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Pre-session SmartActions (Verification, Images, Videos, Text Input) can
be used to gather consumer information prior to starting a mobile
support session.
With Pre-session SmartActions enabled, you can verify a consumer's
identity, gather support request-related information, and gather assets
before the consumer enters a support queue.
Pre-session SmartActions can be configured to be optional
conditional based on the estimated wait time in the queue.
The following contact channels are supported:
Chat
Instant Calls (from the Mobile channel)
Email
Prerequisites
In order to enable the Pre-session SmartActions, you must have the
following:
A valid CCAI Platform account with Admin role assigned,
A valid Legacy, Pro, Enterprise, or Digital License Package, and
An integrated CCAI Platform Mobile SDK version 0.39 or higher.
Administrator configuration
To configure SmartActions, follow these steps.
Step 1: Enable the pre-session Smart Action for the environment
In the CCAI Platform portal, go to Settings > Operation Management >
Pre-session SmartActions section.
Toggle ON the Pre-session SmartAction switch.
Step 2: Configure Pre-session SmartActions for a specific queue
In the CCAI Platform portal, go to Settings > Queue > Mobile.
Select a queue to enable the feature.
In the Queue Settings panel on the right, go to the Pre-session
SmartActions section.
Turn ON the Pre-session Smart Action toggle switch.
Pre-session Smart Action queue configurations are displayed.
Navigate to the Custom Copy & Feature Enablement
sub-section and expand the sub-section. Pre-session SmartActions
selection options are displayed.
Select the checkboxes of the SmartActions you want to enable as
pre-session SmartActions for the specific queue.
Click the Save button. The Pre-session Smart Action feature is
now enabled for the specific mobile queue.
Optional Configuration
The following scenarios can be optionally configured.
Scenario 1: Smart Action based on estimated wait time across all mobile queues
Trigger the Pre-session Smart Action only when Estimated Wait Time is greater
configured time limits across all Mobile queues.
In the CCAI Platform portal, on the Operation Management page, navigate to
the Pre-session SmartActions section.
Under the Time Limit configurations, select the
Estimated Wait Time lower limit which the Pre-session
SmartActions must not be triggered.
Select the Do not display checkbox.
Click the Set button. The Pre-session Smart Action feature
will now be triggered in all mobile queues only when the queue
estimated wait time is below the set threshold.
Scenario 2: Smart Action based on estimated wait time in a specific mobile queue
Trigger the Pre-session Smart Action only when Estimated Wait Time is greater
configured time limits in a specific Mobile queue.
In the CCAI Platform portal, go to Settings > Queue > Mobile.
Click a specific queue for which you want to set up the
Estimated Wait Time limit.
On the Queue Settings panel, navigate to the Pre-session
SmartActions section.
Under the Time Limit configurations, select the
Estimated Wait Time limit which the Pre-session
SmartActions must not be triggered.
Select the Do not display checkbox.
Click the Save button. The Pre-session Smart Action feature will
now be triggered in the specific mobile queue only when the queue
estimated wait time is below the set threshold.
Scenario 3: Smart Action as optional step in specific mobile queue
Trigger the Pre-session SmartActions as an optional step in the Mobile support
flow in a specific mobile queue.
In the CCAI Platform portal, go to Settings > Queue > Mobile.
Navigate to the Queue Settings page of the mobile queue
where you want to set up the Estimated Wait Time limit by
clicking on the name of the queue.
On the Queue Settings panel on the right, navigate to the
Pre-session SmartActions section.
Under the Flow Skip configurations, select the Optional
checkbox.
Click the Save button. The Pre-session Smart Action flow in the
specific mobile queue will now be optional in the mobile support
flow and can be skipped if necessary.
[[["Easy to understand","easyToUnderstand","thumb-up"],["Solved my problem","solvedMyProblem","thumb-up"],["Other","otherUp","thumb-up"]],[["Hard to understand","hardToUnderstand","thumb-down"],["Incorrect information or sample code","incorrectInformationOrSampleCode","thumb-down"],["Missing the information/samples I need","missingTheInformationSamplesINeed","thumb-down"],["Other","otherDown","thumb-down"]],["Last updated 2025-08-25 UTC."],[[["\u003cp\u003ePre-session SmartActions allow you to collect consumer information, verify identity, and gather support-related details before a mobile support session begins, using verification, images, videos, and text input.\u003c/p\u003e\n"],["\u003cp\u003ePre-session SmartActions can be enabled for Chat, Instant Calls (from the Mobile channel), and Email contact channels, provided the prerequisites are met such as a valid CCAI Platform account with the Admin role.\u003c/p\u003e\n"],["\u003cp\u003eAdministrators can enable and configure Pre-session SmartActions for specific queues within the CCAI Platform portal, allowing customization of which actions are presented.\u003c/p\u003e\n"],["\u003cp\u003ePre-session SmartActions can be conditionally triggered based on the estimated wait time, either across all mobile queues or within a specific queue, with options to hide these actions if the wait time is below a set threshold.\u003c/p\u003e\n"],["\u003cp\u003eThe Pre-session SmartActions step can be made optional in the support flow for a specific queue, allowing consumers to skip this step if desired, excluding email which will always display the smart actions.\u003c/p\u003e\n"]]],[],null,["# Pre-session SmartActions (Verification, Images, Videos, Text Input) can\nbe used to gather consumer information prior to starting a mobile\nsupport session.\n\nWith Pre-session SmartActions enabled, you can verify a consumer's\nidentity, gather support request-related information, and gather assets\nbefore the consumer enters a support queue.\n\nPre-session SmartActions can be configured to be optional\nconditional based on the estimated wait time in the queue.\n\nThe following contact channels are supported:\n\n- Chat\n\n- Instant Calls (from the Mobile channel)\n\n- Email\n\nPrerequisites\n-------------\n\nIn order to enable the Pre-session SmartActions, you must have the\nfollowing:\n\n- A valid CCAI Platform account with Admin role assigned,\n\n- A valid Legacy, Pro, Enterprise, or Digital License Package, and\n\n- An integrated CCAI Platform Mobile SDK version 0.39 or higher.\n\nAdministrator configuration\n---------------------------\n\nTo configure SmartActions, follow these steps.\n\n### Step 1: Enable the pre-session Smart Action for the environment\n\n1. In the CCAI Platform portal, go to **Settings** \\\u003e **Operation Management** \\\u003e\n **Pre-session SmartActions** section.\n\n2. Toggle ON the **Pre-session SmartAction** switch.\n\n### Step 2: Configure Pre-session SmartActions for a specific queue\n\n1. In the CCAI Platform portal, go to **Settings** \\\u003e **Queue** \\\u003e **Mobile**.\n\n2. Select a queue to enable the feature.\n\n3. In the Queue Settings panel on the right, go to the **Pre-session\n SmartActions** section.\n\n4. Turn **ON** the **Pre-session Smart Action toggle** switch.\n Pre-session Smart Action queue configurations are displayed.\n\n5. Navigate to the **Custom Copy \\& Feature Enablement**\n sub-section and expand the sub-section. Pre-session SmartActions\n selection options are displayed.\n\n6. Select the checkboxes of the SmartActions you want to enable as\n pre-session SmartActions for the specific queue.\n\n7. Click the **Save** button. The Pre-session Smart Action feature is\n now enabled for the specific mobile queue.\n\nOptional Configuration\n----------------------\n\nThe following scenarios can be optionally configured.\n\n### Scenario 1: Smart Action based on estimated wait time across all mobile queues\n\nTrigger the Pre-session Smart Action only when Estimated Wait Time is greater\nconfigured time limits across all Mobile queues.\n\n1. In the CCAI Platform portal, on the **Operation Management** page, navigate to\n the **Pre-session SmartActions** section.\n\n2. Under the **Time Limit** configurations, select the\n **Estimated Wait Time** lower limit which the Pre-session\n SmartActions must not be triggered.\n\n3. Select the **Do not display** checkbox.\n\n4. Click the **Set** button. The **Pre-session Smart Action** feature\n will now be triggered in all mobile queues only when the queue\n estimated wait time is below the set threshold.\n\n| **Note:** This conditional feature will be applicable for only Chat and Call support flows. Email support flow will always display Pre-session SmartActions.\n\n### Scenario 2: Smart Action based on estimated wait time in a specific mobile queue\n\nTrigger the Pre-session Smart Action only when Estimated Wait Time is greater\nconfigured time limits in a specific Mobile queue.\n\n1. In the CCAI Platform portal, go to **Settings** \\\u003e **Queue** \\\u003e **Mobile**.\n\n2. Click a specific queue for which you want to set up the\n **Estimated Wait Time** limit.\n\n3. On the **Queue Settings** panel, navigate to the **Pre-session\n SmartActions** section.\n\n4. Under the **Time Limit** configurations, select the\n **Estimated Wait Time** limit which the Pre-session\n SmartActions must not be triggered.\n\n5. Select the **Do not display** checkbox.\n\n6. Click the **Save** button. The Pre-session Smart Action feature will\n now be triggered in the specific mobile queue only when the queue\n estimated wait time is below the set threshold.\n\n| **Note:** This will be applicable for only Chat and Call support flows. Email support flow will always display Pre-session SmartActions.\n\n### Scenario 3: Smart Action as optional step in specific mobile queue\n\nTrigger the Pre-session SmartActions as an optional step in the Mobile support\nflow in a specific mobile queue.\n\n1. In the CCAI Platform portal, go to **Settings** \\\u003e **Queue** \\\u003e **Mobile**.\n\n2. Navigate to the **Queue Settings** page of the mobile queue\n where you want to set up the **Estimated Wait Time** limit by\n clicking on the name of the queue.\n\n3. On the **Queue Settings** panel on the right, navigate to the\n **Pre-session SmartActions** section.\n\n4. Under the **Flow Skip** configurations, select the **Optional**\n checkbox.\n\n5. Click the **Save** button. The Pre-session Smart Action flow in the\n specific mobile queue will now be optional in the mobile support\n flow and can be skipped if necessary."]]
