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ConversationData

Conversation Data is managed via Conversation Control APIs. It consists of Attribute objects , where each Attribute has the following fields.

Filed Name

Data Type

key

String

value

Object

type

ValueType (Enum), which includes:

  • Alphanum100

  • AlphanumSpecial200

  • String2000

  • String50

  • String100

  • PositiveNumber

  • IP

  • Number

  • PhoneNumber

  • URL

  • Boolean

  • Email

  • Password

  • StringList

Use Cases for ConversationData

Conversation Data is useful for providing agents with real-time context and for reporting. Some key usecases include:

  • Authentication Status: Setting a customer's authentication status via an IVR or a bot.

  • Customer Journey: Setting a customer journey trail on an IVR application or a web-app so the agent knows the customer's history.

  • Intent for Routing: Setting a customer's intent for agent selection via a Conversation bot.

  • Agent Assistance: Setting a URL in the conversation via a bot to assist the agent in better handling the customer.

  • Post-Conversation Data: Storing an agent's wrap-up , a survey score , or any filled form.

Visibility and Reporting

Conversation Data is visible to agents and available for reporting:

  • Real-time Agent View: Agents handling a conversation can see the real-time information passed into the ConversationData on Agent Desk.

    Reporting: Conversation Data is part of the Conversation object for all kinds of historical and real-time reports