Before you start

Please go through Persistent Menu in Sprinklr Live Chat widget.​

Overview

The key point to note in the above article is that, once the user clicks on a persistent menu option from the live chat widget, it gets published as a user message on which bot/rule will take the configured action. 

When the BOT is in the middle of a user journey, let’s say, it has published an asset (type= card/quick reply) and is waiting for the user to reply. Now if the customer selects from the asset button, it’ll take the corresponding path configured in the DT, but if one of the persistent menu options is selected, the BOT doesn’t find a match and goes into the fallback path. In order to avoid it, we need to reset the bot and configure the desired journey in the qualifying BOT.  

Steps for configuration 

Step 1: Add labels of persistent menu in Live Chat application editor under Conversation screen tab after enabling persistent menu. 

Step 2: Create a Custom Field (Message level) of picklist type and add the persistent menu options as the values of it.  

Step 3: Setup an on-demand queue rule which looks for the exact text match in every inbound message using regex and sets the custom field value accordingly if exact match is found. 

Step 4: Add nodes/conditions of persistent menu CF in the blueprint BOT rule as follows 

Step 5: In qualifying DT, use the conditions of persistent menu to configure the respective paths