On the MyChats page, agents can check the User Details tab on the right-hand side of the screen. These details are collected from the user in the user journey on the bot.

The following user details are visible to the agents -

• Name
• Email
• Phone
• Country
• Timezone
• Platform

There is a small Show More option that expands the User Details section. You can use this section to display details that were collected from the user in the bot, apart from above-mentioned ones.

When will you need to show extra details?

There are two instances when you would require to display additional user details.

1. Displaying specific information

The agents may need extra information about the user for providing better & faster resolution.

How can the information be displayed?

• For signed-in user

  • You can provide custom parameters during the signup process.
  • These details need to be stored in the UserDetails table, as a key and value pair (this is done from the Code step on the Conversation Studio tool).
    • The value of “Key” will appear as the label for that user property.

• For guest user

  • You can collect information from the user in the bot flow and store it in the UserDetails table (this is done from the Code step on the Conversation Studio tool).

• For guest users with no bot

  • You will have to provide custom parameters during the signup process.

2. When agents require the information for creating CRM tickets

Whenever agent is required to create a ticket on some CRM tool, they might need extra user details. For that, an HTML file is required which has a button to save the information on the CRM. That HTML file would have access to the AthenaSDK, via which you can fetch user details and pre-load the HTML page if required.

Where will the User Details be available?

The User Details will be visible to those who have appropriate access to see the personal details of the users. To know more about the access, click here.

These User Details are available on -

• Raw Chat Link
• Chat Links
• Business/Teams in the View user details section (Refer to the GIF below)

Fetching User Details

• All the values collected from the user in the user journey using system entities such as person_name, phone_number, and so on are by default visible on the MyChats Page.

• For accessing the information passed during the custom sign up process, the details passed in the custom_data the parameter is stored in a variable called as user_details.

  These details can be accessed from the code step on the bot.

  There are 3 stages to display the user information

  • Access user_details on the code step.
    user_details = body.get('user_details')
  • Update the user_details dictionary with the information you want to display on the MyChats Page.
    user_details.update('address': 'address')
    You can access the custom_data already present in the user_details.
    For example, if date_of_birth is passed during custom sign up, you can access the value on code step as follows -
    dob = user_details.get('date_of_birth')
  • Pass the updated user_details in the final_response.

    final_response = {
     'status': True,
     'user_details': user_details
    }

Once you have updated the final_response all the details added in the user_details dictionary will be visible on the MyChats Page.

Please refer here to know more about custom sign up.