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.