Additional Information

Register additional information to send to the attendant on handover or to locate a bot conversation more effectively

In the context of virtual agents, additional information serves to capture the data mapped in the flow and send it to the human assistance or to facilitate locating a conversation in the conversation report of the bot.

To register them go to Power / Chatbot / Additional Information as shown in the Figure 1:

^{Figure 1: Accessing Additional Information.}

Note above that you already land on the list of registered additional information. Its columns are:

1. Key - name of the registered additional information. The key name cannot be changed after creation.

2. Description - description of the additional information, example: Responsible person's phone contact for the case of a PHONE key.

3. Active - indication whether the information is active or not in the system.

4. Predefined values - predefined values of the information, example: Yes or No for the case of a QUALITY_SURVEY key.

5. Action - available actions, represented by the icons:

Clicking on the trash, you delete the additional information from the registry. On the pencil, you access the edit screen:

There, edit the available fields and click Confirm.

The only fields that do not allow editing are the key and the ID. The ID of the registered additional information you can only copy by hovering the mouse over it:

The button Allow Predefined Values is used for you to add values to the additional information. See the Figure 2:

^{Figure 2: Additional Information Predefined Values.}

In the example above, we defined company names for the additional information company by clicking on Confirm.

Shall we now see usage examples for the additional information?

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Use Cases

Capture WhatsApp Number - to capture the customer's WhatsApp number who made contact through this communication channel and send it for overflow.

Capture Errors - identify flow errors to be extracted from the conversation report.

Capture Subject - replicate the subject reported by the customer in the virtual agent flow to the digital workspace.