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Jul 23, 2018 | view(s) | people thought this was helpful

Customer Virtual Assistant Chat Summary

Before You Begin

If your Dialogflow agent is integrated with a Customer Virtual Assistant, you can use Dialogflow contexts to send a chat summary to agents using Care desktop. For more information on Customer Virtual Assistant creation and the Dialogflow integration, see Create a New Customer Virtual Assistant.

Enable chat escalation in your Customer Virtual Assistant before you configure the chat summary. For more information, see Customer Virtual Assistant Chat Escalation.

Configure the Customer Virtual Assistant Chat Summary

Configure the chat summary feature to allow agents in Care desktop to view important details from the interaction between the Customer Virtual Assistant and customers.

To enable and configure the Customer Virtual Assistant chat summary:

  1. Use Dialogflow actions to capture and store important user information as parameter values. For more information, see the Dialogflow Actions and Parameters documentation.

  2. Use Dialogflow input and output contexts to pass your chosen user information across your intents.

  3. Add contexts to your Escalation Intent as output contexts to include their saved information in the chat summary. For more information, see the Dialogflow Contexts documentation.

      

    Expired Dialogflow contexts are not included in the Customer Virtual Assistant chat summary. Ensure that your Dialogflow contexts have the correct lifespan set. For more information, see the Dialogflow Contexts documentation.

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