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:
|
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