External agent represents a person or an organization outside of your company that can engage with the customers in the conversations.
Data Set Properties
| Property | Type ● Mandatory ○ Highly Recommended | Description |
|---|---|---|
| External Agent | PID | Primary identifier of the external agent. |
| External Agent Category | Entity | Custom high-level category of the external agents. You can use this for example to distinguish couriers, sellers, consulting partners, non-customer care company employees etc. |
| External Agent ID | Label for External Agent | Identifier of the external agent. This can be for example the agent email (support email of the partner). |
| External Agent Name | Label for External Agent | Human-readable name of the external agent. |
| External Agent Status | Entity | The status of the agent that enables to filter those that are active (more relevant for reporting). |