Pre-session SmartActions

Pre-session SmartActions (Verification, Images, Videos, Text Input) can be used to gather consumer information prior to starting a mobile support session.

With Pre-session SmartActions enabled, you can verify a consumer's identity, gather support request-related information, and gather assets before the consumer enters a support queue.

Pre-session SmartActions can be configured to be optional conditional based on the estimated wait time in the queue.

The following contact channels are supported:

• Chat

• Instant Calls (from the Mobile channel)

• Email

Prerequisites

In order to enable the Pre-session SmartActions, you must have the following:

• A valid CCAI Platform account with Admin role assigned,

• A valid Legacy, Pro, Enterprise, or Digital License Package, and

• An integrated CCAI Platform Mobile SDK version 0.39 or higher.

Administrator configuration

To configure SmartActions, follow these steps.

Step 1: Enable the pre-session Smart Action for the environment

1. In the CCAI Platform portal, go to Settings> Operation Management> Pre-session SmartActionssection.

2. Toggle ON the Pre-session SmartActionswitch.

Step 2: Configure Pre-session SmartActions for a specific queue

1. In the CCAI Platform portal, go to Settings> Queue> Mobile.

2. Select a queue to enable the feature.

3. In the Queue Settings panel on the right, go to the Pre-session SmartActionssection.

4. Turn ONthe Pre-session Smart Action toggleswitch. Pre-session Smart Action queue configurations are displayed.

5. Navigate to the Custom Copy & Feature Enablementsub-section and expand the sub-section. Pre-session SmartActions selection options are displayed.

6. Select the checkboxes of the SmartActions you want to enable as pre-session SmartActions for the specific queue.

7. Click the Savebutton. The Pre-session Smart Action feature is now enabled for the specific mobile queue.

Optional Configuration

The following scenarios can be optionally configured.

Scenario 1: Smart Action based on estimated wait time across all mobile queues

Trigger the Pre-session Smart Action only when Estimated Wait Time is greater configured time limits across all Mobile queues.

1. In the CCAI Platform portal, on the Operation Managementpage, navigate to the Pre-session SmartActionssection.

2. Under the Time Limitconfigurations, select the Estimated Wait Timelower limit which the Pre-session SmartActions must not be triggered.

3. Select the Do not displaycheckbox.

4. Click the Setbutton. The Pre-session Smart Actionfeature will now be triggered in all mobile queues only when the queue estimated wait time is below the set threshold.

Scenario 2: Smart Action based on estimated wait time in a specific mobile queue

Trigger the Pre-session Smart Action only when Estimated Wait Time is greater configured time limits in a specific Mobile queue.

1. In the CCAI Platform portal, go to Settings> Queue> Mobile.

2. Click a specific queue for which you want to set up the Estimated Wait Timelimit.

3. On the Queue Settingspanel, navigate to the Pre-session SmartActionssection.

4. Under the Time Limitconfigurations, select the Estimated Wait Timelimit which the Pre-session SmartActions must not be triggered.

5. Select the Do not displaycheckbox.

6. Click the Savebutton. The Pre-session Smart Action feature will now be triggered in the specific mobile queue only when the queue estimated wait time is below the set threshold.

Scenario 3: Smart Action as optional step in specific mobile queue

Trigger the Pre-session SmartActions as an optional step in the Mobile support flow in a specific mobile queue.

1. In the CCAI Platform portal, go to Settings> Queue> Mobile.

2. Navigate to the Queue Settingspage of the mobile queue where you want to set up the Estimated Wait Timelimit by clicking on the name of the queue.

3. On the Queue Settingspanel on the right, navigate to the Pre-session SmartActionssection.

4. Under the Flow Skipconfigurations, select the Optionalcheckbox.

5. Click the Savebutton. The Pre-session Smart Action flow in the specific mobile queue will now be optional in the mobile support flow and can be skipped if necessary.