Message Sent by Agent Trigger

Streamline your customer service operations with the Message Sent by Agent trigger in Flexito OmniAI. This feature allows you to automate workflows based on messages sent by your agents, ensuring timely responses and efficient communication. Whether you want to send email notifications or initiate other automated actions, this guide will walk you through the setup process.

The "Message Sent by Agent" trigger in Flexito OmniAI allows you to automate workflows based on messages sent by human agents during conversations. This guide will walk you through setting up and using this trigger, including defining custom fields and creating a sample flow to send email notifications.

Step 1: Setting Up the Trigger

1. Navigate to the Triggers Section:

2. In Flexito OmniAI, access the Triggers section from the left-side menu.

3. Click on Internal Functions.

4. Press the New Trigger button located at the top-right corner.

5. Select the Event:

6. From the list of available events, choose "Message Sent by Agent."

1. Activate the Trigger:

2. Turn on the trigger by toggling it to Activated.

3. Give the trigger a suitable name, such as "Agent Message Trigger."

4. Save Custom Fields:

5. Assign custom fields to capture important message details:

6. Agent_ID → Records the unique ID of the agent who sent the message.

7. Time → Logs the timestamp of when the message was sent.

8. Agent_Message → Captures the content of the message.

1. Save and Confirm:

2. Click Save to finalize the trigger setup.

3. The trigger will now be listed among the active triggers.

Step 2: Building an Automated Flow

After setting up the trigger, you can create a flow that utilizes the data from agent messages.

1. Open the Flow Builder:

2. Start a new workflow or edit an existing one.

3. Add an action node to process the trigger data, such as sending an email notification (other actions can be configured as needed).

1. Add an Email Notification Action:

2. Choose the Send Email Notification action.

• Configure the email settings:

• Email Profile: Select the SMTP profile.

• To Email: Enter the email address of the recipient.

• Subject: Set a relevant subject, like "Agent Message."

• Message: Incorporate the Agent_Message field to include the agent's message content in the email body.

1. Save and Publish:

2. Click Save to store your settings.

3. Publish the flow to activate it.

Step 3: Testing the Trigger

1. Send a Message as an Agent:

2. Open a conversation and send a message as an agent.

3. The trigger should capture this message and store the details in the designated fields.

4. Check the Email Notification:

5. Confirm that the configured email is received with the correct message details.

Example JSON Output

The stored message data will be formatted as follows:

{

"type": "text",

"agent_id": 51263,

"time": "T01:43:22Z",

"text": "John Doe:\nMessage by Vitor",

"url": ""

}

This JSON object includes:

• type: The message type (e.g., text, image, etc.).

• agent_id: The agent's unique ID.

• time: The message's timestamp.

• text: The message content.

• url: A placeholder for any media attachments.

Conclusion

The "Message Sent by Agent" trigger is a valuable tool for automating responses and actions based on agent interactions. By following this guide, you can effectively capture agent messages and integrate them into workflows, such as sending email notifications or initiating other automated processes.