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Orace Digital Assistant : Face book Messenger

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edited Jun 7, 2023 9:12PM in Digital Assistant & Mobile 3 comments

Hi team,

Messenger Channel:

 Using OOTB channel type “Facebook Messenger “and can perform the live chat with B2C agent. The requirement is, when the live agent is unavailable, ODA will receive the customer’s queries and save this information as an incident in B2C. When an agent is available, will access the incident in B2C and respond to the customer(same channel). 

Can we get the customer’s chat ID (messenger ID) or a unique ID(username) in ODA when the chat is connected to ODA ?

Please advise.

Thanks,

Sujith Kumar D

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