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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.

Chat context data overlay
The chat context data overlay

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:

  • Departure airport: BOS
  • Destination airport: HEL
  • Trip type: Round trip
  • Reason for chat: Need assistance in booking a ticket
The system captures the customer's first payload and stores it with the interaction. Once the CSR ends the interaction, the CSR can then view the interaction's chat context data by opening that interaction in the Interaction Portal. The system adds the chat context data as an attachment to the interaction, where the CSR can view the customer's first payload.

Configuring context data

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.

Chat context data is only available from the Pega Customer Service version 8.6.
The following figure illustrates the Context data tab in Digital Messaging Manager.
The chat context data tab
Chat context data tab

To configure the general context data points and the custom chat context data, perform the following steps in the Digital Messaging Manager:

  1. On the Context data tab (1) configure the following settings:

    1. In the General information section, select one or more options from the following chat context data points (2), which the system captures without any website configuration:

      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.
  2. Click Save.

    The system displays a message General Information successfully updated.
  3. In the Tags section (3), perform the following steps to define the tags that you want to add to your website, to capture the custom chat context data that is passed to the CSR when interacting with a customer using web messaging:

    1. In the Display Name field, enter the data point name.

    2. In the Tag field, enter the tag that corresponds to the display name field.

      The Tag field must have alphanumerical characters without any spaces and special characters. This field is embedded in the website code.
    3. Click Add to add the newly entered values under the Display Name and Tag fields (4).

    4. Click Copy code snippet (5) to copy the code with display names and tags to the web page from where you want the system to track the customer's information.

    When you click Copy code snippet, the system opens a new pop-up window (6) containing the code that you must copy.

To learn more on how a CSR views the context data in the Interaction Portal, refer to Starting a conversation with a CSR .

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