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 CCAI Platform during the session. For more information, see Reserved data properties.
Here are the user profile flags that can appear in the call adapter:
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_customerproperty to CCAI Platform.
Verified user: indicates that your organization has verified that the
end-user is a legitimate customer. When your organization sends the
reserved_verified_customerproperty to CCAI Platform, the Unverified user flag is replaced by the Verified user flag.
Bad actor: indicates that
your organization has determined that the end-user is potentially a bad actor.
When your organization sends the reserved_bad_actorproperty to CCAI Platform, the Bad actor flag displays.
Repeat customer: indicates that your organization has determined that
the end-user is a repeat customer. When your organization sends the
reserved_repeat_customerproperty 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:
Answer a chat request. For more information, see Answer a chat request.
In the chat adapter, click Details. The Details page appears.