How Do I Add Agent Inbox Context To Agentic Flows?

Introduction

In order to help the AI assistant and other Agents created within HALO studio to perform their duties more effectively, MSC provides the AI assistant and HALO studio agents with variables that can be used as context.

Available variables for context:

All conversation variables below are provided to the AI assistent, and or updated with every interaction between the customer and the human agent within a conversation. The provided context variables can be split into two categories, Agent Inbox variables and Dynamic integration variables.

Agent inbox variables, are Agent Inbox specific context related variables that are always present within the Agent inbox. These variables do not require any integrations to be available and used.

Agent Inbox variables (No dynamic integration required):

• Customer profile information

  • CustomerName

  • CustomerEmailaddress

  • CustomerPhonenumber

  • CustomerSince

  • CustomerTotalRevenue

• InboxOwnerFirstName

• InboxOwnerLastName

• InboxOwnerFunctionName

• InboxExternalIdentifier (Emailaddress or Phonenumber that the conversation was started from)

• ConversationReferrer (URL or Emailaddress the conversation was started on)

• ConversationTags (list of: TagCategory_TagName)

• ConversationAnswerState (OnTime or TooLate)

• ConversationServiceLevelWarningDateTime

• ConversationServiceLevelBreachedDateTime

• ConversationStartedDateTime

• ConversationCategoryName

• ConversationSubject

• ConversationId

• ConversationGuid

• ConversationIsInstant: true/false

• ConversationExternalIdentifier (external identifier to the equivalent of this conversation in an external system: e.g. sessionId from router, callId from Voice)

• ConversationChannelName (Web-chat, Email, WhatsApp, Facebook Messenger, Instagram Messenger, Telegram, <Custom channel name>, Contact-form, RCS, SMS, MMS, Viber)

• ChannelAccountName

• WebStoreName

• WebStorePhoneNumber

• WebStoreReplyFromEmailAddress

• WebStoreReplyFromSenderName

• WebStoreServiceLevelInMinutes

• WebStoreTimeZoneId

• WebStoreDailyOpeningHours (list of: DayOfTheWeek, FromTime, ToTime)

• ConversationContexts (all name/value pairs pairs)

Dynamic integration variables, are customer profile variables available a result of dynamic integrations fetching data from an external system. Any of the standard or custom_field variables can be used to enrich the AI assistant behaviours, or Agentic Flows. To use these variables, a dynamic (customer profile) integration is required.

Dynamic integration variables (Dynamic integration required):

• Customer profile information

  • Name

  • email_address

  • phone_number

  • customer_since

  • total_spent

  • order_count

  • panel_view

  • custom_field

Using variables in flows:

The variables that are provided to HALO studio can be used within agents as “Context” variables. You can add /create each of the above mentioned variables, for example: CustomerName, by clicking on the “+” button in context.

Once you have clicked on the “+” button to add a context variable, you can create one of these variables by using the exact name of the variables provided above (ur the name of the custom_field).

Once defined and saved, you can now add these context variables within Agent flows to enhance their capabilities with context.

For a full guide on how to use context to enhance Agentic Flows, please find: https://knowledgecenter.cm.com/kc/context-in-halo