With reserved data properties, you can send information about an end-user to CCAI Platform when a chat or call session begins, or even after a session has begun. CCAI Platform displays this end-user information in the agent adapter in the form of user profile flags. These flags can help an agent or supervisor determine how to handle a session. There are user profile flags for unverified or verified customer, bad actor, and repeat customer.
Here are the reserved data properties that you can send to CCAI Platform:
-
reserved_verified_customer: indicates that you consider this end-user to be a legitimate customer. -
reserved_bad_actor: indicates that you consider this end-user to potentially be a bad actor. This might be due to observing fraudulent behavior or determining that the contact is from a spam campaign. -
reserved_repeat_customer: indicates that you have determined that this end-user has contacted your contact center before.
You determine which reserved data parameters apply to an end-user based on your own systems and processes.
You can send reserved data properties to CCAI Platform in the following ways:
Send reserved data properties using the SDKs
You can send reserved data properties to CCAI Platform using the following SDKs:
Send reserved data properties using the Apps API
You can send reserved data properties to CCAI Platform using the Apps API, even after a session has begun. To send reserved data attributes during a chat or call session, see the following:
You can also get reserved data properties during a call. See the following:
Send reserved data properties using SIP headers
You can send reserved data properties to CCAI Platform using SIP headers.
Here is an example reserved data properties in a SIP header:
se
tt
i
n
g
:
{
redirec
t
io
n
:
{
op
t
io
n
:
"sip"
,
sip
:
{
uri
:
"Destination SIP URI"
,
da
ta
_parame
ters
_e
na
bled
:
true
|
false
,
da
ta
_parame
ters
:
[
{
f
ield
:
"verified_customer"
,
t
ype
:
"dynamic"
,
source
:
"ujet_metadata"
,
source_
f
ield
:
"Incoming Field"
},
{
f
ield
:
"bad_actor"
,
t
ype
:
"dynamic"
,
source
:
"ujet_metadata"
,
source_
f
ield
:
"Incoming Field"
},
{
f
ield
:
"repeat_customer"
,
t
ype
:
"dynamic"
,
source
:
"ujet_metadata"
,
source_
f
ield
:
"Incoming Field"
}
],
da
ta
_records
:
{
i
n
_me
ta
da
ta
:
true
|
false
,
i
n
_crm_record
:
true
|
false
}
}
}
}
Support for virtual agents
If you have a virtual agent (a support agent or a virtual task assistant) that performs end-user verification, the virtual agent can pass the end-user verification information to CCAI Platform. This indicates that the end-user is a legitimate customer. To enable this, you need to configure your virtual agent.
Configure a support agent to pass the Verified Customer parameter
To configure a support agent to pass the Verified Customer parameter, follow these steps:
-
In the CCAI Platform portal, click Settings > Queue. If you don't see the Settingsmenu, click Menu , and then click Settings > Queue.
-
In the IVR (Interactive Voice Response)pane, click Edit / View.
-
Click a queue that has a virtual agent assigned to it. For more information, see Assign virtual agents to queues .
-
In the Settings for Testpane, go to Channel Settings.
-
Click Edit Virtual Agent Assignments.
-
Under Data Parameters, click Add Parameter. The Add Parameterdialog appears.
-
To define the parameter, do the following:
-
Click the Typefield, and then select Dynamic.
-
Click the Sourcefield, and then select Session Metadata.
-
Click the Incoming Fieldfield, and then select Verified Customer.
-
In the Destination Field, enter a field name that your CRM will recognize, and that Dialogflow CX will use as a parameter. A preview of the parameter appears in the Previewfield.
-
Click Save, and then click Saveagain.
-
Configure a virtual task assistant to pass the Verified Customer parameter
To configure a virtual task assistant to pass the Verified Customer parameter, follow these steps:
-
In the CCAI Platform portal, click Settings > Virtual Agent. If you don't see the Settingsmenu, click Menu , and then click Settings > Virtual Agent.
-
Go to the Virtual Agentspane and find the virtual task assistant that you want to configure. This should be a virtual agent with a Calllabel and an Assistantlabel. For more information, see Create a virtual task assistant .
-
Click Editfor the virtual agent that you are configuring. The Edit a Virtual Task Assistantdialog appears.
-
Under Data Parameters, click Add Parameter. The Add Parameterdialog appears.
-
To define the parameter, do the following:
-
Click the Typefield, and then select Dynamic.
-
Click the Sourcefield, and then select Session Metadata.
-
Click the Incoming Fieldfield, and then select Verified Customer.
-
In the Destination Field, enter a field name that your CRM will recognize, and that Dialogflow CX will use as a parameter. A preview of the parameter appears in the Previewfield.
-
Click Save, and then click Saveagain.
-
User profile flags
When reserved data properties are sent to CCAI Platform during a call or chat session, this information is displayed in the agent adapter in the form of user profile flags. There are user profile flags for unverified or verified customer, bad actor, and repeat customer. For information about how these flags are displayed in the agent adapter, see User profile flags for chat and User profile flags for calls .
