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.

This type extends Metadata and inherits its fields.

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

Introduced in API version 62.0.

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.

• Type: ConvIntelligenceActionType (enumeration of type string)
• Required: Yes
• Description: Required. The conversation intelligence signal type. Values are:
• Possible values:
  • 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.

• Type: string

• Required: No

• 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.

• Type: boolean
• Required: Yes
• Description: Required. Indicates whether the conversation intelligence signal rule is active (true) or inactive (false). The default value is false.

• Type: string
• Required: Yes
• Description: Required. ID (ChannelAddressIdentifier) of the Messaging channel or name (InternalName) of the Voice channel.

• Type: string (enumeration of type string)

• Required: Yes

• Description: Required. Channel type.

  For Messaging,

  For Voice, set this parameter to Phone.

• Possible values:

  • 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

• Type: string
• Required: Yes
• 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).

• Type: string
• Required: Yes
• Description: Required. API name of the conversation intelligence signal rule.

• Type: ConvParticipantRole (enumeration of type string)
• Required: No
• 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:

• Type: string
• Required: Yes
• Description: Required. Name of the conversation intelligence signal rule.

• Type: ConvIntelligenceService (enumeration of type string)

• Required: Yes

• Description: Required. Salesforce- or partner-provided intelligence source.

  For Salesforce-provided intelligence sources, set this parameter to KeywordMatch.

  For partner-provided intelligence sources,

  If none of the options apply to you, contact your Salesforce representative for the service name.

• Possible values:

  • KeywordMatch
  • AmazonConnectContactLens

• Type: ConvIntelligenceSignalSubRule[]
• Required: No
• Description: A set of intelligence rules used to measure an agent or customer’s sentiment during a voice call.

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

• Type: string
• Required: Yes
• Description: Required. Value of the signal type used to determine if the rule condition is met.

• Type: ConvIntelligenceOperator (enumeration of type string)
• Required: Yes
• Description: Required. Filter logic operator used to determine if the rule condition is met.
• Possible values:
  • Equals
  • GreaterThan
  • In
  • LessThan
  • NotEquals

• Type: int
• Required: Yes
• 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: ConvIntelligenceType (enumeration of type string)
• Required: Yes
• 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.

The following is an example of a ConvIntelligenceSignalRule component.

1<?xml version="1.0" encoding="UTF-8"?>
2<ConvIntelligenceSignalRule xmlns="http://soap.sforce.com/2006/04/metadata">
3    <actionType>AlertSupervisor</actionType>
4    <active>true</active>   <channelAddressIdentifier>a12bc345-1303-44c2-866c-f30d546b58de</channelAddressIdentifier>
5    <channelType>Phone</channelType>
6    <criteria>1 OR 2</criteria>
7    <developerName>ConvIntelligenceRuleAPIName</developerName>
8    <participantRole>AgentOrCustomer</participantRole>
9    <ruleName>ConvIntelligenceRuleName</ruleName>
10    <service>KeywordMatch</service>
11    <subrule>
12        <operandValue>escalate_level_1</operandValue>
13        <operator>Equals</operator>
14        <order>0</order>
15        <type>Keyword</type>
16    </subrule>
17    <subrule>
18        <operandValue>escalate_level_2</operandValue>
19        <operator>Equals</operator>
20        <order>1</order>
21        <type>Keyword</type>
22    </subrule>
23</ConvIntelligenceSignalRule>

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

1<?xml version="1.0" encoding="UTF-8"?>
2<Package xmlns="http://soap.sforce.com/2006/04/metadata">
3    <types>
4        <members>*</members>
5        <name>ConversationIntelligenceSignalRule</name>
6    </types>
7    <version>62.0</version>
8</Package>

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.