Dynamic Agent Desktop

Your bot can also interact with the agent desktop to better focus agent attention, offer agents more relevant choices in a given situation, and enforce your processes. You can disable or hide controls in the agent user interface.

You can control these things:

• What custom buttons the agents see and whether they are enabled or disabled

• What conversation attributes the agents see and whether they can edit them

• Hide or disable built-in buttons

• Suggested reply the agent can use (or ignore)

Update to the user interface can be part of the CONVERSATION_UPDATE event. You can combine the update to the agent desktop with other updates or other actions. See the code sample

{
	"requestId": "f47ac10b-58cc-4372-a567-0e02b2c3d479",
	
	"actions": [
		{
			"type": "CONVERSATION_UPDATE",
			"desktop": {
				"defaultReply": {
					"title": "Optional description of the default reply",
					"subject": "Optional subject for emails",
					"message": "Body that shows in the agent reply field"
				},
				
				"toobar": [
					{
						"type": "action",
						"id": "escalate.legal",
						"status": "Disabled"
					},
					{
						"type": "attribute",
						"id": "queue",
						"status": "Disabled"
					},
					{
						"type": "action",
						"id": "escalate.privacy",
						"status": "Hidden"
					}
				],
				
				"leave": "Disabled",
				"resolve": "Disabled",
				"waitForCustomer": "Disabled",
				"askForHelp": "Hidden",
				"inviteExternal": "Enabled"
			}
		}
	]
}

Control Custom Buttons and Attributes

TODO