When building your chat playbooks, you may want to make decisioning based on who owns a chat - such as who the conversation was routed to based on your routing rules, whose calendar a meeting was booked on, or who participated in the chat conversation.
Using Terminus Chat User Variables, you can incorporate chat ownership into your Logic Play and Concluding Play criteria.
There are four different variables that you can leverage:
- Primary Conversation Owner: The first user who was routed to according to your Routing Workflow.
- Fallback Conversation Owner: The second user who was notified if the Primary Conversation Owner does not answer according to your Routing Workflow.
- Conversation Participant: This is the user who accepts a chat invitation (or otherwise joins a chat) and participates in the live chat conversation.
- Meeting Owner: When a meeting is booked during a chat conversation, this is the user whose calendar the meeting is booked on.
These variables will populate automatically and do not require any initial setup steps.
How to Add the User Variables to Your Playbook Decisioning:
You can add these variables to your rules in a Logic Play or Concluding Play.
1. Click the "Select condition" dropdown for the rule in which you'd like to add a User Variable.
2. In the "Select condition" dropdown menu, you will see the User Variables as options under the Routing Conditions sections. Select the variable that you would like to add to this rule.
3. For each of these variables, you can set the following rules:
- Exists: Evaluates as "true" if a user is stored in the respective variable.
- Not Exists: Evaluates as "true" if there is not a user stored in the respective variable.
- Is: Evaluates as "true" if the user(s) you input are stored in the respective variable.
- Once you select "Is", a new field will appear for you to input the user names to check.
- Is Not: Evaluates as "true" if the user(s) you input are not stored in the respective variable.
- Once you select "Is Not", a new field will appear for you to input the user names to check.
4. Once you've configured the rule to your desired criteria, be sure to set the action that you want the playbook to take when this rule is true. For example, if you're configuring a Logic Play, you may want to have the playbook present that user's calendar. If you're configuring a Concluding Play, you may want to adjust the Salesforce Sync settings.
How to Check Which Users Were Owners of a Conversation:
When viewing a chat conversation in Chat Views, you can expand the "Routing Details" section on the right side panel to determine which user was stored in each of these variables.
Example User Variables in Chat Views:
By viewing the User Variables from the Routing Details section for this example conversation, we can infer that:
- Mike Williams was invited to the chat first (Primary Owner)
- Risa was invited as the fallback when Mike did not answer (Fallback Owner).
- Because the Chat Participant variable is "Not Set", we know that a Terminus Chat user did not join the live chat.
- However, the chatbot was leveraging the native Terminus Chat scheduler and a meeting was booked on Mike's calendar (Meeting Owner).
Note: User Variables will only be populated for chats that have occurred on and after December 14, 2022.
Example Use Case:
How to Use Round Robin with Scheduling Meetings
With User Groups, you can use round robin and user variables to evenly distribute opportunities for a meeting to be booked across your team members.
When you have round robin enabled for a user group, the first notified Terminus Chat User from the queue will be stored as the primary owner for that chat conversation. You can configure your playbooks to present this person's calendar if the chat notification is missed. For more details on how to configure round robin for your user groups, refer to the support guide: How To: Create and Manage Chat User Groups.