ConvIntelligenceSignalRule

Represents the conversation intelligence signal rule. The rule triggers actions based on real-time intelligence signals from your telephony system or keywords mentioned by support reps or customers. The rule contains a set of conditions (subrules) and the filter logic used to evaluate those conditions to determine whether to trigger actions.

Parent Type

This type extends the Metadata metadata type and inherits its fullName field.

File Suffix and Directory Location

ConvIntelligenceSignalRule components have the suffix .ConvIntelligenceSignalRule and are stored in the ConvIntelligenceSignalRule folder.

Version

ConvIntelligenceSignalRule components are available in API version 62.0 and later.

Special Access Rules

This type requires an add-on license for Service Cloud Voice for Amazon Connect, Service Cloud Voice for Partner Telephony with Amazon Connect, Service Cloud Voice for Partner Telephony, or Digital Engagement.

Fields

Field Name	Description
actionType	Field Type ConvIntelligenceActionType (enumeration of type string) Description Required. The conversation intelligence signal type. Values are: `AlertSupervisor`–Sends an alert to the supervisor. `AlertSupervisorAndAgent`–Sends an alert to the rep and supervisor. `LaunchFlow`–Triggers an auto-launched flow. If set, also set ActionValue. `LaunchNBA`–Recommends the next best action to the rep.
actionValue	Field Type string Description Action to perform based on the `actionType` specified. If `actionType` is set to LaunchFlow, this value is the `developerName` of the flow to be launched. For example, EmailAlert. For all other `actionType` values, don’t set this parameter.
active	Field Type boolean Description Required. Indicates whether the conversation intelligence signal rule is active (`true`) or inactive (`false`). The default value is `false`.
channelAddressIdentifier	Field Type string Description Required. ID (ChannelAddressIdentifier) of the Messaging channel or name (InternalName) of the Voice channel.
channelType	Field Type string Description Required. Channel type. For Messaging, possible values are: `AppleBusinessChat`—Represents Apple Messages for Business. `Custom`—Represents Bring Your Own Channel for Messaging or Bring Your Own Channel for CCaaS. `EmbeddedMessaging`—Represents Messaging for In-App and Web. `Facebook` `Text` `WhatsApp` For Voice, set this parameter to `Phone`.
criteria	Field Type string Description Required. Filter logic applied to the rule conditions (subrules). For example, ((1 AND 2) OR 3). The numbers in the formula are derived from the ConvIntelligenceSignalSubRule.order value plus 1. For example, filter logic (1 AND 2) is calculated by adding the first condition (`order`=0) with the second condition (`order`=1).
developerName	Field Type string Description Required. API name of the conversation intelligence signal rule.
participantRole	Field Type ConvParticipantRole (enumeration of type string) Description If `service` is set to KeywordMatch, this value determines whether the rule applies to utterances made by reps, customers, or both roles. Possible values are: Possible values are: `Agent` `AgentOrCustomer` `Customer` If `Service` is not set to KeywordMatch, don’t set this parameter.
ruleName	Field Type string Description Required. Name of the conversation intelligence signal rule.
service	Field Type ConvIntelligenceService (enumeration of type string) Description Required. Salesforce- or partner-provided intelligence source. For Salesforce-provided intelligence sources, set this parameter to `KeywordMatch`. For partner-provided intelligence sources, possible values are: `KeywordMatch` `AmazonConnectContactLens` If none of the options apply to you, contact your Salesforce representative for the service name.
subrule	Field Type ConvIntelligenceSignalSubRule[] Description A set of intelligence rules used to measure an agent or customer’s sentiment during a voice call.

ConvIntelligenceSignalSubRule

Represents a condition (subrule) within a conversation intelligence signal rule.

Field Name	Description
operandValue	Field Type string Description Required. Value of the signal type used to determine if the rule condition is met.
operator	Field Type ConvIntelligenceOperator (enumeration of type string) Description Required. Filter logic operator used to determine if the rule condition is met. Possible values are: `Equals` `GreaterThan` `In` `LessThan` `NotEquals`
order	Field Type int Description Required. Order the condition appears in relation to the other conditions in the list, with zero (0) being the first condition listed. If `type` is set to Keyword, the maximum value is 24. For all other `type` values, the maximum value is 4. This value is used when applying filter logic to the rule.
type	Field Type ConvIntelligenceType (enumeration of type string) Description Required. Type of conversation intelligence signal used by the rule to determine whether to trigger an action. This value depends on the ConvIntelligenceSignalRule.channelType and ConvIntelligenceSignalRule.service values. If service is set to KeywordMatch, possible values are: `Keyword`–A word or group of words spoken or typed. If service is set to `AmazonConnectContactLens`, possible values are: `Category`–Category name defined in your telephony system. If service is set to another value, contact your Salesforce representative for the conversation intelligence signal types available for your intelligence source.

Declarative Metadata Sample Definition

The following is an example of a ConvIntelligenceSignalRule component.

The following is an example package.xml that references the previous definition.

Wildcard Support in the Manifest File

This metadata type supports the wildcard character * (asterisk) in the package.xml manifest file. For information about using the manifest file, see Deploying and Retrieving Metadata with the Zip File.

Metadata API Developer Guide