Script Nodes, Call Flows, Agent Utils, and userSessionUtils¶
This document explains the script nodes, call flows, and supported utils with examples.
Conversation Flows – Script Node¶
Context | Instance Bot¶
All the instance bot’s context.session variables will be moved under context.
Example:
You can access the userId as {{context.UserContext._id}} in a message node.
OR
Place setCallFlowVariable("user_id", context.UserContext._id); in a script node to create a call flow variable and access the same in the message node as {{context.user_id}}.
Context | Child Bot¶
You can access the child bot’s context in the following two ways:
OR
Example:
To access the child bot’s userId,
Get the complete child bot’s context and assign it to a variable:
OR
And access the properties from the variable
Content Variables¶
You can access the content variables defined in the instance bot by giving the “content” keyword followed by the period operator and the variable name.
Example
Environment variables¶
You can access the environment variables defined in the instance/parent bot by giving the “env” keyword followed by the period operator and the variable name.
Example
Call Flow Variables¶
You can get and set variables in the call flow context for accessing it later in split or message nodes. Following are the syntax of set and get call flow variables.
Example
Set Voice Chat on Kore.ai Voice Gateway Account¶
Using the following Utils method/script inside the script node, you can set up voice chat in accounts configured with Kore.ai Voice Gateway.
Syntax:
userSessionUtils.setConversationType('voiceChat');
userSessionUtils.setLanguageTranslationAPIKey("AIzaSyBnk4hBmHuLjeIzScNAxAdhy0RExxxx");
userSessionUtils.setVoiceChatAgentLang("en");
userSessionUtils.setVoiceChatUserLang("de");
Agent Utils¶
Agent Utils is a library available for any programmatic modifications or updates you (the developer) may want to make.
Change SIP URI and Phone Number¶
Using the following Agent Utils method/script, you can change the SIP URI and the phone number.
Syntax
Example
agentUtils.setTransferSipURI("sip:+123344234232@2.3.4.5:5060")
agentUtils.setTransferPhoneNumber("+12345434567")
Set User Info¶
Using the following Agent Utils method/script, you can set or add additional information about the customer in the instance bot. You can add the script as part of the script node inside the connectToagent node in the instance bot.
Syntax
const userInfo = { "firstName": "<value>", "lastName": "<value>", "email": "<value>","phoneNumber": "value","country": "value","city": "value","Unit Address": "value"};
agentUtils.setUserInfo(userInfo);
Example 1
In the below example, static data is used to set the user info.
const userInfo = {
"firstName": "John",
"lastName": "Smith",
"email": "jsmith316@gmail.com",
"phoneNumber": "407-876-8654",
"country": "USA",
"city": "Philadelphia",
"Unit Address": "Unit 12 - Witherspoon Philadelphia"
};
agentUtils.setUserInfo(userInfo);
Example 2
In the below example, dynamic data based on context is used to set the user info.
const userInfo = {
"firstName": context.session.BotUserSession.memberData.firstName,
"lastName": context.session.BotUserSession.memberData.lastName,
"email": context.session.BotUserSession.memberData.email,
"phoneNumber": context.session.BotUserSession.memberData.phoneNumber,
"country": context.session.BotUserSession.memberData.country,
"city": context.session.BotUserSession.memberData.city,
"Unit Address": context.session.BotUserSession.memberData.Unit Address
};
agentUtils.setUserInfo(userInfo);
Set/Get Bot Languages¶
Using the following Agent Utils method/script, you can set/get the bot languages for the agent desktop.
Syntax
Example
Set Queue¶
Syntax
You can use the agentUtils.setQueue() method to set the conversations queue at any point leading up to the agent transfer. You can do this by using a Script Node within a bot action node in the XO Platform or a Script Task node within a flow in Contact Center AI
Example
Set Live Chat Agent Transfer¶
Contact Center AI supports dynamic (multiple) live chat agent transfer using the following Agent Utils method/script. On the user interface, you may have one agent system, but you can override the agent system using the method.
Syntax
Example (for Salesforce)
agentUtils.setLiveChatAgentOutGoingSetup({
"name": "salesforce",
"config": {
"liveAgentUrl": "https://d.la2-c1-ph2.salesforceliveagent.com/chat/rest",
"organizationId": "00D5g00000KClxx",
"deploymentId": "5725g000000QKxx",
"buttonId": "5735g000000QQxx"
}
});
Set Named Agents¶
This method takes an array of agentIds and only uses these agents for assigning a conversation.
Syntax
Example
agentUtils.setNamedAgents(['a-e1427c4-8e7d-4728-8e6c-64281b235ad7', 'a-e1427c4-8e7d-4728-8e6c-64281b235ad8'])
Set Agent Matching Conditions¶
You can add Skills, Skill groups, and Agent groups to the script task, and based on that, a set of agent IDs is generated.
Syntax
agentUtils.setAgentMatchingConditions({
skills : ["skillId"],
agentGroups: ['agentGroupId'],
skillGroups: ["skillGroupId"],
})
Example
agentUtils.setAgentMatchingConditions({
skills : ["63b2c180ab43c287acab1014"],
agentGroups: ['ag-6b135b4-b03a-461d-b33d-dd5189cb4604'],
skillGroups: ["6390989f1d00e75d5df4db35"],
})
userSessionUtils¶
Get: Use this function to get the value associated within a key within the “userSession” object in the conversation context. You can get the value associated with the key using this script.
Syntax
Example:
Put: Use this function to store a key-value pair within the “userSession” object in the conversation context.
Syntax
Example
The example above adds the key ‘Caller’ to userSession and stores the value of the caller variable against that key.
Delete: Use this function to delete the key from the userSession object.
Syntax
Example:-
Pass Data from Experience Flow to Dialog in a Child Bot¶
This script accesses data from an experience flow to pass it to a dialog in a child bot. The script node of the experience flow sets a variable named ‘caller’ using information from the current user session. This variable is then stored in the user session with the key “Caller” using userSessionUtils.
"Caller" using userSessionUtils.
setCallFlowVariable('caller',context.BotUserSession.<context variable>);
var caller = getCallFlowVariable('caller');
userSessionUtils.put("Caller", caller);
Access the Variable Inside a Dialog in the Child Bot¶
To access this variable in a dialog within the child bot, you must reference it using "context.session.UserSession.Caller". This retrieves the value of the ‘Caller’ variable from the user session in the context of the current conversation within the child bot’s dialog.
Store a Value Inside a Dialog in the Child Bot¶
The script stores a value inside a dialog in a child bot, you can retrieve it in the experience flow script node and print it in the end node of the experience flow. This process allows data to be transferred between a dialog in a child bot and the experience flow.
-
Retrieve the context in the experience flow script node:
const cb = getChildBotContextById(<childBotId>); setCallFlowVariable('testvar', CBContext.BotUserSession.key)* Store a value inside a dialog in the child bot:This is done using the line
BotUserSession.put("key", "value"), where “key” is the identifier for the value being stored, and “value” is the actual data being stored. * Retrieve the context in the experience flow script node:In the experience flow script node, the code utilizes
getChildBotContextById()to obtain the context of the child bot. Then,setCallFlowVariable()stores the value retrieved from the child bot’s BotUserSession, with the key “testvar”.
Print it in the End Node of the Experience Flow¶
-
Print it in the end node of the experience flow:
The variable “testvar” is accessed within the context in the end node of the experience flow using
{{context.key}}, which dynamically inserts the value of “testvar” into the output of the experience flow.