Context data for Web Messaging
The Context feature in the chat panel header captures the customer's metadata and
sends that data from Web Messaging as a payload through the messaging API. The system
collects this context data before the live conversation, and presents it to the CSR in an
overlay as valuable insight. This feature gives the CSR the option to deduce the customer's
intent on approaching the contact center, even before interacting with the customer. In the above figure, when the CSR clicks the Context button, the system presents the
CSR with the customer's general information in an overlay with fields for their IP
address, device, and the current page. The CSR also receives customized values, such
as First Name and Last Name, which helps the CSR identify the customer. The CSR
admin can also configure customized values such as the Contact reason, so that the
CSR can deduce the reason why the customer approached the contact center before
their conversation. For example, a customer wants to book a flight on an airline
website. In that case, the admin can configure the following fields in context data
to obtain the customer information before any conversations occur: Configure the chat context data (the customer's metadata) to help CSRs analyze
customer intent before starting a conversation. The general chat context data points will
work without any website configuration, but custom tags require implementation on your
website. To configure the general context data points and the custom chat context data,
perform the following steps in the Digital Messaging Manager: Configuring context data
Context data points
Context data point Description IP address The IP address of the customer's device Location The customer's location Browser/device The browser or the device from which the customer
is interacting Current page The name of the web page in the website from
which the customer is interacting.
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