Handover Protocol for Google Business Messaging
Updated
Note: Google has announced that they will be discontinuing Google Business Messages on July 31, 2024. Please refer to this article for more details about this change. We understand that this change might impact your current operations, and we are here to assist you through this transition. If you have any questions or need further assistance, please do not hesitate to reach out to our support team at tickets@sprinklr.com.
Handover Protocol (HOP) enables multiple partners to participate in a conversation on Business Messages by transferring control between them seamlessly.
Key terms
Primary Receiver: The partner who receives the first inbound message from the customer by default.
Secondary Receiver: Every partner other than the primary receiver is a secondary receiver. Based on the user query, the primary receiver can pass control of the conversation to a secondary receiver, who becomes the new conversation owner.
To pass conversation control from Sprinklr to Secondary Receiver via Rule Engine
Click the New Tab icon. Under Governance Console, click Manage Rules with Platform Setup.
Click Create New Rule in the top right corner and create an inbound rule. To learn more about how to create a rule, see Create a Rule.
On the Rule Builder, click the Addition icon and select Add Condition to add desired conditions.
Click the Addition icon on the condition and select Add Action. Under Actions to Change properties of Message, select Conversation Thread Control action as Pass Thread Control (GBM) to automate the transfer of control over the conversation as per the condition.
Next, select the Partner App ID (GBM).
Click Save again to finalize the creation of your rule.
To manually pass conversation control from Sprinklr to Secondary Receiver
Click the New Tab icon. Under the Sprinklr Social tab, click Engagement Dashboards within Engage.
Select the desired dashboard. Click the Options icon in the bottom right corner of the desired message and select Pass Thread Control to handover the control to the secondary receiver.
Select the Target App.
You will notice a text warning "Control is not with you." showing up on the message if you don't have control for that conversation. You will not be able to reply to the conversation when you do not have the conversation control.
When Sprinklr is a Secondary Receiver
You will notice a text message "Thread Control has been received from Primary App Name" showing up on the message card. You can then apply a macro on this mesage to create a case in Sprinklr.
