Conversation info: Setup in Mediabriz

Conversation info shows agents key Genesys participant data, such as a customer tier, an account number or the reason for the call. It works on messaging, email and calls. Conversation info is not billed, and nothing is sent to your systems.

Note: 
New organizations get Conversation info. If your organization installed Mediabriz earlier and Conversation info is not available, contact Mediabriz to add it.

What agents see

• Conversation Details: a section headed by your Display label, after the standard details. Each field with a value shows its label, the value and a copy button. A value that is a web address opens as a link in a new tab.
• Show a link fields: agents see the field's label and a link that reads Open in their own language (for example פתיחה in Hebrew), which opens your system in a new tab. When the whole address comes from an attribute, the site name it opens is shown next to the link.
• Notification: when an agent opens a live conversation or answers a call, the fields marked Show in notification appear in a notification. It shows the first 3 of them that have a value for that conversation, in the order of the field list. View all opens Conversation Details. Once closed, it does not return for that conversation.
• Fields without a value are hidden. If no marked field has a value, no notification appears.

Set up Conversation info

Required permission: integration:cloudBriz:admin (cloudBriz - Admin). For permission details, see the Mediabriz Installation Guide for Genesys Cloud.

1. In Genesys Cloud, open Apps > Mediabriz > Conversation Actions > Add action.
2. Under Show information to the agent, select Conversation info.

• Display label: the section heading agents see, for example Key information. Write it in your agents' language.
• Agent divisions (optional): select the agents' divisions. Leave all unchecked for every division. Only one enabled Conversation info action can cover each division.

    3. Under Fields, select Add field for each value agents should see:

• Label: the name agents see, such as Customer tier.
• Participant data attribute: the attribute name exactly as Genesys sets it, for example in an Architect Set Participant Data action. Upper and lower case must match. Spaces are allowed, up to 500 characters.
• What agents see: Show value shows the value as it is, cut at 200 characters. Show text when value equals shows your own text instead: add up to 10 conditions, each with a value up to 500 characters and a text up to 200. Case and surrounding spaces are ignored, and the first match wins. For example, when tier equals gold, show Gold customer. Show external tag shows the conversation's external tag. Set the label. There is no value to type, and nothing is written back. It is display only.
• Show a link shows agents the field's label with a link that reads Open in their own language, and opens a page in your system in a new tab. There is no attribute box: the attributes are named in the Link address, in one of two ways.
  • Type the full address of the page, with each attribute name in braces where its value goes, for example https://crm.example.com/customer/{customerId}. Up to 5 attributes, and up to 1000 characters. The site name must be typed in full; attributes can only come after it, so a value can never change which site the link opens. The field is hidden while any of those attributes is empty.
  • Enter one attribute name in braces alone, for example {crmUrl}, when that attribute holds the whole address. Agents see the link only when the value is a full address starting with https://. When the value is empty, starts with http:// or is anything else, the field is hidden. Next to the link, agents also see the site name it opens, for example crm.example.com, so they can check where it goes.
  There is no link text to type. Hovering over the link shows the full address, and the copy button copies it. Links set up earlier with your own link text now show Open in the agent's language too.
• Show on: All conversations, Voice only or Digital only (every conversation that is not a call).
• Show in notification (optional): also show the field in the notification. Mark as many fields as you like: agents see up to 3 values, the first ones found in the order of the field list. When more than 3 fields are marked, a note says so, for example 5 fields are marked for the notification. Agents see up to 3 values: the first ones found, in the order of this list.

Select Save field. An action can have up to 25 fields; drag them or use the arrows to set their order. Then select Create and enable, or Create as disabled to save it hidden from agents until you are ready. An enabled action needs at least one field.

Change or pause it later

Open its card in Conversation Actions, edit, and select Save changes. Use the top switch to pause or enable it. To delete it permanently, select Remove and confirm. Agents see changes the next time they open a conversation.

Before you rely on a value

• Custom attributes from Web Messaging appear in participant data with a context. prefix (for example context.vip). The customer's browser sets them, so customers can change them. Don't rely on them for trusted decisions.
• A link whose whole address comes from one attribute opens whatever address that attribute holds. Use an attribute your Genesys Cloud flow or system sets, not a context. attribute, which the customer can change. Mediabriz shows the link only for a full https:// address and shows its site name beside the link, but it cannot tell whether the site is yours.
• Secure participant data is not supported.
• Values are read in the agent's browser with the agent's Genesys session. Mediabriz does not store them, and they do not appear in Insights.
• If nothing appears, check that the action is enabled for the agent's division and that the attribute name matches exactly, then ask the agent to reload Genesys Cloud.

To set participant data in Genesys Cloud, see Configure Custom Fields, section 3.

To let agents see other conversations about the same case, set the case reference as the conversation's external tag as well, with the Architect Set External Tag action (up to 36 characters), and turn on Include conversations with the same external tag in Apps > Mediabriz > Organization settings. It is off by default. Participant data values cannot be used to find other conversations. See How can I identify a customer and view their previous conversations?.