Start communication with a user in another channel and continue it in the RWC

Generate Session URL (RWC)

The context can be the opposite of the one described in the previous section - the communication between your bot and your user starts in another channel and continues in the RWC. For example, after the user had a Voice call with a bot, you want to follow up with the user in the RWC. Unlike other channels, you can't build this transfer via the Triggered Flow. The RWC conversation can only be started by the inbound call when a user opens the RWC URL. So once the user had a Voice call, you can send them an SMS with the RWC URL. When the user opens this link, it starts the RWC conversation and new user session. In the new RWC conversation, you still need the information you got from the user in the past Voice conversation. To share the data about the user session in another channel with the RWC, use the Generate Session URL (RWC) Step template.

Let's figure out how it works. First, build the Voice Flow. Then build the RWC Flow, activate it, and copy its URL. In the Voice Flow, add the Generate Session URL (RWC) Step and provide the RWC URL there. This Step adds two new parameters to the initial RWC URL. They are the Voice beginning session ID and the Voice previous session ID. Find the updated RWC URL in the Merge field (opens new window) of Generate Session URL (RWC). Send it to the user. In our example, via SMS. Once the user opens the updated RWC URL and starts the conversation in the RWC, you can find the Voice session data of this very user by the beginning and previous session IDs. Now you can make use of the user's answers recorded in the Merge fields of the Voice session.

To summarise, according to the RWC architecture, only an inbound call can start an RWC conversation when a user opens an RWC URL. That is why an RWC Flow can only start with the Wait for Chat(RWC) Gateway step, but not with any Trigger Step unless it is a Triggered Flow of an RWC main Flow. To share data about the user session that took place in another communication channel with the current RWC user session, use the Generate Session URL (RWC) Step template.