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Prechat survey data in omnichannel conversation

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Posted on by AlessioBongiorno 10

Hello, 

is it possible to retrieve client-side (js), in any way, the pre-chat survey answers (or however the context data) to use it in the conversation summary form? Is it there visible but it seems unreachable.

In fact, that form is always in creation mode (also after manual savings) and you cannot query data since you cannot get the id. Is there some workaroud to reach that data? 

If you want some context, we're trying to use a pre-chat survey answer (or custom context, any solution would be good) to pass the customer code (the chat is embedded in a custom portal where users are logged in) and then recognize automatically the customer.

I know that customer recognition already works with email or phone numbers, but they're not univocal in our implementation.

Thanks for any help,

Alessio

  • eykalman Profile Picture
    eykalman 1,106 Most Valuable Professional on at
    RE: Prechat survey data in omnichannel conversation

    Hey

    I'm glad that my blog is being useful for you!

    OK - I think I get your scenario a little clearer now. A few things:

    - The responses to the pre-chat survey questions should be visible in the interface. So if the customer code is able to be passed to it, then the agent will see it, and can copy/paste it into the client lookup field to associate it (you'll need to allow the contact field to be made searchable, and it's still not automatic).

    - How is the customer logging/being authenticated into the portal? Is it through email address/AAD or AADB2C etc?

    - I'm looking into if it's possible to look up on different fields as well. The article at docs.microsoft.com/.../record-identification-rule doesn't specify so, but will see what might be able to be done.

  • AlessioBongiorno Profile Picture
    AlessioBongiorno 10 on at
    RE: Prechat survey data in omnichannel conversation

    Hi, thanks for the answer.

    I know that I can use them in the routing rules, but it doesn’t solve my scenario.

    The portal will pass the customer code (e.g. 1234567, customers are thousands) as pre chat survey or custom context.

    Then, I want to set automatically the customer with that customer code in the customer field so the agent will have the info without the needing of copying and pasting and searching.

    Ps. Thank you a lot for your blog, it has been an excellent point of reference for setting for the first time the Omnichannel.

  • Suggested answer
    eykalman Profile Picture
    eykalman 1,106 Most Valuable Professional on at
    RE: Prechat survey data in omnichannel conversation

    Hi Alessio

    Pre-chat survey questions are indeed available. I've written here (thecrm.ninja/.../) about how they can be used for routing, though you should be able to use similar functionality within the system to all matches for identifying clients.

    Hope that this helps!

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