Type: Five9 Worker
A Five9 worker will route a conversation to a live agent in Five9.
Note: Five9 workers cannot be interacted with directly by users - they must be transferred from a flow worker first.
Save this json to a file and create a worker using the cli command sb-cli worker create file.json. Note to replace the values for CampaignName, TenantName and Url with your own.
{
"Organization": "my-organization",
"Config": {},
"Data": {
"CampaignName": "CAMPAIGN-NAME", // Required
"TenantName": "TENANTS-NAME", // Required
"Url": "https://app-scl.five9.com:443", // Required
"MessageOverrides": { // optional - the default config is outlined below
"Transferring": "Transferring you to an agent.", // optional
"TransferFailure": "We are having difficulty connecting to an agent.", // optional
"AgentJoined": "**{{agentName}}** has joined the chat.", // optional. {{agentName}} will be replaced with the agent's name.
"Terminated": "Conversation has been resolved, disconnecting from live chat.", // optional
"GenericError": "Something has gone wrong with your livechat conversation." // optional
}
},
"Description": "A worker for Five9",
"Name": "fiveNineLiveChatWorker",
"Type": "five9-worker"
}
There are 2 context variables that can be set in order to make data available to Five9:
This will populate the contact information for the user. It is an object with the variables defined in the docs here: Five9 Documentation
This will populate the attributes for the user. This is where custom data can be sent to five9, e.g.:
{
"PolicyNumber": 1234567, // Any attributes can be set here.
"PolicyYear": 2009
}
If transferring to a Five9 agent fails, the worker sets five9TransferError in context to true i.e. in msg.payload.context.five9TransferError.
{
"five9TransferError": true,
}
In successful transfers, this key will not be set in context i.e. it will be undefined.
When live chat is ended, the worker sets five9TerminationEvent in context i.e. in msg.payload.context.five9TerminationEvent:
{
"terminatedBy": "AGENT", // Who terminated the live chat. Can be AGENT or CUSTOMER.
"from": "USER", // Event origin. Note: This should not be used to determine who terminated the chat. Use terminatedBy instead.
"eventSerialNumber": 6, // The Five9 event serial number.
"correlationId": "abcd-1234-wxyz-7890",
"externalId": "1234-5678-9012-3456",
"timestamp": "2023-10-24T11:45:21.818Z",
"displayName": "Smith", // Agent display name
"userId": 1234567, // Agent ID
}