Use chat context variables to pass certain information from the topic to share with a live agent or to control how bot conversations are routed to live agents. Virtual Agent includes some default variables, and you can define new ones.

Note: The Interaction table is part of the interaction management framework, which is activated through the Interactions Management plugin (com.glide.interaction). This plugin is included with the Agent Chat (com.glide.interaction.awa) and Connect Support (com.glide.connect.support) plugins.
Table 1. Live Agent variables included with Virtual Agent
VariableDescription
application Application scope of the chat. For example, Global, HR, CSM, or ITSM.
auto_resolution_context_id

If Auto Resolution is enabled, the ID of the record created when a requester is redirected to Virtual Agent.
case

Case ID (from the [sn_customerservice_case] table) that is used with the Customer Service Management application when a case is related to the chat.
csp_category

Category defined in the Consumer Service portal in the CSM application (requires the com.glide.service-portal.consumer-portal plugin).

For more information, see Using the Consumer Service Portal.
csp_email Requester’s email address, as entered in a pre-chat survey on the Consumer Service Portal.
csp_first_name Requester’s first name, as entered in a pre-chat survey on the Consumer Service Portal.
csp_last_name Requester’s last name, as entered in a pre-chat survey on the Consumer Service Portal.
devicetype Type of device being used for the chat. For example, mweb (web client), android, or ios.
esc_pre_chat_ask_a_question

Requester response to a pre-chat survey selection from within the HR Service Delivery application ESC view of the HR Case record.
hr_topic_id

ID of the current topic. Used in Advanced Work Assignment to determine which HR queue to transfer the user for live agent chat.
interaction_account

Used with CSM chats that are initiated by B2B users who are tracked as contacts for a particular account. Corresponds with the Account field on the Interaction [interaction] table, which references the Accounts [customer_account] table.
interaction_consumer

Used with CSM chats that are initiated by B2C users who are tracked as consumers. Matches the interaction.consumer field referencing the csm_consumer table. Corresponds with the Consumer field on the Interaction [interaction] table, which references the Consumers [csm_consumer] table.
interaction_contact

Used with CSM chats that are initiated by B2B users who are tracked as contacts for a particular account. Corresponds with the Contact field on the Interaction [interaction] table, which references the Contacts [customer_contact] table.
interaction_id Sys_id of the interaction record associated with the chat session.

For more information, see Virtual Agent interaction records.
language Two-letter language code for the requester's chat.
Note: Language values use ISO standard two-character language codes. For more information, see ISO 639.1 language codes.
mandatory_skills Required skills and skill level for an agent.

For example, German language proficiency with an associated high skill level may be required for German-speaking requesters. You can define mandatory skills and activate skill levels in Advanced Work Assignment. For more information, see Configure agent assignment rules.
optional_skills Skills and skill levels that would be useful for a given chat scenario.

You can define optional skills in Advanced Work Assignment. For more information, see Configure agent assignment rules.
page The specific page (within a portal) that the chat was accessed from.
portal Name of the portal that the chat was accessed from.
post_assessment_instance Reference to the post-chat survey (Assessment Instances [asmt_assessment_instance] table), if there is one.
post_chat_survey_name Name of a post-chat survey that is used to gather feedback from the requester.

For information about creating surveys, see Create chat surveys.

For information about creating surveys in Connect Chat, see Configure a survey in Connect Chat support.
pre_assessment_instance Reference to the pre-chat survey (Assessment Instances [asmt_assessment_instance] table), if there is one.
pre_chat_survey_name Name of a pre-chat survey that is used to gather information from the requester.

For information about creating surveys, see Create chat surveys. To learn more about how chat context variables from pre-chat surveys are used in Advanced Work Assignment to route work to live agents, see Work item queues.

For information about creating surveys in Connect Chat, see Configure a survey in Connect Chat support.
queue Sys_id of the pre-built Connect Support chat queue (deprecated).
search_text

Search terms entered by the requester. Used to search Virtual Agent topics.
short_description Used to set the short description in the interaction record associated with the chat.
sys_id Sys_id of a record that relates to the interaction. Typically, this is the record being viewed in the portal when the chat is requested.
table Table containing the record that relates to the interaction. Typically, this is the record being viewed in the portal when the chat is requested.

Additional resources