Using groups to organize human attendance

Ilanna Lins Updated by Ilanna Lins

The use of groups to organize contacts that are in human attendance is essential.

WARNING: If contacts are not added to a control group, the chatbot will conflict and stop human service by sending the default messages configured in your environment.

Adding contacts to the control group

In this article we will refer to the control group as Human Attendance.

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 result, between "" because it is of the string type

How did we do?

How to integrate Rocket.Chat as a ticket service on the Weni Plataform