Webchat to Teams

Prerequisites

Before continuing make sure you have ROGER365.io connected to a Microsoft Teams channel and you have enabled Webchat TouchPoint.

Result

At the end of this document you have created your first ROGER365.io flowchart that handles webchat messages from a website to Microsoft Teams and back.

Create Webchat to Teams flowchart

1. Login into ROGER365.io admin portal, https://admin.roger365.io with your Microsoft 365 credentials

2. Choose in the left menu, [Social Messaging] > [- Messages] and choose option [+ Add Message] and click [Save]

For the name use the text below

Send Welcome Message

Enter this at the EN language

Hi! I’m Roger, how can I help you?

‍‍3. Choose in the left menu, [Social Messaging] > [Messageflows] and select option [+Add Flowchart]

4. Fill in flowchart properties in the right panel;

For the name use the text below

Webchat

Enter this for the description

My first flow

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‍5. Choose the option [Variables] in the tool bar and create the variables below and press [Save]:

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6. Click the “Root” node and fill in the following “Node Properties”:

Webchat

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1. Choose [SendMessageTo] action in the left panel, drag & drop it into the flow area and fill in the “Node Properties”;

For the name use the text below

Send Welcome Message

Enter this for the Message

PredefinedMessage["Welcome"]

Enter this for the touchpoint

Webchat

‍2. Connect both “Root” and “Send Welcome Message” actions with a link

3. Choose action “WaitInput” in the left panel and drag & drop into the flow area.

4. Set the following “Node Propeties” and link this node with the “Welcome” node;

For the name use the text below

Send user message to Teams

Enter this as the User input destination variable

UserMessage

‍5. Choose action “SendMessageTo” and drag & drop, fill in the following “Node Properties” and connect “WaitInputUser” with “SendToAgent”;

For the name use the text below

Send user message to Teams

Enter this as the User input destination variable

UserMessage

Enter this for the touchpoint

Teams

‍6. Choose the link between “Wait input User” and “Send user message to Teams” and make sure the “Link Properties” is set to “Input”.

7. Create a link from “Send user message to Teams” back to “Wait input User”

Create Teams to Webchat flowchart

1. Add action “Start” action into the flow area and give the following “Node Properties”;

• Touchpoints: Teams
• Add action “WaitInput”, fill in the “Node Properties” and link “Start” Teams with this action;

For the name use the text below

Wait input Agent

Enter this as the User input destination variable

AgentMessage

2. Add action “SendMessageTo” and fill in the following “Node Properties”;‍

For the name use the text below

Send agent message to Webchat

Enter this as the User input destination variable

AgentMessage

Enter this for the touchpoint

Webchat

‍3. Link “Wait input Agent” with the “Send agent message to Webchat” and make sure the “Link Properties” type to “Input”

4. Create a link from “Send agent message to Webchat” back to “Wait input Agent”

5. Add action “SendMessageTo” and fill in the following “Node Properties”;

For the name use the text below

Send error message

Enter this as the User input destination variable

LastErrorMessage

Enter this for the touchpoint

Teams

‍6. Create a Error link between the “Root Webchat” node and “Send error message”

7. Create a Error link between the “Start Teams” node and “Send error message”

8. Add action “End” and create a link between “Send error message” and “End”

9. Click [Save] to store the created flow

Assign new flow to Touchpoint

1. Go to [TouchPoints], and choose the webchat touchpoint you want to connect the created flow.
2. Choose option “Assign a flowchart…” and choose the just created flow.
3. Click [Update] to confirm changes.

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