| ActionType |
- Type
- picklist
- Properties
- Create, Filter, Group, Nillable, Restricted picklist, Sort, Update
- Description
-
Required. Action to take based on the conversation intelligence
signal detected during a conversation. Possible values are:
- Possible 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 |
- Type
- string
- Properties
- Create, Filter, Group, Nillable, Sort, Update
- 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.
|
| ConversationChannelId |
- Type
- reference
- Properties
- Create, Filter, Group, Sort, Update
- Description
-
Required. ID (ChannelAddressIdentifier) of
the Messaging channel or name
(InternalName) of the Voice channel.
- This field is a polymorphic relationship field.
- Relationship Name
- ConversationChannel
- Refers To
- CallCenter, MessagingChannel
|
| Criteria |
- Type
- string
- Properties
- Create, Filter, Group, Nillable, Sort, Update
- 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 |
- Type
- string
- Properties
- Required. Create, Filter, Group, Sort, Update
- Description
- API name of the conversation intelligence signal rule.
|
| IsActive |
- Type
- boolean
- Properties
- Create, Defaulted on create, Filter, Group, Sort, Update
- Description
- Required. Indicates whether the conversation intelligence signal
rule is active (true) or
inactive (false). The default
value is false.
|
| Label |
- Type
- string
- Properties
- Create, Filter, Group, Nillable, Sort, Update
- Description
- Name of the conversation intelligence signal rule.
|
| ParticipantRole |
- Type
- picklist
- Properties
- Create, Filter, Group, Nillable, Restricted picklist, Sort, Update
- 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.
|
| Service |
- Type
- picklist
- Properties
- Create, Filter, Group, Nillable, Restricted picklist, Sort, Update
- 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:
-
If none of the options apply to you, contact your Salesforce
representative for the service name.
|
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