Agent Chat reference
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- UpdatedAug 1, 2024
- 5 minutes to read
- Xanadu
- Conversational Interfaces
Reference topics provide descriptions about Agent Chat.
Domain separation and Agent Chat
Domain separation is supported in the Agent Chat application. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.
Support level: Standard
- Includes all aspects of Basic level support.
- Application properties are domain-aware as needed.
- Business logic: The service provider (SP) creates or modifies processes per customer. The use cases reflect proper use of the application by multiple SP customers in a single instance.
- The instance owner must configure the minimum viable product (MVP) business logic and data parameters per tenant as expected for the specific application.
Sample use case: An admin must be able to make comments required when a record closes for one tenant, but not for another.
For more information on support levels, see Application support for domain separation.
Requirements
All domain support features require the Domain Support - Domain Extensions Installer [com.glide.domain.msp_extensions.installer] plugin. For details, see Request domain separation.
Configuring Agent Chat with domain separation
Domain separation allows organizations to segment their data and processes based on specific criteria such as business unit, geography, or other factors.
A service provider (SP) has one chat setting (Agent Chat) record in the global domain when the instance is provisioned.
The admin of a subdomain can specify Agent Chat settings for that subdomain, such as work queues and assignment groups. For details, see Setting up Agent Chat.
When a user logs into a subdomain, a seeded Agent Chat settings record is created.
- Domain Separation applies to both the agent side and the customer side of the chat. This means that agents will only be able to access chat records and data that are in their domain, and customers will only be able to see chat records that are associated with their domain.
- Agent Chat records are automatically tagged with the domain of the agent who handled the chat. This ensures that the chat record is associated with the correct domain, and that agents can only view chat records that are associated with their domain.
- When an agent is assigned to a chat, the chat is automatically assigned to the domain of the agent. This ensures that the chat record is associated with the correct domain from the start.
- If an agent needs to transfer a chat to another agent or escalate the chat to a higher level of support, the chat is transferred to an agent who is in the same domain as the original agent. This ensures that the chat record stays within the correct domain.
Building a report to track the number of help requests
Create a report that tracks the number of help requests.
Before you begin
Role required: admin
Procedure
Agent Chat Interaction related records
The Interaction related record [interaction_related_record] table tracks tasks and Knowledge Base (KB) articles that are created, updated, or viewed in the context of a particular interaction. The Interaction related record table references the interaction, related document, whether the relationship is to a task or KB article, and what type of operation on the related document formed the basis for the relationship.