Custom Attributes
This document is a comprehensive guide to use attributes in Live Chat and Chatbots for customer information collection, segmentation and more..
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This document is a comprehensive guide to use attributes in Live Chat and Chatbots for customer information collection, segmentation and more..
Last updated
Was this helpful?
Custom attribute is a feature where the user can store multiple visitor/ customer info to provide a more personalized message.
Custom attributes are visitor information either collected when they interact with a specific bot action or manually added by a live agent.
In context to chatbots & artificial intelligence, attributes refer to information collected. They are essential to provide a more personalized experience to visitor. Here are some benefits of using custom attributes-
Personalization: Custom attributes allow a personalized experience by saving visitor name, email, preferences & tailoring responses according those visitor information.
Decision Making: With the help of condition action, chatbots can take specific decisions & direct visitors to specific flow.
Engagement & Retention: Custom attributes results in a more personalized experience for a visitor. Chatbots can utilize custom attributes to reference visitor preference and provide a more engaging experience to the visitor. This results in higher visitor retention as visitors feel they are understood and receive relevant information, therefore they are more likely to use chatbot.
To create a custom attribute, follow the below steps:
Navigate to the settings tab at the left navigation bar (green box). Then click the "Attribute" sub-menu under general settings (yellow box). You will land in the attribute manager. Here users can create, modify & delete custom attributes.
In the attribute manager, you have to provide a name to your custom attribute in the attribute name text box (green box).
Then you have to select an attribute data type from available list (blue box). You have to select between text- any single or multiple character, List- multiple text response, Date- any type of calendar date, Numeric- any numeric value.
Then you can provide a default value for the attribute which is optional. After that you have to click the add button to create the new attribute. The add button will be grayed out if you don't provide a name and won't be able to create an attribute.
Here are some use cases for custom attribute in live chat:
HR Live Chat: Live chat can help to solve several HR related queries and custom attributes might include the employee's department, role, and recent interactions with HR.
Sales Live Chat: Live chat agents can use custom attributes to understand a customer's preferences and buying history as well as the customer's past purchases, wish list items, and browsing history.
E-commerce Live Chat: During a live chat session, agents may use custom attributes to assist customers with order-related questions like order status, shipping information, and product details saved into specific custom attributes.
You can create custom attributes in specific chatbot actions (question action, quick reply, button action, carrousel). For this you have to add an action and click the "Create" button from the save to attribute list(green box).
Then you will see a new drop down where you have to provide a attribute name, select a value format and click create.
You can save your visitors response to different chatbot question to different custom attribute by selecting from the list.
You can store a visitor selection(a button or quick reply) to a custom attribute. For this you have to assign a value to each button or quick reply and when a visitor clicks on the button, visitor selection will be saved to a specific attribute.
You can save visitors product selection (carousel item) to a custom attribute. For this you have to add a button to each carousel card and add a unique value to be saved to an attribute when a visitor clicks it.
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