot and again requests to pass to a live agent, the conversation history received by the second agent contains absolutely the entire conversation and not only the part since he returned from chatting with the first agent.

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