Creating a Data Link for Chat Transfer

Perform these tasks from the Knowledge Console. You must create a separate article for each chat entry point ID you plan to use for chat transfer.

You need the entry point ID for the chat entry point that you plan to use. You can get the ID by clicking the Entry Point URL button in the Properties pane for the selected entry point.

To create a data link article:

  1. Create an article with Article Type as Data Link and Template as Auto Answer. You can change the article type and template by using the Change Article Type and Change Article Template options from the More Button More button. For more information, see eGain Knowledge Console Help. 

  2. Provide the following name for the article: Answer as Agent Availability 1001 (Entry Point ID for escalation)

  3. Click the Content tab and change the content of the article to:

    {
        "function": "auto-answer",
        "var-name":     "agentAvailable", (Internal Field Name for Data Access Link)
        "action": {
            "action-type": "data-link",
            "name": "    ``chatAvailability ", (Macro name for data usage link)
            "_comment": "modify the number and type of parameters below to match      the arguments that you want to pass to the data link",
            "parameters": [
                {
                    "type": "constant",
                    "value":     "1001”, (Entry Point ID for escalation)
                    "var-name": "epid"
                }
            ]
        }
    }

  4. Click the Save button save button to save the article.

  5. Click the Publish button to make it active for the Virtual Assistant. 

Related Topics

  1. Configuring Chat Entry Points