Updated by Ilanna Lins
The use of groups to organize contacts that are in human attendance is essential.
Adding contacts to the control group
In this article we will refer to the control group as
You must add the contact to this group in the stream that you open a ticket, as shown earlier.
It is important to mention that if you open tickets in different streams, you need to do this in all flows.
Ignoring control group participants on triggers
Just adding to this group is not enough, but just the basis you need to know which contacts need to be ignored in automatic messages while they are in attendance.
To do this, you must add this group to the list of skipped groups for each of the triggers configured in your project, as exemplified in the image below.
With this configured, the chatbot will not interrupt human service and the functionality will run as expected.
Removing contacts from the control group
It is important to remember to remove contact from this group when the human service session is complete. For this, there is a specific
trigger type: 'start a flow when a ticket is closed':
This can be an extremely simple flow, where the only action is to remove the contact from the
Human attendance control group:
How do I send custom fields?
The custom fields to be sent must be defined in the body of the Ticket card, in the json format, with each field as the
custom_fields attribute, represented by its key and value.
note: the value of each field may or may not be between
Next, look at an example, showing the configuration of custom fields, where the
origin field with its value set to the source
"" because it is of the string type