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Move Customer to Resource

The Move Customer to Resource Action is used transfer Conversations from one interface to another.

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Enterprise Feature

Accessing Conversation Actions requires an ENTERPRISE license. If you would like to enable this feature for your Airkit Organization, please contact your Airkit representative or contact [email protected].

Use Cases

  • Move Conversations from a Chat Web Control to an SMS channel so that the Conversation can be continued even after the user navigates away from the Web Page.
  • Maintain some context when taking the Conversation from one user to another.

Properties

Resource ID

Expects a Conversation Hub Channel Resource.

Conversation Hub Channel Resource are configured under Settings > Conversations. These resources must be associated with a Conversation Hub in the Console before they can be configured inside an application.

Destination

Expects type Text or Phone.

The address of the external Chat source. If the Conversation will take place via a Chat Web Control, the Customer Destination will be the corresponding Session ID. If the Conversation will take place via SMS, the Customer Destination will be the user's phone number.

Example

In this example, the Move Customer to Resource Action is used to send a Conversation previously taking place in a Chat Web Control to an SMS channel:

The Resource ID points to a Resource that has been tied to a Conversation Hub and configured in Settings, making it available under the profile namespace. The Destination is defined by session.phone, which references the user's phone number.