Generic MCX Chat Use Case

When a Generic MCX Chat connection is created, the system automatically creates a workflow to manage outbound chat messages. Any chat messages sent by the system or an MCX agent are processed through this workflow and delivered to the configured third-party chat provider using the created connection.

The Generic MCX Chat connection works with the Route to MCX activity to route incoming chat messages between MCX and a third-party chat provider.

To create a workflow with the Generic MCX Chat connection, perform the following steps:

  1. In Workflow Studio, create a new workflow.

  2. Add a Webhook trigger with the workflow so it can be triggered by the external chat provider.

  3. Add the Route to MCX activity to the workflow.

  4. Configure the activity with the defined Generic MCX Chat connection.

  5. Click Save.

The workflow is typically triggered by configuring the third-party chat provider to invoke a webhook whenever a message is received. This webhook must be mapped to a route that executes the workflow containing the Route to MCX activity.

The Route to MCX activity checks whether an existing chat conversation exists based on the customer identifier.

  • If a conversation already exists, the incoming message is added to that conversation.

  • If no conversation exists, a new chat conversation is created.

Note:

To route incoming chat messages to MCX successfully, the workflow must include the predefined tag MiCCB-768736b3-5485-4ac2-8a6e-05e1712a9802.

To add the tag to the workflow, perform the following steps:
  1. Open the workflow in the Workflow Editor.

  2. Select Settings icon.

  3. Under Tags, click Manage Tags.

    The Select Tag(s) popup screen is displayed.

  4. Search and select the predefined tag as MiCCB-768736b3-5485-4ac2-8a6e-05e1712a9802.

  5. Click OK.

Parent topic: Generic MCX Chat Integration (Essential)
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