Introduction to Routing Chat Sessions From One Department to Another
Are you looking for a seamless way to route chat sessions from one tenant to another? In this blog post, we'll walk you through the process of setting up and using this feature.
The Tenant to Tenant Transfer Pipeline Action is a powerful tool that allows you to direct chat sessions from one tenant to another with ease. Essentially, it enables you to transfer chat sessions to a specified tenant, and these sessions will follow the pipeline configured for the 'Primary Tenant Pipeline.' Let's dive into how this works with an example.
Example Scenario:
Imagine you have a company with a primary tenant where all incoming chats are initially routed. However, your users may need specific support or content that resides in other departments (for example, IT, HR, Legal). This is where the Tenant to Tenant Transfer Pipeline Action comes into play.
As shown in the diagram above, the user starts in the primary tenant and then selects an option to be transferred to a different tenant that can provide the necessary support or content.
Pipeline Configuration
To make the Tenant to Tenant Transfer Pipeline Action work seamlessly, you need to configure a few key settings:
1. Tenant ID:
This is the unique identifier for the target tenant where you want to transfer the guest.
2. Transfer Message Template:
Create a card that will be sent to the guest when they are transferred to the designated tenant.
Metadata
Metadata plays a crucial role in ensuring the smooth transfer of chat sessions between tenants. Here's a list of metadata items that are added to the chat session on both the sending and receiving tenants:
On Sending Tenant (Transferred From):
Session.TransferredFrom.SessionId
Session.TransferredFrom.TenantId
Session.TransferredFrom.TenantName
On Receiving Tenant (Transferred To):
Session.TransferredTo.SessionId
Session.TransferredTo.TenantId
Session.TransferredTo.TenantName
With this metadata, you can keep track of the session's origin and destination, making it easier to manage and analyze the flow of chat sessions between tenants.
In conclusion, the Tenant to Tenant Transfer Pipeline Action is a valuable feature that simplifies the process of routing chat sessions to the right tenant. Whether your users require specialized support or access to specific content, this action ensures a smooth and efficient transfer process.
So, go ahead and configure your Tenant to Tenant Transfer Pipeline today to provide a seamless chat experience for your users across different tenants!