User profile tags for chat

User profile flags appear in the chat adapter during a session. These flags provide information about the end-user, helping you determine how to handle the session. There are flags for unverified or verified customer, bad actor, and repeat customer. You can find these flags on the details page of the chat adapter, next to User profile. The flags that appear depend on the reserved data properties that your organization sends to Contact Center AI Platform (CCAI Platform) during the session. For more information, see Reserved data properties.

Here are the user profile flags that can appear in the chat adapter:

  • Unverified user Unverified user: indicates that your organization has not yet verified that the end-user is a legitimate customer. This flag displays by default and continues to display unless your organization verifies the user and sends the reserved_verified_customer property to Contact Center AI Platform (CCAI Platform).
  • Verified user Verified user: indicates that your organization has verified that the end-user is a legitimate customer. When your organization sends the reserved_verified_customer property to CCAI Platform, the Unverified user flag is replaced by the Verified user flag.
  • Bad actor Bad actor: indicates that your organization has determined that the end-user is potentially a bad actor. When your organization sends the reserved_bad_actor property to CCAI Platform, the Bad actor flag displays.
  • Repeat customer Repeat customer: indicates that your organization has determined that the end-user is a repeat customer. When your organization sends the reserved_repeat_customer property to CCAI Platform, the Repeat customer flag displays.

View the details page of the chat adapter

To view the details page of the chat adapter, do the following:

  1. Answer a chat request. For more information, see Answer a chat request.

  2. In the chat adapter, click Details. The Details page appears.

  3. Click the chat that you want details for. Information about the chat and the end-user appear, including the following:

    • SDK custom data: this displays custom data from the web or mobile SDKs. For more information, see View session data in the agent adapter.

    • VA session variables: this displays virtual agent session variables. If there are multiple virtual agent interactions during the call, each interaction is listed. Clicking an interaction displays the sessions variables for that interaction. For more information, see View session data in the agent adapter.