Hi,
My goal is to have the user click a specific "Topic" in the Web Chat widget before the conversation starts (e.g., "Book an appointment"), and have that click directly trigger a specific AI Agent workflow.
Currently in Omni, when a user clicks a Topic, the AI Agent's global "Introductory message" overrides everything. The user is forced to manually type a message to trigger the correct intent. I tried using the new "Add action after introductory message" to trigger a routing workflow that checks "Ticket properties > Subject" to see which Topic was clicked, but it fails due to execution timing: the Subject field is still empty at the exact millisecond the action runs.
Use Case: If a user selects "Book an appointment" from the chat menu, they shouldn't have to type "I want to book an appointment" again just to trigger the bot's workflow. The click on the Topic should act as the trigger itself.
Proposed Solution: Allow Web Chat Topics to be mapped directly to AI Agent Workflows, or allow the Topic selection to act as a hidden "User message" that instantly triggers the corresponding intent.
