Fetch Chat Metadata block

Overview

The Fetch Chat Metadata block adds the chat transcript and/or customer information from a conversation, and saves that information as variables. This can be very useful when you’re setting up handoffs, so you can pass along additional information to the live agent.

Configuration

Save conversation transcripts, summaries, and customer information as variables for use in other blocks.

To configure the Fetch Chat Metadata block:

1. Under Select Variables for Inputs, beside Chatter Token, click inside the field and add the red chatter_token metavariable.

2. Under Save Response as Variables, click the Select Optional Variables drop-down menu, then select any optional variables you’d like to capture:

   • Transcript and Summary: Select this option to save the conversation transcript and summary to a variable.
   • Transcript Only: Select this option to save just the conversation transcript to a variable.
   • Summary Only: Select this option to save just the conversation summary to a variable.
   • Chatter Info: Select this option to save the customer’s metadata to a variable. This is the same information available about the customer’s meta variables when you’re viewing a chat transcript.

3. For each optional variable you selected, click the Choose a Variable drop-down menu, then select an existing variable, or create a new one, to capture the information.

4. Under Fallback Answer, you can click to edit the AI Agent’s response if an error occurs.