Chatbot scripts reference

Bot Register

The script name must match the pattern '%bot%register%'.

Variable	Description
action	”register” / “unregister”
topicid	the ID of the topic the bot is active on

The script name must match the pattern '%bot%session%create%'.

Called when a new session starts on a channel with the bot activated.

Value	Description
chatSession.id	session has been saved/created at this point
chatSession.topicId	topic the session belongs to
chatSession.customerAlias
chatSession.sessionKey
chatSession.customerHost
chatSession.status	state of new session
chatSession.chatbot_isactive	”1” (true) for bot sessions
chatTopic.id	same as `chatSession.topicId`
chatTopic.name	name of channel
chatTopic.botName	name of bot
foundAgents	any agents found? Never true for bot channels

The script name must match the pattern '%bot%session%change%'.

This script is called when the session changes status (when pre-form is filled in by the customer).

Value	Description
chatSession.id	session ID
chatSession.topicId	topic the session belongs to
chatSession.status	new status
chatSession.userId	SuperOffice user handling the session
chatSession.customerId
chatSession.botActive	always going to be true
chatSession.customerName	if filled in by pre-form
chatSession.customerEmail	if filled in by pre-form
chatSession.companyName	if filled in by pre-form
chatSession.customerPhone	if filled in by pre-form

Variables status.old and status.new contain old and new values for chat session status.

The script name must match the pattern '%bot%message%receive%'.

Value	Description
chatSession.topicId
chatSession.status	pre-chat form, in-queue, user message, and so on
chatSession.userId	the SuperOffice user handling the session, not set for bots
chatSession.botActive	1 for bots
chatSession.customerName	from pre-form
chatSession.customerEmail	from pre-form
chatSession.companyName	from pre-form
chatSession.customerPhone	from pre-form
chatSession.customerId
chatSession.contactId
chatSession.projectId
chatSession.saleId
chatSession.ticketId
chatMessage.sessionId
chatMessage.id
chatMessage.message	what the customer typed
chatMessage.type	2 = from the customer, or 3 = special
chatMessage.specialType	if type = 3
chatMessage.specialParam	if type = 3 - Json containing options
chatMessage.author	name shown in chat
chatTopic.id
chatTopic.botName

addChatMessage(Integer sessionId, String message, Integer type, String author, Integer specialType, String specialParams, DateTime whenPosted)

Posting a message will set the chat session status to 6 (user last) since the bot was the last to speak.

resetChat(Integer sessionId)

This starts the session over (session status starts at the beginning again).

setChatStatus(sessionId, Integer newStatus)

This changes the session status. This may trigger the session changed event.