You can configure CCAI Platform to display session data in the agent adapter. This includes virtual agent session variables and custom data from the web and mobile SDKs. This information can be useful for an agent to get additional information during a session, or for a supervisor to get an overview of a session that they barge into.
Display virtual agent session variables
You can configure CCAI Platform to display virtual agent session variables in the agent adapter. This gives an agent or supervisor an overview of previous interactions that the end-user had with the virtual agent.
For session variables that contain custom payloads, you can use the following properties:
invisible_to_agent: Use this to specify payload properties that you don't want to be displayed in the agent adapter or sent to your CRM. For more information, see Capture from intent response.display_order_in_adapter: Specifies the order that session variables should appear in the agent adapter and in CRM records. If you don't include this property with your custom payload, session variables appear in the agent adapter and in CRM records in random order. Thedisplay_order_in_adapterproperty doesn't affect properties that are specified asinvisible_to_agent. For more information, see Custom Session variables for custom payload handling.
Display virtual agent session variables in the chat adapter
To display virtual agent session variables in the chat adapter, follow these steps:
In the CCAI Platform portal, click Settings > Operation Management. If you don't see the Settings menu, click Menu.
Go to the Virtual Agent pane.
Do one or both of the following, depending on your use case:
To display chat session variables from customer support virtual agents, do the following:
Go to Customer support agents.
For Chats, select the Collect configured custom data in chat sessions and send it to CRM checkbox.
Select the Display collected custom data in Agent Adapter checkbox.
To display chat session variables from virtual task assistants, do the following:
Go to Task assistants.
For Chats, select the Collect configured custom data in chat sessions and send it to CRM checkbox.
Select the Display collected custom data in Agent Adapter checkbox.
Click Save Changes
Display virtual agent session variables in the call adapter
To display virtual agent session variables in the call adapter, follow these steps:
In the CCAI Platform portal, click Settings > Operation Management. If you don't see the Settings menu, click Menu.
Go to the Virtual Agent pane.
Do one or both of the following, depending on your use case:
To display call session variables from customer support virtual agents, do the following:
Go to Customer support agents.
For Calls, select the Collect configured custom data in call sessions and sent it to CRM checkbox.
Select the Display collected custom data in Agent Adapter checkbox.
To display call session variables from virtual task assistants, do the following:
Go to Task assistants.
For Calls, select the Collect configured custom data in call sessions and send it to CRM checkbox.
Select the Display collected custom data in Agent Adapter checkbox.
Click Save Changes
Display SDK custom data
You can configure CCAI Platform to display SDK custom data in the agent adapter. This custom data can come from the web SDK, the Android SDK or the iOS SDK. This gives the user quick access to the SDK custom data for that session.
You can use the invisible_to_agent property to specify custom properties that
you don't want to be displayed in the agent adapter. For more information, see
the "Prevent the display of custom data" section of the web SDK
guide, the Android SDK
guide, and the iOS SDK
guide.
To let users view SDK custom data, follow these steps:
In the CCAI Platform portal, click Settings > Operation Management. If you don't see the Settings menu, click Menu.
Go to the Data Parameters pane.
Under Display SDK custom data in Agent Adapter, select the type of SDK custom data that you want to be displayed in the agent adapter, and then click Save Data Parameters.