Chatbot messages

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Bot Message Received

This script is called when a user sends a new message to the bot - not called when the bot posts messages. Called after the generic ChatBeforeSaveNewMessage and ChatAfterSaveNewMessage triggers have run.

The bot can respond using addChatMessage(sessionId, message, type, author, specialType, specialParams, whenPosted) to add more messages to the chat.

Use type = 1 to indicate that the message is sent from bot to customer. You can use the whenPosted parameter to space out the bot replies to make them seem less robotic.

Some of the input values:

  • chatSession.topicId
  • chatSession.status - pre-chat form, in-queue, user message, etc
  • chatMessage.sessionId
  • chatMessage.id
  • chatMessage.message - what the customer typed
  • chatMessage.type - 2 = from the customer, or 3 = special
  • chatMessage.specialType - if type = 3
  • chatMessage.specialParam - if type = 3 - json containing options
  • chatMessage.author - name shown in chat
  • chatTopic.id
  • chatTopic.botName

The bot script can call a web service for help, or do its own text processing in the script. The bot script should post a response message.

Response messages can be just text or can include special response types, like options or links.

In addition to the bot script, these things also happen:

  • All CRMScript triggers defined for the Chat Message Received event are run.
  • Webhooks for chatSession.message are dispatched.

Note that the triggers and webhooks are fired for both incoming and outgoing messages, while the bot scripts are only fired for incoming messages.

Example

#setLanguageLevel 3;

EventData ed = getEventData();
String botName = ed.getInputValue("chatTopic.botName");
Integer sessionId = ed.getInputValue("chatMessage.sessionId").toInteger();
String message = ed.getInputValue("chatMessage.message");
Integer toCustomer = 1;
Bool human = false;
Bool stop = false;

if( message == "human" )
{
  message = "Transferring to human...";
  human = true;
}
else if( message == "stop" || message == "quit" )
{
  message = "Bye bye - closing chat.";
  stop = true;
}
else message = "Echo " + message;

addChatMessage(sessionId, message, toCustomer, botName, 0, "" );

if( human ) resetChat(sessionId);
if( stop ) setChatStatus(sessionId, 7); // 7 = closed