Route to MCX

This activity routes an incoming chat message to MCX from an external chat message provider. It should be used with a Generic MCX Chat integration.

Table 1. Route to MCX action - Inputs
Parameters	Description
MCXQueue	Select the queue that the chat message should be routed to in MCX.
CustomerName	Enter the display name of the customer sending the chat message.
CustomerNumber	Enter the phone number of the customer sending the chat message.
CustomerEmail	Enter the email address of the customer sending the chat message. Note: `CustomerName`, `CustomerNumber` or `CustomerEmail` are required. Otherwise, the activity will fail. This information is normally obtained from the incoming chat message.
GenerateTranscript	Select True to generate a transcript of the chat conversation when the conversation completes.
Message	Enter the contents of the chat message received. This information is normally obtained from the incoming chat message.
MCXData	Enter the optional array of variables that can be passed to the MCX system, which will be visible to the MCX agent when the chat message is routed.
Connection	Select a generic MCX Chat connection from the list.
Attachments	Enter the array of received attachments from the incoming chat message. The array should contain JSON objects with information about the chat messages, including the name, `contentType` and url for accessing the image. Example: `[ { "name": "Attachment1", "contentType": "image/jpeg", "contentUrl": "https://www.somewhere.com" } ]`
ChatToNumber	Enter the number to which the chat message was sent. This information is normally obtained from the incoming chat message.
CustomerPreferredLanguage	Select the customer's preferred language.
AttachmentConnection	To store attachments on OneDrive, select a connection from the list of configured Graph connections. Note: The connection must be configured with OAuth Authorization Code in order to access OneDrive. All attachments sent and received for the conversation will be stored on the selected OneDrive.
AttachmentFolder	If the `AttachmentConnection` is defined, enter the name of the folder in the connected OneDrive account where attachments should be uploaded. If this value is left blank, attachments will be stored in the root folder.
CustomAvatarSVG	To display a custom avatar for all system messages, copy and paste the SVG file content that defines the avatar.

Table 2. Route to MCX action - Outputs
Parameters	Description
Success	Indicates whether the route request succeeded or failed (value = True) or not (value = False).
Result	Returns the JSON object representing the result of the route request.
ConversationId	Returns the created conversation identifier for a new chat, or the existing identifier if the chat was already established.

Note:

The workflow that includes the Route to MCX activity should be triggered for every incoming message sent from the customer, including the initial message and all subsequent messages in the same conversation. This is typically achieved by configuring the external chat provider to invoke a webhook whenever a message is received. The webhook triggers the workflow containing the Route to MCX activity. When triggered, the activity evaluates the customer identifier to determine whether a chat conversation already exists. If an existing conversation is found, the incoming message is added to that conversation. If no conversation exists, the activity creates a new conversation.

↑