If you use Apple Messages for Business, you can use a variety of parameters to control how a conversation routes. The parameters are set up on Apple's side and are included in the URL query string for an entry point. Live Assist can then use these to route to a specific skill.
You can create multiple entry points, using different parameters. Each will have a different URL, which you can provide to various customers to control how they are routed. In this way you can make sure specific customers go to the right agent or team.
Available Parameters
- Business ID - This is the unique brand identifier that you are assigned when you register (register.apple.com) for Apple Business Chat. You must always include it.
- Intent ID (required) - You can set up rules on Apple's end (register.apple.com) to pass the "intent" to Live Assist when a conversation starts. You can then map this to a skill if you choose.
- Group ID (optional) - You can also set this up on Apple's end, if you choose. It can help you to group incoming conversations from specific entry points. You may also be able to use this to categorize visitor traits if you desire. The Group ID can be any value you select.
How the Parameters Appear in the URL Query String
The parameters will appear in the URL, in the query string. Consider this example, which shows all three together in the URL.
In this example, the Intent ID is "sales" and the group ID is "VIP" in the URL. You could use this to set up automatic routing to a skill called "salesspecialist" and add VIP as a trait. Any conversation that originates from this URL will then be routed that way.
How to Set Up Skill Routing from Apple Business Chat Parameters
Please submit a support request or email support@liveassistfor365.com to request that these features be enabled.