Genesys Cloud - Main

Anyone have any more information / insight / screenshots for the new Conversation details for agents that is released this week? Was anyone part of a Beta?

The documentation articles in the release notes are a bit lacking.

Is there a new Architect Action that lets us update the values, is it just all participant data listed? How does it work?

The first article shows how an agent can view it. And the second is the generic how to navigate multi panels. 

The Idea page has an image of what it looks like for the Agent at least

But there is nothing I can find anywhere on what will be displayed, how we configure what is displayed.

I have the exact same questions. It seems particularly relevant now that we expect the ability to display custom participant attributes (set via Architect) within the new 'conversation details panel'.

It would be great to have official documentation or a quick-start guide for this feature, but it looks like we might have to explore it ourselves once it's released.

I saw a screenshot from the AHA ideas portal which suggests these details will appear in a new dedicated section within the multi-contextual panel. 

Anyone have any more information / insight / screenshots for the new Conversation details for agents that is released this week? Was anyone part of a Beta?

The documentation articles in the release notes are a bit lacking.

Is there a new Architect Action that lets us update the values, is it just all participant data listed? How does it work?

The first article shows how an agent can view it. And the second is the generic how to navigate multi panels. 

The Idea page has an image of what it looks like for the Agent at least

But there is nothing I can find anywhere on what will be displayed, how we configure what is displayed.

Hi @Orhun Sahin & @Anton Vroon

Here is the information that has been provided. I'm working with our documentation team for additional clarity...

The custom data is taken from the customer participant's attributes and is defined with pairs of labels and values. The label must have the key `context.customField[number]Label` and the corresponding value must have the key `context.customField[number]`, where number is 1, 2, or 3 and is the same for both the label and the value.

For example, to display a custom field `Foo: bar`, you would need the following in your customer participant attributes:

```typescript

{

    context.customField1: 'Foo',

    context.customField1Label: 'bar',

}

```

Participant Data

The Participant Data section is gated by the `agentUI:conversationSummary:view` permission. This section displays up to ten custom attributes of participant data attached to the customer participant. The keys of these attributes must begin with the prefix `conversationDetails.participantData.`. The rest of the key is the displayed label for the participant data. For example, if you want a participant data field with the label `Example Label`, the attribute key would be `conversationDetails.participantData.Example Label`. Capitalization and spaces are supported for the labels.

The attribute value will be the displayed value. You can optionally prefix the value with one of our supported types to format the value, as long as the value matches the provided type. For example, to display a checked checkbox, the value would be `checkbox:true`.

Example Participant Data Attributes:

```typescript

{

    conversationDetails.participantData.Date Joined: 'datetime:01 Jan 2024 00:00:00 GMT',

    conversationDetails.participantData.Valid Membership: 'checkbox:true',

    conversationDetails.participantData.Level: 'Gold',

}

```

Supported types:

I have the exact same questions. It seems particularly relevant now that we expect the ability to display custom participant attributes (set via Architect) within the new 'conversation details panel'.

It would be great to have official documentation or a quick-start guide for this feature, but it looks like we might have to explore it ourselves once it's released.

I saw a screenshot from the AHA ideas portal which suggests these details will appear in a new dedicated section within the multi-contextual panel. 

Anyone have any more information / insight / screenshots for the new Conversation details for agents that is released this week? Was anyone part of a Beta?

The documentation articles in the release notes are a bit lacking.

Is there a new Architect Action that lets us update the values, is it just all participant data listed? How does it work?

The first article shows how an agent can view it. And the second is the generic how to navigate multi panels. 

The Idea page has an image of what it looks like for the Agent at least

But there is nothing I can find anywhere on what will be displayed, how we configure what is displayed.

Thank you for these details, Nicholas!  This makes a lot more sense now!

Hi @Orhun Sahin & @Anton Vroon

Here is the information that has been provided. I'm working with our documentation team for additional clarity...

The custom data is taken from the customer participant's attributes and is defined with pairs of labels and values. The label must have the key `context.customField[number]Label` and the corresponding value must have the key `context.customField[number]`, where number is 1, 2, or 3 and is the same for both the label and the value.

For example, to display a custom field `Foo: bar`, you would need the following in your customer participant attributes:

```typescript

{

    context.customField1: 'Foo',

    context.customField1Label: 'bar',

}

```

Participant Data

The Participant Data section is gated by the `agentUI:conversationSummary:view` permission. This section displays up to ten custom attributes of participant data attached to the customer participant. The keys of these attributes must begin with the prefix `conversationDetails.participantData.`. The rest of the key is the displayed label for the participant data. For example, if you want a participant data field with the label `Example Label`, the attribute key would be `conversationDetails.participantData.Example Label`. Capitalization and spaces are supported for the labels.

The attribute value will be the displayed value. You can optionally prefix the value with one of our supported types to format the value, as long as the value matches the provided type. For example, to display a checked checkbox, the value would be `checkbox:true`.

Example Participant Data Attributes:

```typescript

{

    conversationDetails.participantData.Date Joined: 'datetime:01 Jan 2024 00:00:00 GMT',

    conversationDetails.participantData.Valid Membership: 'checkbox:true',

    conversationDetails.participantData.Level: 'Gold',

}

```

Supported types:

I have the exact same questions. It seems particularly relevant now that we expect the ability to display custom participant attributes (set via Architect) within the new 'conversation details panel'.

It would be great to have official documentation or a quick-start guide for this feature, but it looks like we might have to explore it ourselves once it's released.

I saw a screenshot from the AHA ideas portal which suggests these details will appear in a new dedicated section within the multi-contextual panel. 

Anyone have any more information / insight / screenshots for the new Conversation details for agents that is released this week? Was anyone part of a Beta?

The documentation articles in the release notes are a bit lacking.

Is there a new Architect Action that lets us update the values, is it just all participant data listed? How does it work?

The first article shows how an agent can view it. And the second is the generic how to navigate multi panels. 

The Idea page has an image of what it looks like for the Agent at least

But there is nothing I can find anywhere on what will be displayed, how we configure what is displayed.

Hi @Orhun Sahin & @Anton Vroon

Here is the information that has been provided. I'm working with our documentation team for additional clarity...

The custom data is taken from the customer participant's attributes and is defined with pairs of labels and values. The label must have the key `context.customField[number]Label` and the corresponding value must have the key `context.customField[number]`, where number is 1, 2, or 3 and is the same for both the label and the value.

For example, to display a custom field `Foo: bar`, you would need the following in your customer participant attributes:

```typescript

{

    context.customField1: 'Foo',

    context.customField1Label: 'bar',

}

```

Participant Data

The Participant Data section is gated by the `agentUI:conversationSummary:view` permission. This section displays up to ten custom attributes of participant data attached to the customer participant. The keys of these attributes must begin with the prefix `conversationDetails.participantData.`. The rest of the key is the displayed label for the participant data. For example, if you want a participant data field with the label `Example Label`, the attribute key would be `conversationDetails.participantData.Example Label`. Capitalization and spaces are supported for the labels.

The attribute value will be the displayed value. You can optionally prefix the value with one of our supported types to format the value, as long as the value matches the provided type. For example, to display a checked checkbox, the value would be `checkbox:true`.

Example Participant Data Attributes:

```typescript

{

    conversationDetails.participantData.Date Joined: 'datetime:01 Jan 2024 00:00:00 GMT',

    conversationDetails.participantData.Valid Membership: 'checkbox:true',

    conversationDetails.participantData.Level: 'Gold',

}

```

Supported types:

I have the exact same questions. It seems particularly relevant now that we expect the ability to display custom participant attributes (set via Architect) within the new 'conversation details panel'.

It would be great to have official documentation or a quick-start guide for this feature, but it looks like we might have to explore it ourselves once it's released.

I saw a screenshot from the AHA ideas portal which suggests these details will appear in a new dedicated section within the multi-contextual panel. 

Anyone have any more information / insight / screenshots for the new Conversation details for agents that is released this week? Was anyone part of a Beta?

The documentation articles in the release notes are a bit lacking.

Is there a new Architect Action that lets us update the values, is it just all participant data listed? How does it work?

The first article shows how an agent can view it. And the second is the generic how to navigate multi panels. 

The Idea page has an image of what it looks like for the Agent at least

But there is nothing I can find anywhere on what will be displayed, how we configure what is displayed.

Hi Nicholas, what about this brief summary of the contact profile?

Hi @Orhun Sahin & @Anton Vroon

Here is the information that has been provided. I'm working with our documentation team for additional clarity...

The custom data is taken from the customer participant's attributes and is defined with pairs of labels and values. The label must have the key `context.customField[number]Label` and the corresponding value must have the key `context.customField[number]`, where number is 1, 2, or 3 and is the same for both the label and the value.

For example, to display a custom field `Foo: bar`, you would need the following in your customer participant attributes:

```typescript

{

    context.customField1: 'Foo',

    context.customField1Label: 'bar',

}

```

Participant Data

The Participant Data section is gated by the `agentUI:conversationSummary:view` permission. This section displays up to ten custom attributes of participant data attached to the customer participant. The keys of these attributes must begin with the prefix `conversationDetails.participantData.`. The rest of the key is the displayed label for the participant data. For example, if you want a participant data field with the label `Example Label`, the attribute key would be `conversationDetails.participantData.Example Label`. Capitalization and spaces are supported for the labels.

The attribute value will be the displayed value. You can optionally prefix the value with one of our supported types to format the value, as long as the value matches the provided type. For example, to display a checked checkbox, the value would be `checkbox:true`.

Example Participant Data Attributes:

```typescript

{

    conversationDetails.participantData.Date Joined: 'datetime:01 Jan 2024 00:00:00 GMT',

    conversationDetails.participantData.Valid Membership: 'checkbox:true',

    conversationDetails.participantData.Level: 'Gold',

}

```

Supported types:

I have the exact same questions. It seems particularly relevant now that we expect the ability to display custom participant attributes (set via Architect) within the new 'conversation details panel'.

It would be great to have official documentation or a quick-start guide for this feature, but it looks like we might have to explore it ourselves once it's released.

I saw a screenshot from the AHA ideas portal which suggests these details will appear in a new dedicated section within the multi-contextual panel. 

Anyone have any more information / insight / screenshots for the new Conversation details for agents that is released this week? Was anyone part of a Beta?

The documentation articles in the release notes are a bit lacking.

Is there a new Architect Action that lets us update the values, is it just all participant data listed? How does it work?

The first article shows how an agent can view it. And the second is the generic how to navigate multi panels. 

The Idea page has an image of what it looks like for the Agent at least

But there is nothing I can find anywhere on what will be displayed, how we configure what is displayed.

Hi @Vaun McCarthy The brief summary "when available" is typically for Web chat (which is in the process of being deprecated).  This capability is new for all other channels 

Hi Nicholas, what about this brief summary of the contact profile?

Hi @Orhun Sahin & @Anton Vroon

Here is the information that has been provided. I'm working with our documentation team for additional clarity...

The custom data is taken from the customer participant's attributes and is defined with pairs of labels and values. The label must have the key `context.customField[number]Label` and the corresponding value must have the key `context.customField[number]`, where number is 1, 2, or 3 and is the same for both the label and the value.

For example, to display a custom field `Foo: bar`, you would need the following in your customer participant attributes:

```typescript

{

    context.customField1: 'Foo',

    context.customField1Label: 'bar',

}

```

Participant Data

The Participant Data section is gated by the `agentUI:conversationSummary:view` permission. This section displays up to ten custom attributes of participant data attached to the customer participant. The keys of these attributes must begin with the prefix `conversationDetails.participantData.`. The rest of the key is the displayed label for the participant data. For example, if you want a participant data field with the label `Example Label`, the attribute key would be `conversationDetails.participantData.Example Label`. Capitalization and spaces are supported for the labels.

The attribute value will be the displayed value. You can optionally prefix the value with one of our supported types to format the value, as long as the value matches the provided type. For example, to display a checked checkbox, the value would be `checkbox:true`.

Example Participant Data Attributes:

```typescript

{

    conversationDetails.participantData.Date Joined: 'datetime:01 Jan 2024 00:00:00 GMT',

    conversationDetails.participantData.Valid Membership: 'checkbox:true',

    conversationDetails.participantData.Level: 'Gold',

}

```

Supported types:

I have the exact same questions. It seems particularly relevant now that we expect the ability to display custom participant attributes (set via Architect) within the new 'conversation details panel'.

It would be great to have official documentation or a quick-start guide for this feature, but it looks like we might have to explore it ourselves once it's released.

I saw a screenshot from the AHA ideas portal which suggests these details will appear in a new dedicated section within the multi-contextual panel. 

Anyone have any more information / insight / screenshots for the new Conversation details for agents that is released this week? Was anyone part of a Beta?

The documentation articles in the release notes are a bit lacking.

Is there a new Architect Action that lets us update the values, is it just all participant data listed? How does it work?

The first article shows how an agent can view it. And the second is the generic how to navigate multi panels. 

The Idea page has an image of what it looks like for the Agent at least

But there is nothing I can find anywhere on what will be displayed, how we configure what is displayed.

Hi @Nicholas Robinson,

Thank you for your detailed explanations here. They were very helpful. May I get more elaboration on your previous notes below?

"The brief summary "when available" is typically for Web chat (which is in the process of being deprecated).  This capability is new for all other channels "

My client raised a query about the conditions of "brief summary of contact profile, when available". In another phrase, you mean, a brief summary is only available for Web chat which is going to be deprecated, thus other channels have no summary as such? Or any other condition for its appearance? It would be great to know the exact condition when we see it, so that we can give a better understanding to our clients.

As always, thank you for your kind support.

Hi @Vaun McCarthy The brief summary "when available" is typically for Web chat (which is in the process of being deprecated).  This capability is new for all other channels 

Hi Nicholas, what about this brief summary of the contact profile?

Hi @Orhun Sahin & @Anton Vroon

Here is the information that has been provided. I'm working with our documentation team for additional clarity...

The custom data is taken from the customer participant's attributes and is defined with pairs of labels and values. The label must have the key `context.customField[number]Label` and the corresponding value must have the key `context.customField[number]`, where number is 1, 2, or 3 and is the same for both the label and the value.

For example, to display a custom field `Foo: bar`, you would need the following in your customer participant attributes:

```typescript

{

    context.customField1: 'Foo',

    context.customField1Label: 'bar',

}

```

Participant Data

The Participant Data section is gated by the `agentUI:conversationSummary:view` permission. This section displays up to ten custom attributes of participant data attached to the customer participant. The keys of these attributes must begin with the prefix `conversationDetails.participantData.`. The rest of the key is the displayed label for the participant data. For example, if you want a participant data field with the label `Example Label`, the attribute key would be `conversationDetails.participantData.Example Label`. Capitalization and spaces are supported for the labels.

The attribute value will be the displayed value. You can optionally prefix the value with one of our supported types to format the value, as long as the value matches the provided type. For example, to display a checked checkbox, the value would be `checkbox:true`.

Example Participant Data Attributes:

```typescript

{

    conversationDetails.participantData.Date Joined: 'datetime:01 Jan 2024 00:00:00 GMT',

    conversationDetails.participantData.Valid Membership: 'checkbox:true',

    conversationDetails.participantData.Level: 'Gold',

}

```

Supported types:

I have the exact same questions. It seems particularly relevant now that we expect the ability to display custom participant attributes (set via Architect) within the new 'conversation details panel'.

It would be great to have official documentation or a quick-start guide for this feature, but it looks like we might have to explore it ourselves once it's released.

I saw a screenshot from the AHA ideas portal which suggests these details will appear in a new dedicated section within the multi-contextual panel. 

Anyone have any more information / insight / screenshots for the new Conversation details for agents that is released this week? Was anyone part of a Beta?

The documentation articles in the release notes are a bit lacking.

Is there a new Architect Action that lets us update the values, is it just all participant data listed? How does it work?

The first article shows how an agent can view it. And the second is the generic how to navigate multi panels. 

The Idea page has an image of what it looks like for the Agent at least

But there is nothing I can find anywhere on what will be displayed, how we configure what is displayed.

HI @Shigeki Sahashi

The other channels has the profile information (versus brief summary)... so to have the brief summary visible would be redundant and may introduce confusion for other channels since it may be present in the profile information.  

Thanks

Hi @Nicholas Robinson,

Thank you for your detailed explanations here. They were very helpful. May I get more elaboration on your previous notes below?

"The brief summary "when available" is typically for Web chat (which is in the process of being deprecated).  This capability is new for all other channels "

My client raised a query about the conditions of "brief summary of contact profile, when available". In another phrase, you mean, a brief summary is only available for Web chat which is going to be deprecated, thus other channels have no summary as such? Or any other condition for its appearance? It would be great to know the exact condition when we see it, so that we can give a better understanding to our clients.

As always, thank you for your kind support.

Hi @Vaun McCarthy The brief summary "when available" is typically for Web chat (which is in the process of being deprecated).  This capability is new for all other channels 

Hi Nicholas, what about this brief summary of the contact profile?

Hi @Orhun Sahin & @Anton Vroon

Here is the information that has been provided. I'm working with our documentation team for additional clarity...

The custom data is taken from the customer participant's attributes and is defined with pairs of labels and values. The label must have the key `context.customField[number]Label` and the corresponding value must have the key `context.customField[number]`, where number is 1, 2, or 3 and is the same for both the label and the value.

For example, to display a custom field `Foo: bar`, you would need the following in your customer participant attributes:

```typescript

{

    context.customField1: 'Foo',

    context.customField1Label: 'bar',

}

```

Participant Data

The Participant Data section is gated by the `agentUI:conversationSummary:view` permission. This section displays up to ten custom attributes of participant data attached to the customer participant. The keys of these attributes must begin with the prefix `conversationDetails.participantData.`. The rest of the key is the displayed label for the participant data. For example, if you want a participant data field with the label `Example Label`, the attribute key would be `conversationDetails.participantData.Example Label`. Capitalization and spaces are supported for the labels.

The attribute value will be the displayed value. You can optionally prefix the value with one of our supported types to format the value, as long as the value matches the provided type. For example, to display a checked checkbox, the value would be `checkbox:true`.

Example Participant Data Attributes:

```typescript

{

    conversationDetails.participantData.Date Joined: 'datetime:01 Jan 2024 00:00:00 GMT',

    conversationDetails.participantData.Valid Membership: 'checkbox:true',

    conversationDetails.participantData.Level: 'Gold',

}

```

Supported types:

I have the exact same questions. It seems particularly relevant now that we expect the ability to display custom participant attributes (set via Architect) within the new 'conversation details panel'.

It would be great to have official documentation or a quick-start guide for this feature, but it looks like we might have to explore it ourselves once it's released.

I saw a screenshot from the AHA ideas portal which suggests these details will appear in a new dedicated section within the multi-contextual panel. 

Anyone have any more information / insight / screenshots for the new Conversation details for agents that is released this week? Was anyone part of a Beta?

The documentation articles in the release notes are a bit lacking.

Is there a new Architect Action that lets us update the values, is it just all participant data listed? How does it work?

The first article shows how an agent can view it. And the second is the generic how to navigate multi panels. 

The Idea page has an image of what it looks like for the Agent at least

But there is nothing I can find anywhere on what will be displayed, how we configure what is displayed.

Hi @Orhun Sahin & @Anton Vroon

Here is the information that has been provided. I'm working with our documentation team for additional clarity...

The custom data is taken from the customer participant's attributes and is defined with pairs of labels and values. The label must have the key `context.customField[number]Label` and the corresponding value must have the key `context.customField[number]`, where number is 1, 2, or 3 and is the same for both the label and the value.

For example, to display a custom field `Foo: bar`, you would need the following in your customer participant attributes:

```typescript

{

    context.customField1: 'Foo',

    context.customField1Label: 'bar',

}

```

Participant Data

The Participant Data section is gated by the `agentUI:conversationSummary:view` permission. This section displays up to ten custom attributes of participant data attached to the customer participant. The keys of these attributes must begin with the prefix `conversationDetails.participantData.`. The rest of the key is the displayed label for the participant data. For example, if you want a participant data field with the label `Example Label`, the attribute key would be `conversationDetails.participantData.Example Label`. Capitalization and spaces are supported for the labels.

The attribute value will be the displayed value. You can optionally prefix the value with one of our supported types to format the value, as long as the value matches the provided type. For example, to display a checked checkbox, the value would be `checkbox:true`.

Example Participant Data Attributes:

```typescript

{

    conversationDetails.participantData.Date Joined: 'datetime:01 Jan 2024 00:00:00 GMT',

    conversationDetails.participantData.Valid Membership: 'checkbox:true',

    conversationDetails.participantData.Level: 'Gold',

}

```

Supported types:

I have the exact same questions. It seems particularly relevant now that we expect the ability to display custom participant attributes (set via Architect) within the new 'conversation details panel'.

It would be great to have official documentation or a quick-start guide for this feature, but it looks like we might have to explore it ourselves once it's released.

I saw a screenshot from the AHA ideas portal which suggests these details will appear in a new dedicated section within the multi-contextual panel. 

Anyone have any more information / insight / screenshots for the new Conversation details for agents that is released this week? Was anyone part of a Beta?

The documentation articles in the release notes are a bit lacking.

Is there a new Architect Action that lets us update the values, is it just all participant data listed? How does it work?

The first article shows how an agent can view it. And the second is the generic how to navigate multi panels. 

The Idea page has an image of what it looks like for the Agent at least

But there is nothing I can find anywhere on what will be displayed, how we configure what is displayed.

Hi @Orhun Sahin & @Anton Vroon

Here is the information that has been provided. I'm working with our documentation team for additional clarity...

The custom data is taken from the customer participant's attributes and is defined with pairs of labels and values. The label must have the key `context.customField[number]Label` and the corresponding value must have the key `context.customField[number]`, where number is 1, 2, or 3 and is the same for both the label and the value.

For example, to display a custom field `Foo: bar`, you would need the following in your customer participant attributes:

```typescript

{

    context.customField1: 'Foo',

    context.customField1Label: 'bar',

}

```

Participant Data

The Participant Data section is gated by the `agentUI:conversationSummary:view` permission. This section displays up to ten custom attributes of participant data attached to the customer participant. The keys of these attributes must begin with the prefix `conversationDetails.participantData.`. The rest of the key is the displayed label for the participant data. For example, if you want a participant data field with the label `Example Label`, the attribute key would be `conversationDetails.participantData.Example Label`. Capitalization and spaces are supported for the labels.

The attribute value will be the displayed value. You can optionally prefix the value with one of our supported types to format the value, as long as the value matches the provided type. For example, to display a checked checkbox, the value would be `checkbox:true`.

Example Participant Data Attributes:

```typescript

{

    conversationDetails.participantData.Date Joined: 'datetime:01 Jan 2024 00:00:00 GMT',

    conversationDetails.participantData.Valid Membership: 'checkbox:true',

    conversationDetails.participantData.Level: 'Gold',

}

```

Supported types:

I have the exact same questions. It seems particularly relevant now that we expect the ability to display custom participant attributes (set via Architect) within the new 'conversation details panel'.

It would be great to have official documentation or a quick-start guide for this feature, but it looks like we might have to explore it ourselves once it's released.

I saw a screenshot from the AHA ideas portal which suggests these details will appear in a new dedicated section within the multi-contextual panel. 

Anyone have any more information / insight / screenshots for the new Conversation details for agents that is released this week? Was anyone part of a Beta?

The documentation articles in the release notes are a bit lacking.

Is there a new Architect Action that lets us update the values, is it just all participant data listed? How does it work?

The first article shows how an agent can view it. And the second is the generic how to navigate multi panels. 

The Idea page has an image of what it looks like for the Agent at least

But there is nothing I can find anywhere on what will be displayed, how we configure what is displayed.

Dear Nicholas,

Can You send a link to the detailed documentation? I want to try this option, but don't know "how to start"

Hi @Orhun Sahin & @Anton Vroon

Here is the information that has been provided. I'm working with our documentation team for additional clarity...

The custom data is taken from the customer participant's attributes and is defined with pairs of labels and values. The label must have the key `context.customField[number]Label` and the corresponding value must have the key `context.customField[number]`, where number is 1, 2, or 3 and is the same for both the label and the value.

For example, to display a custom field `Foo: bar`, you would need the following in your customer participant attributes:

```typescript

{

    context.customField1: 'Foo',

    context.customField1Label: 'bar',

}

```

Participant Data

The Participant Data section is gated by the `agentUI:conversationSummary:view` permission. This section displays up to ten custom attributes of participant data attached to the customer participant. The keys of these attributes must begin with the prefix `conversationDetails.participantData.`. The rest of the key is the displayed label for the participant data. For example, if you want a participant data field with the label `Example Label`, the attribute key would be `conversationDetails.participantData.Example Label`. Capitalization and spaces are supported for the labels.

The attribute value will be the displayed value. You can optionally prefix the value with one of our supported types to format the value, as long as the value matches the provided type. For example, to display a checked checkbox, the value would be `checkbox:true`.

Example Participant Data Attributes:

```typescript

{

    conversationDetails.participantData.Date Joined: 'datetime:01 Jan 2024 00:00:00 GMT',

    conversationDetails.participantData.Valid Membership: 'checkbox:true',

    conversationDetails.participantData.Level: 'Gold',

}

```

Supported types:

I have the exact same questions. It seems particularly relevant now that we expect the ability to display custom participant attributes (set via Architect) within the new 'conversation details panel'.

It would be great to have official documentation or a quick-start guide for this feature, but it looks like we might have to explore it ourselves once it's released.

I saw a screenshot from the AHA ideas portal which suggests these details will appear in a new dedicated section within the multi-contextual panel. 

Anyone have any more information / insight / screenshots for the new Conversation details for agents that is released this week? Was anyone part of a Beta?

The documentation articles in the release notes are a bit lacking.

Is there a new Architect Action that lets us update the values, is it just all participant data listed? How does it work?

The first article shows how an agent can view it. And the second is the generic how to navigate multi panels. 

The Idea page has an image of what it looks like for the Agent at least

But there is nothing I can find anywhere on what will be displayed, how we configure what is displayed.

I have the exact same questions. It seems particularly relevant now that we expect the ability to display custom participant attributes (set via Architect) within the new 'conversation details panel'.

It would be great to have official documentation or a quick-start guide for this feature, but it looks like we might have to explore it ourselves once it's released.

I saw a screenshot from the AHA ideas portal which suggests these details will appear in a new dedicated section within the multi-contextual panel. 

Anyone have any more information / insight / screenshots for the new Conversation details for agents that is released this week? Was anyone part of a Beta?

The documentation articles in the release notes are a bit lacking.

Is there a new Architect Action that lets us update the values, is it just all participant data listed? How does it work?

The first article shows how an agent can view it. And the second is the generic how to navigate multi panels. 

The Idea page has an image of what it looks like for the Agent at least

But there is nothing I can find anywhere on what will be displayed, how we configure what is displayed.

Anyone have any more information / insight / screenshots for the new Conversation details for agents that is released this week? Was anyone part of a Beta?

The documentation articles in the release notes are a bit lacking.

Is there a new Architect Action that lets us update the values, is it just all participant data listed? How does it work?

The first article shows how an agent can view it. And the second is the generic how to navigate multi panels. 

The Idea page has an image of what it looks like for the Agent at least

But there is nothing I can find anywhere on what will be displayed, how we configure what is displayed.

I'm going to tag @Nicholas Robinson to see if they have any other information.

Anyone have any more information / insight / screenshots for the new Conversation details for agents that is released this week? Was anyone part of a Beta?

The documentation articles in the release notes are a bit lacking.

Is there a new Architect Action that lets us update the values, is it just all participant data listed? How does it work?

The first article shows how an agent can view it. And the second is the generic how to navigate multi panels. 

The Idea page has an image of what it looks like for the Agent at least

But there is nothing I can find anywhere on what will be displayed, how we configure what is displayed.

I can only recommend the following resources to start..

------------------------------
Nicholas Robinson
Principal Product Manager
Genesys - Employees

Original Message:
Sent: 04-01-2025 14:53
From: Jason Kleitz
Subject: New Conversation details for Agents feature

I'm going to tag @Nicholas Robinson to see if they have any other information.

------------------------------
Jason Kleitz
Online Community Manager/Moderator

Original Message:
Sent: 03-31-2025 21:36
From: Anton Vroon
Subject: New Conversation details for Agents feature

Anyone have any more information / insight / screenshots for the new Conversation details for agents that is released this week? Was anyone part of a Beta?

The documentation articles in the release notes are a bit lacking.

Is there a new Architect Action that lets us update the values, is it just all participant data listed? How does it work?

The first article shows how an agent can view it. And the second is the generic how to navigate multi panels. 

The Idea page has an image of what it looks like for the Agent at least

But there is nothing I can find anywhere on what will be displayed, how we configure what is displayed.

#Roadmap/NewFeatures
#SystemAdministration

------------------------------
Anton Vroon
------------------------------

Thanks Nicholas,

I would consider myself pretty adept at using Architect, and the tutorials provided tell me nothing about this new feature.

Is it all participant data that will be shown in the panel? Or a configurable selection?

Is it some new data type?

We just don't know how what data will be displayed, and how configurable it will be, if at all.

We shouldn't have to figure this out ourselves, this should be documented, and included in the release notes.

EDIT: I can't even seem to get the panel to show up. Other features in this week's release like Attribute Based Access Controls is available, released in my region. But this panel, can't get it to show up, even with the permissions mentioned applied. 

------------------------------
Anton Vroon

Original Message:
Sent: 04-01-2025 17:08
From: Nicholas Robinson
Subject: New Conversation details for Agents feature

I can only recommend the following resources to start..

------------------------------
Nicholas Robinson
Principal Product Manager
Genesys - Employees

Original Message:
Sent: 04-01-2025 14:53
From: Jason Kleitz
Subject: New Conversation details for Agents feature

I'm going to tag @Nicholas Robinson to see if they have any other information.

------------------------------
Jason Kleitz
Online Community Manager/Moderator

Original Message:
Sent: 03-31-2025 21:36
From: Anton Vroon
Subject: New Conversation details for Agents feature

Anyone have any more information / insight / screenshots for the new Conversation details for agents that is released this week? Was anyone part of a Beta?

The documentation articles in the release notes are a bit lacking.

Is there a new Architect Action that lets us update the values, is it just all participant data listed? How does it work?

The first article shows how an agent can view it. And the second is the generic how to navigate multi panels. 

The Idea page has an image of what it looks like for the Agent at least

But there is nothing I can find anywhere on what will be displayed, how we configure what is displayed.

#Roadmap/NewFeatures
#SystemAdministration

------------------------------
Anton Vroon
------------------------------

Likewise here.  I see it listed in the admin panel manager settings, but no matter what I do I can't get it to come up for any user.

Thanks Nicholas,

I would consider myself pretty adept at using Architect, and the tutorials provided tell me nothing about this new feature.

Is it all participant data that will be shown in the panel? Or a configurable selection?

Is it some new data type?

We just don't know how what data will be displayed, and how configurable it will be, if at all.

We shouldn't have to figure this out ourselves, this should be documented, and included in the release notes.

EDIT: I can't even seem to get the panel to show up. Other features in this week's release like Attribute Based Access Controls is available, released in my region. But this panel, can't get it to show up, even with the permissions mentioned applied. 

------------------------------
Anton Vroon

Original Message:
Sent: 04-01-2025 17:08
From: Nicholas Robinson
Subject: New Conversation details for Agents feature

I can only recommend the following resources to start..

------------------------------
Nicholas Robinson
Principal Product Manager
Genesys - Employees

Original Message:
Sent: 04-01-2025 14:53
From: Jason Kleitz
Subject: New Conversation details for Agents feature

I'm going to tag @Nicholas Robinson to see if they have any other information.

------------------------------
Jason Kleitz
Online Community Manager/Moderator

Original Message:
Sent: 03-31-2025 21:36
From: Anton Vroon
Subject: New Conversation details for Agents feature

Anyone have any more information / insight / screenshots for the new Conversation details for agents that is released this week? Was anyone part of a Beta?

The documentation articles in the release notes are a bit lacking.

Is there a new Architect Action that lets us update the values, is it just all participant data listed? How does it work?

The first article shows how an agent can view it. And the second is the generic how to navigate multi panels. 

The Idea page has an image of what it looks like for the Agent at least

But there is nothing I can find anywhere on what will be displayed, how we configure what is displayed.

#Roadmap/NewFeatures
#SystemAdministration

------------------------------
Anton Vroon
------------------------------

You have to name participant data in the format: conversationSummary.participantData.valueDesiredDisplayName

But of course, Genesys has outperformed themselves with the providing required info to setup new functionality by getting guided to the page that says nothing about it ...

Likewise here.  I see it listed in the admin panel manager settings, but no matter what I do I can't get it to come up for any user.

Thanks Nicholas,

I would consider myself pretty adept at using Architect, and the tutorials provided tell me nothing about this new feature.

Is it all participant data that will be shown in the panel? Or a configurable selection?

Is it some new data type?

We just don't know how what data will be displayed, and how configurable it will be, if at all.

We shouldn't have to figure this out ourselves, this should be documented, and included in the release notes.

EDIT: I can't even seem to get the panel to show up. Other features in this week's release like Attribute Based Access Controls is available, released in my region. But this panel, can't get it to show up, even with the permissions mentioned applied. 

------------------------------
Anton Vroon

Original Message:
Sent: 04-01-2025 17:08
From: Nicholas Robinson
Subject: New Conversation details for Agents feature

I can only recommend the following resources to start..

------------------------------
Nicholas Robinson
Principal Product Manager
Genesys - Employees

Original Message:
Sent: 04-01-2025 14:53
From: Jason Kleitz
Subject: New Conversation details for Agents feature

I'm going to tag @Nicholas Robinson to see if they have any other information.

------------------------------
Jason Kleitz
Online Community Manager/Moderator

Original Message:
Sent: 03-31-2025 21:36
From: Anton Vroon
Subject: New Conversation details for Agents feature

Anyone have any more information / insight / screenshots for the new Conversation details for agents that is released this week? Was anyone part of a Beta?

The documentation articles in the release notes are a bit lacking.

Is there a new Architect Action that lets us update the values, is it just all participant data listed? How does it work?

The first article shows how an agent can view it. And the second is the generic how to navigate multi panels. 

The Idea page has an image of what it looks like for the Agent at least

But there is nothing I can find anywhere on what will be displayed, how we configure what is displayed.

#Roadmap/NewFeatures
#SystemAdministration

------------------------------
Anton Vroon
------------------------------

You have to name participant data in the format: conversationSummary.participantData.valueDesiredDisplayName

But of course, Genesys has outperformed themselves with the providing required info to setup new functionality by getting guided to the page that says nothing about it ...

Likewise here.  I see it listed in the admin panel manager settings, but no matter what I do I can't get it to come up for any user.

Thanks Nicholas,

I would consider myself pretty adept at using Architect, and the tutorials provided tell me nothing about this new feature.

Is it all participant data that will be shown in the panel? Or a configurable selection?

Is it some new data type?

We just don't know how what data will be displayed, and how configurable it will be, if at all.

We shouldn't have to figure this out ourselves, this should be documented, and included in the release notes.

EDIT: I can't even seem to get the panel to show up. Other features in this week's release like Attribute Based Access Controls is available, released in my region. But this panel, can't get it to show up, even with the permissions mentioned applied. 

------------------------------
Anton Vroon

Original Message:
Sent: 04-01-2025 17:08
From: Nicholas Robinson
Subject: New Conversation details for Agents feature

I can only recommend the following resources to start..

------------------------------
Nicholas Robinson
Principal Product Manager
Genesys - Employees

Original Message:
Sent: 04-01-2025 14:53
From: Jason Kleitz
Subject: New Conversation details for Agents feature

I'm going to tag @Nicholas Robinson to see if they have any other information.

------------------------------
Jason Kleitz
Online Community Manager/Moderator

Original Message:
Sent: 03-31-2025 21:36
From: Anton Vroon
Subject: New Conversation details for Agents feature

Anyone have any more information / insight / screenshots for the new Conversation details for agents that is released this week? Was anyone part of a Beta?

The documentation articles in the release notes are a bit lacking.

Is there a new Architect Action that lets us update the values, is it just all participant data listed? How does it work?

The first article shows how an agent can view it. And the second is the generic how to navigate multi panels. 

The Idea page has an image of what it looks like for the Agent at least

But there is nothing I can find anywhere on what will be displayed, how we configure what is displayed.

#Roadmap/NewFeatures
#SystemAdministration

------------------------------
Anton Vroon
------------------------------

Likewise here.  I see it listed in the admin panel manager settings, but no matter what I do I can't get it to come up for any user.

Thanks Nicholas,

I would consider myself pretty adept at using Architect, and the tutorials provided tell me nothing about this new feature.

Is it all participant data that will be shown in the panel? Or a configurable selection?

Is it some new data type?

We just don't know how what data will be displayed, and how configurable it will be, if at all.

We shouldn't have to figure this out ourselves, this should be documented, and included in the release notes.

EDIT: I can't even seem to get the panel to show up. Other features in this week's release like Attribute Based Access Controls is available, released in my region. But this panel, can't get it to show up, even with the permissions mentioned applied. 

------------------------------
Anton Vroon

Original Message:
Sent: 04-01-2025 17:08
From: Nicholas Robinson
Subject: New Conversation details for Agents feature

I can only recommend the following resources to start..

------------------------------
Nicholas Robinson
Principal Product Manager
Genesys - Employees

Original Message:
Sent: 04-01-2025 14:53
From: Jason Kleitz
Subject: New Conversation details for Agents feature

I'm going to tag @Nicholas Robinson to see if they have any other information.

------------------------------
Jason Kleitz
Online Community Manager/Moderator

Original Message:
Sent: 03-31-2025 21:36
From: Anton Vroon
Subject: New Conversation details for Agents feature

Anyone have any more information / insight / screenshots for the new Conversation details for agents that is released this week? Was anyone part of a Beta?

The documentation articles in the release notes are a bit lacking.

Is there a new Architect Action that lets us update the values, is it just all participant data listed? How does it work?

The first article shows how an agent can view it. And the second is the generic how to navigate multi panels. 

The Idea page has an image of what it looks like for the Agent at least

But there is nothing I can find anywhere on what will be displayed, how we configure what is displayed.

#Roadmap/NewFeatures
#SystemAdministration

------------------------------
Anton Vroon
------------------------------

Hi @Vaun McCarthy. I hope this helps ... I'm working with Doc team for some additional examples and support..

The custom data is taken from the customer participant's attributes and is defined with pairs of labels and values. The label must have the key `context.customField[number]Label` and the corresponding value must have the key `context.customField[number]`, where number is 1, 2, or 3 and is the same for both the label and the value.

For example, to display a custom field `Foo: bar`, you would need the following in your customer participant attributes:

```typescript

{

    context.customField1: 'Foo',

    context.customField1Label: 'bar',

}

```

Participant Data

The Participant Data section is gated by the `agentUI:conversationSummary:view` permission. This section displays up to ten custom attributes of participant data attached to the customer participant. The keys of these attributes must begin with the prefix `conversationDetails.participantData.`. The rest of the key is the displayed label for the participant data. For example, if you want a participant data field with the label `Example Label`, the attribute key would be `conversationDetails.participantData.Example Label`. Capitalization and spaces are supported for the labels.

The attribute value will be the displayed value. You can optionally prefix the value with one of our supported types to format the value, as long as the value matches the provided type. For example, to display a checked checkbox, the value would be `checkbox:true`.

Example Participant Data Attributes:

```typescript

{

    conversationDetails.participantData.Date Joined: 'datetime:01 Jan 2024 00:00:00 GMT',

    conversationDetails.participantData.Valid Membership: 'checkbox:true',

    conversationDetails.participantData.Level: 'Gold',

}

```

Supported types:

------------------------------
Nicholas Robinson
Principal Product Manager
Genesys - Employees

Original Message:
Sent: 04-02-2025 14:32
From: Vaun McCarthy
Subject: New Conversation details for Agents feature

Likewise here.  I see it listed in the admin panel manager settings, but no matter what I do I can't get it to come up for any user.

------------------------------
Vaun McCarthy

Original Message:
Sent: 04-01-2025 17:17
From: Anton Vroon
Subject: New Conversation details for Agents feature

Thanks Nicholas,

I would consider myself pretty adept at using Architect, and the tutorials provided tell me nothing about this new feature.

Is it all participant data that will be shown in the panel? Or a configurable selection?

Is it some new data type?

We just don't know how what data will be displayed, and how configurable it will be, if at all.

We shouldn't have to figure this out ourselves, this should be documented, and included in the release notes.

EDIT: I can't even seem to get the panel to show up. Other features in this week's release like Attribute Based Access Controls is available, released in my region. But this panel, can't get it to show up, even with the permissions mentioned applied. 

------------------------------
Anton Vroon

Original Message:
Sent: 04-01-2025 17:08
From: Nicholas Robinson
Subject: New Conversation details for Agents feature

I can only recommend the following resources to start..

------------------------------
Nicholas Robinson
Principal Product Manager
Genesys - Employees

Original Message:
Sent: 04-01-2025 14:53
From: Jason Kleitz
Subject: New Conversation details for Agents feature

I'm going to tag @Nicholas Robinson to see if they have any other information.

------------------------------
Jason Kleitz
Online Community Manager/Moderator

Original Message:
Sent: 03-31-2025 21:36
From: Anton Vroon
Subject: New Conversation details for Agents feature

Anyone have any more information / insight / screenshots for the new Conversation details for agents that is released this week? Was anyone part of a Beta?

The documentation articles in the release notes are a bit lacking.

Is there a new Architect Action that lets us update the values, is it just all participant data listed? How does it work?

The first article shows how an agent can view it. And the second is the generic how to navigate multi panels. 

The Idea page has an image of what it looks like for the Agent at least

But there is nothing I can find anywhere on what will be displayed, how we configure what is displayed.

#Roadmap/NewFeatures
#SystemAdministration

------------------------------
Anton Vroon
------------------------------

EDIT:I have this working now and yes it does appear the panel won't even show if there is no conversation details participant data set.

Hi Nicholas, a couple of questions as follow-up please.  It may be because I'm still waking up here.

• When using the set participant data action in Architect, can you please clarify how that would be done?
• In your examples you give datetime:xxxx but in the table the type should be date
• Does the panel not even show up if there are no participant data attributes?
• Does text not actually need the type specified?
• Could you maybe throw in a screenshot example of this being set in Architect with the documentation so there's no confusion please?

------------------------------
Vaun McCarthy

Original Message:
Sent: 04-03-2025 08:01
From: Nicholas Robinson
Subject: New Conversation details for Agents feature

Hi @Vaun McCarthy. I hope this helps ... I'm working with Doc team for some additional examples and support..

The custom data is taken from the customer participant's attributes and is defined with pairs of labels and values. The label must have the key `context.customField[number]Label` and the corresponding value must have the key `context.customField[number]`, where number is 1, 2, or 3 and is the same for both the label and the value.

For example, to display a custom field `Foo: bar`, you would need the following in your customer participant attributes:

```typescript

{

    context.customField1: 'Foo',

    context.customField1Label: 'bar',

}

```

Participant Data

The Participant Data section is gated by the `agentUI:conversationSummary:view` permission. This section displays up to ten custom attributes of participant data attached to the customer participant. The keys of these attributes must begin with the prefix `conversationDetails.participantData.`. The rest of the key is the displayed label for the participant data. For example, if you want a participant data field with the label `Example Label`, the attribute key would be `conversationDetails.participantData.Example Label`. Capitalization and spaces are supported for the labels.

The attribute value will be the displayed value. You can optionally prefix the value with one of our supported types to format the value, as long as the value matches the provided type. For example, to display a checked checkbox, the value would be `checkbox:true`.

Example Participant Data Attributes:

```typescript

{

    conversationDetails.participantData.Date Joined: 'datetime:01 Jan 2024 00:00:00 GMT',

    conversationDetails.participantData.Valid Membership: 'checkbox:true',

    conversationDetails.participantData.Level: 'Gold',

}

```

Supported types:

------------------------------
Nicholas Robinson
Principal Product Manager
Genesys - Employees

Original Message:
Sent: 04-02-2025 14:32
From: Vaun McCarthy
Subject: New Conversation details for Agents feature

Likewise here.  I see it listed in the admin panel manager settings, but no matter what I do I can't get it to come up for any user.

------------------------------
Vaun McCarthy

Original Message:
Sent: 04-01-2025 17:17
From: Anton Vroon
Subject: New Conversation details for Agents feature

Thanks Nicholas,

I would consider myself pretty adept at using Architect, and the tutorials provided tell me nothing about this new feature.

Is it all participant data that will be shown in the panel? Or a configurable selection?

Is it some new data type?

We just don't know how what data will be displayed, and how configurable it will be, if at all.

We shouldn't have to figure this out ourselves, this should be documented, and included in the release notes.

EDIT: I can't even seem to get the panel to show up. Other features in this week's release like Attribute Based Access Controls is available, released in my region. But this panel, can't get it to show up, even with the permissions mentioned applied. 

------------------------------
Anton Vroon

Original Message:
Sent: 04-01-2025 17:08
From: Nicholas Robinson
Subject: New Conversation details for Agents feature

I can only recommend the following resources to start..

------------------------------
Nicholas Robinson
Principal Product Manager
Genesys - Employees

Original Message:
Sent: 04-01-2025 14:53
From: Jason Kleitz
Subject: New Conversation details for Agents feature

I'm going to tag @Nicholas Robinson to see if they have any other information.

------------------------------
Jason Kleitz
Online Community Manager/Moderator

Original Message:
Sent: 03-31-2025 21:36
From: Anton Vroon
Subject: New Conversation details for Agents feature

Anyone have any more information / insight / screenshots for the new Conversation details for agents that is released this week? Was anyone part of a Beta?

The documentation articles in the release notes are a bit lacking.

Is there a new Architect Action that lets us update the values, is it just all participant data listed? How does it work?

The first article shows how an agent can view it. And the second is the generic how to navigate multi panels. 

The Idea page has an image of what it looks like for the Agent at least

But there is nothing I can find anywhere on what will be displayed, how we configure what is displayed.

#Roadmap/NewFeatures
#SystemAdministration

------------------------------
Anton Vroon
------------------------------

HI @Vaun McCarthy

Here's an architect example...

I can provide an example of an Architect flow that adds participant data to the conversation for Conversation Details.

For full context, the example flow I created is an In-Queue Email Flow. This screenshot is my entire Architect flow. The only step you need for the purposes of Conversation Details is the Set Participant Data step.

The data I added in the Set Participant Data step is the following:

1. Attribute Name 1: conversationDetails.participantData.Account Balance
   Value to Assign 1: number:1090.56
2. Attribute Name 2: conversationDetails.participantData.Valid Membership
   Value to Assign 2: checkbox:true
3. Attribute Name 3: conversationDetails.participantData.Details
   Value to Assign 3: longtext:Lorem ipsum dolor sit amet, consectetur adipiscing elit. Sed porttitor diam at libero ultrices, vel lacinia tellus aliquam. Nunc et massa elementum, eleifend elit non, varius ex. Nulla facilisi.
4. Attribute Name 4: conversationDetails.participantData.Flight Points
   Value to Assign 4: integer:7595
5. Attribute Name 5: conversationDetails.participantData.Membership
   Value to Assign 5: enum:Platinum
6. Attribute Name 6: conversationDetails.participantData.Name
   Value to Assign 6: text:John Doe
7. Attribute Name 7: conversationDetails.participantData.Scheduled Flight
   Value to Assign 7: datetime:2025-3-12
8. Attribute Name 8: conversationDetails.participantData.Tags
   Value to Assign 8: tag:Platinum, Member, Flight Scheduled
9. Attribute Name 9: conversationDetails.participantData.Username
   Value to Assign 9: identifier:john.doe
10. Attribute Name 10: conversationDetails.participantData.Website
    Value to Assign 10: url:https://www.google.com/

Note that each attribute name is prefixed with `conversationDetails.participantData.` The remaining text in the Attribute Name will be used as the label in Conversation Details. This prefix is necessary.

In every Value to Assign in my example the value is prefixed with a type like `number:` to allow for additional formatting, and any text after the prefix is used as the actual value. These types were listed in the table in the first email of this thread. This prefix is optional.

This example Architect Flow results in the following data presented in Conversation Details:

EDIT:I have this working now and yes it does appear the panel won't even show if there is no conversation details participant data set.

Hi Nicholas, a couple of questions as follow-up please.  It may be because I'm still waking up here.

• When using the set participant data action in Architect, can you please clarify how that would be done?
• In your examples you give datetime:xxxx but in the table the type should be date
• Does the panel not even show up if there are no participant data attributes?
• Does text not actually need the type specified?
• Could you maybe throw in a screenshot example of this being set in Architect with the documentation so there's no confusion please?

------------------------------
Vaun McCarthy

Original Message:
Sent: 04-03-2025 08:01
From: Nicholas Robinson
Subject: New Conversation details for Agents feature

Hi @Vaun McCarthy. I hope this helps ... I'm working with Doc team for some additional examples and support..

The custom data is taken from the customer participant's attributes and is defined with pairs of labels and values. The label must have the key `context.customField[number]Label` and the corresponding value must have the key `context.customField[number]`, where number is 1, 2, or 3 and is the same for both the label and the value.

For example, to display a custom field `Foo: bar`, you would need the following in your customer participant attributes:

```typescript

{

    context.customField1: 'Foo',

    context.customField1Label: 'bar',

}

```

Participant Data

The Participant Data section is gated by the `agentUI:conversationSummary:view` permission. This section displays up to ten custom attributes of participant data attached to the customer participant. The keys of these attributes must begin with the prefix `conversationDetails.participantData.`. The rest of the key is the displayed label for the participant data. For example, if you want a participant data field with the label `Example Label`, the attribute key would be `conversationDetails.participantData.Example Label`. Capitalization and spaces are supported for the labels.

The attribute value will be the displayed value. You can optionally prefix the value with one of our supported types to format the value, as long as the value matches the provided type. For example, to display a checked checkbox, the value would be `checkbox:true`.

Example Participant Data Attributes:

```typescript

{

    conversationDetails.participantData.Date Joined: 'datetime:01 Jan 2024 00:00:00 GMT',

    conversationDetails.participantData.Valid Membership: 'checkbox:true',

    conversationDetails.participantData.Level: 'Gold',

}

```

Supported types:

------------------------------
Nicholas Robinson
Principal Product Manager
Genesys - Employees

Original Message:
Sent: 04-02-2025 14:32
From: Vaun McCarthy
Subject: New Conversation details for Agents feature

Likewise here.  I see it listed in the admin panel manager settings, but no matter what I do I can't get it to come up for any user.

------------------------------
Vaun McCarthy

Original Message:
Sent: 04-01-2025 17:17
From: Anton Vroon
Subject: New Conversation details for Agents feature

Thanks Nicholas,

I would consider myself pretty adept at using Architect, and the tutorials provided tell me nothing about this new feature.

Is it all participant data that will be shown in the panel? Or a configurable selection?

Is it some new data type?

We just don't know how what data will be displayed, and how configurable it will be, if at all.

We shouldn't have to figure this out ourselves, this should be documented, and included in the release notes.

EDIT: I can't even seem to get the panel to show up. Other features in this week's release like Attribute Based Access Controls is available, released in my region. But this panel, can't get it to show up, even with the permissions mentioned applied. 

------------------------------
Anton Vroon

Original Message:
Sent: 04-01-2025 17:08
From: Nicholas Robinson
Subject: New Conversation details for Agents feature

I can only recommend the following resources to start..

------------------------------
Nicholas Robinson
Principal Product Manager
Genesys - Employees

Original Message:
Sent: 04-01-2025 14:53
From: Jason Kleitz
Subject: New Conversation details for Agents feature

I'm going to tag @Nicholas Robinson to see if they have any other information.

------------------------------
Jason Kleitz
Online Community Manager/Moderator

Original Message:
Sent: 03-31-2025 21:36
From: Anton Vroon
Subject: New Conversation details for Agents feature

Anyone have any more information / insight / screenshots for the new Conversation details for agents that is released this week? Was anyone part of a Beta?

The documentation articles in the release notes are a bit lacking.

Is there a new Architect Action that lets us update the values, is it just all participant data listed? How does it work?

The first article shows how an agent can view it. And the second is the generic how to navigate multi panels. 

The Idea page has an image of what it looks like for the Agent at least

But there is nothing I can find anywhere on what will be displayed, how we configure what is displayed.

#Roadmap/NewFeatures
#SystemAdministration

------------------------------
Anton Vroon
------------------------------

HI @Vaun McCarthy

Here's an architect example...

I can provide an example of an Architect flow that adds participant data to the conversation for Conversation Details.

For full context, the example flow I created is an In-Queue Email Flow. This screenshot is my entire Architect flow. The only step you need for the purposes of Conversation Details is the Set Participant Data step.

The data I added in the Set Participant Data step is the following:

1. Attribute Name 1: conversationDetails.participantData.Account Balance
   Value to Assign 1: number:1090.56
2. Attribute Name 2: conversationDetails.participantData.Valid Membership
   Value to Assign 2: checkbox:true
3. Attribute Name 3: conversationDetails.participantData.Details
   Value to Assign 3: longtext:Lorem ipsum dolor sit amet, consectetur adipiscing elit. Sed porttitor diam at libero ultrices, vel lacinia tellus aliquam. Nunc et massa elementum, eleifend elit non, varius ex. Nulla facilisi.
4. Attribute Name 4: conversationDetails.participantData.Flight Points
   Value to Assign 4: integer:7595
5. Attribute Name 5: conversationDetails.participantData.Membership
   Value to Assign 5: enum:Platinum
6. Attribute Name 6: conversationDetails.participantData.Name
   Value to Assign 6: text:John Doe
7. Attribute Name 7: conversationDetails.participantData.Scheduled Flight
   Value to Assign 7: datetime:2025-3-12
8. Attribute Name 8: conversationDetails.participantData.Tags
   Value to Assign 8: tag:Platinum, Member, Flight Scheduled
9. Attribute Name 9: conversationDetails.participantData.Username
   Value to Assign 9: identifier:john.doe
10. Attribute Name 10: conversationDetails.participantData.Website
    Value to Assign 10: url:https://www.google.com/

Note that each attribute name is prefixed with `conversationDetails.participantData.` The remaining text in the Attribute Name will be used as the label in Conversation Details. This prefix is necessary.

In every Value to Assign in my example the value is prefixed with a type like `number:` to allow for additional formatting, and any text after the prefix is used as the actual value. These types were listed in the table in the first email of this thread. This prefix is optional.

This example Architect Flow results in the following data presented in Conversation Details:

EDIT:I have this working now and yes it does appear the panel won't even show if there is no conversation details participant data set.

Hi Nicholas, a couple of questions as follow-up please.  It may be because I'm still waking up here.

• When using the set participant data action in Architect, can you please clarify how that would be done?
• In your examples you give datetime:xxxx but in the table the type should be date
• Does the panel not even show up if there are no participant data attributes?
• Does text not actually need the type specified?
• Could you maybe throw in a screenshot example of this being set in Architect with the documentation so there's no confusion please?

------------------------------
Vaun McCarthy

Original Message:
Sent: 04-03-2025 08:01
From: Nicholas Robinson
Subject: New Conversation details for Agents feature

Hi @Vaun McCarthy. I hope this helps ... I'm working with Doc team for some additional examples and support..

The custom data is taken from the customer participant's attributes and is defined with pairs of labels and values. The label must have the key `context.customField[number]Label` and the corresponding value must have the key `context.customField[number]`, where number is 1, 2, or 3 and is the same for both the label and the value.

For example, to display a custom field `Foo: bar`, you would need the following in your customer participant attributes:

```typescript

{

    context.customField1: 'Foo',

    context.customField1Label: 'bar',

}

```

Participant Data

The Participant Data section is gated by the `agentUI:conversationSummary:view` permission. This section displays up to ten custom attributes of participant data attached to the customer participant. The keys of these attributes must begin with the prefix `conversationDetails.participantData.`. The rest of the key is the displayed label for the participant data. For example, if you want a participant data field with the label `Example Label`, the attribute key would be `conversationDetails.participantData.Example Label`. Capitalization and spaces are supported for the labels.

The attribute value will be the displayed value. You can optionally prefix the value with one of our supported types to format the value, as long as the value matches the provided type. For example, to display a checked checkbox, the value would be `checkbox:true`.

Example Participant Data Attributes:

```typescript

{

    conversationDetails.participantData.Date Joined: 'datetime:01 Jan 2024 00:00:00 GMT',

    conversationDetails.participantData.Valid Membership: 'checkbox:true',

    conversationDetails.participantData.Level: 'Gold',

}

```

Supported types:

------------------------------
Nicholas Robinson
Principal Product Manager
Genesys - Employees

Original Message:
Sent: 04-02-2025 14:32
From: Vaun McCarthy
Subject: New Conversation details for Agents feature

Likewise here.  I see it listed in the admin panel manager settings, but no matter what I do I can't get it to come up for any user.

------------------------------
Vaun McCarthy

Original Message:
Sent: 04-01-2025 17:17
From: Anton Vroon
Subject: New Conversation details for Agents feature

Thanks Nicholas,

I would consider myself pretty adept at using Architect, and the tutorials provided tell me nothing about this new feature.

Is it all participant data that will be shown in the panel? Or a configurable selection?

Is it some new data type?

We just don't know how what data will be displayed, and how configurable it will be, if at all.

We shouldn't have to figure this out ourselves, this should be documented, and included in the release notes.

EDIT: I can't even seem to get the panel to show up. Other features in this week's release like Attribute Based Access Controls is available, released in my region. But this panel, can't get it to show up, even with the permissions mentioned applied. 

------------------------------
Anton Vroon

Original Message:
Sent: 04-01-2025 17:08
From: Nicholas Robinson
Subject: New Conversation details for Agents feature

I can only recommend the following resources to start..

------------------------------
Nicholas Robinson
Principal Product Manager
Genesys - Employees

Original Message:
Sent: 04-01-2025 14:53
From: Jason Kleitz
Subject: New Conversation details for Agents feature

I'm going to tag @Nicholas Robinson to see if they have any other information.

------------------------------
Jason Kleitz
Online Community Manager/Moderator

Original Message:
Sent: 03-31-2025 21:36
From: Anton Vroon
Subject: New Conversation details for Agents feature

Anyone have any more information / insight / screenshots for the new Conversation details for agents that is released this week? Was anyone part of a Beta?

The documentation articles in the release notes are a bit lacking.

Is there a new Architect Action that lets us update the values, is it just all participant data listed? How does it work?

The first article shows how an agent can view it. And the second is the generic how to navigate multi panels. 

The Idea page has an image of what it looks like for the Agent at least

But there is nothing I can find anywhere on what will be displayed, how we configure what is displayed.

#Roadmap/NewFeatures
#SystemAdministration

------------------------------
Anton Vroon
------------------------------

HI @Vaun McCarthy

Here's an architect example...

I can provide an example of an Architect flow that adds participant data to the conversation for Conversation Details.

For full context, the example flow I created is an In-Queue Email Flow. This screenshot is my entire Architect flow. The only step you need for the purposes of Conversation Details is the Set Participant Data step.

The data I added in the Set Participant Data step is the following:

1. Attribute Name 1: conversationDetails.participantData.Account Balance
   Value to Assign 1: number:1090.56
2. Attribute Name 2: conversationDetails.participantData.Valid Membership
   Value to Assign 2: checkbox:true
3. Attribute Name 3: conversationDetails.participantData.Details
   Value to Assign 3: longtext:Lorem ipsum dolor sit amet, consectetur adipiscing elit. Sed porttitor diam at libero ultrices, vel lacinia tellus aliquam. Nunc et massa elementum, eleifend elit non, varius ex. Nulla facilisi.
4. Attribute Name 4: conversationDetails.participantData.Flight Points
   Value to Assign 4: integer:7595
5. Attribute Name 5: conversationDetails.participantData.Membership
   Value to Assign 5: enum:Platinum
6. Attribute Name 6: conversationDetails.participantData.Name
   Value to Assign 6: text:John Doe
7. Attribute Name 7: conversationDetails.participantData.Scheduled Flight
   Value to Assign 7: datetime:2025-3-12
8. Attribute Name 8: conversationDetails.participantData.Tags
   Value to Assign 8: tag:Platinum, Member, Flight Scheduled
9. Attribute Name 9: conversationDetails.participantData.Username
   Value to Assign 9: identifier:john.doe
10. Attribute Name 10: conversationDetails.participantData.Website
    Value to Assign 10: url:https://www.google.com/

Note that each attribute name is prefixed with `conversationDetails.participantData.` The remaining text in the Attribute Name will be used as the label in Conversation Details. This prefix is necessary.

In every Value to Assign in my example the value is prefixed with a type like `number:` to allow for additional formatting, and any text after the prefix is used as the actual value. These types were listed in the table in the first email of this thread. This prefix is optional.

This example Architect Flow results in the following data presented in Conversation Details:

EDIT:I have this working now and yes it does appear the panel won't even show if there is no conversation details participant data set.

Hi Nicholas, a couple of questions as follow-up please.  It may be because I'm still waking up here.

• When using the set participant data action in Architect, can you please clarify how that would be done?
• In your examples you give datetime:xxxx but in the table the type should be date
• Does the panel not even show up if there are no participant data attributes?
• Does text not actually need the type specified?
• Could you maybe throw in a screenshot example of this being set in Architect with the documentation so there's no confusion please?

------------------------------
Vaun McCarthy

Original Message:
Sent: 04-03-2025 08:01
From: Nicholas Robinson
Subject: New Conversation details for Agents feature

Hi @Vaun McCarthy. I hope this helps ... I'm working with Doc team for some additional examples and support..

The custom data is taken from the customer participant's attributes and is defined with pairs of labels and values. The label must have the key `context.customField[number]Label` and the corresponding value must have the key `context.customField[number]`, where number is 1, 2, or 3 and is the same for both the label and the value.

For example, to display a custom field `Foo: bar`, you would need the following in your customer participant attributes:

```typescript

{

    context.customField1: 'Foo',

    context.customField1Label: 'bar',

}

```

Participant Data

The Participant Data section is gated by the `agentUI:conversationSummary:view` permission. This section displays up to ten custom attributes of participant data attached to the customer participant. The keys of these attributes must begin with the prefix `conversationDetails.participantData.`. The rest of the key is the displayed label for the participant data. For example, if you want a participant data field with the label `Example Label`, the attribute key would be `conversationDetails.participantData.Example Label`. Capitalization and spaces are supported for the labels.

The attribute value will be the displayed value. You can optionally prefix the value with one of our supported types to format the value, as long as the value matches the provided type. For example, to display a checked checkbox, the value would be `checkbox:true`.

Example Participant Data Attributes:

```typescript

{

    conversationDetails.participantData.Date Joined: 'datetime:01 Jan 2024 00:00:00 GMT',

    conversationDetails.participantData.Valid Membership: 'checkbox:true',

    conversationDetails.participantData.Level: 'Gold',

}

```

Supported types:

------------------------------
Nicholas Robinson
Principal Product Manager
Genesys - Employees

Original Message:
Sent: 04-02-2025 14:32
From: Vaun McCarthy
Subject: New Conversation details for Agents feature

Likewise here.  I see it listed in the admin panel manager settings, but no matter what I do I can't get it to come up for any user.

------------------------------
Vaun McCarthy

Original Message:
Sent: 04-01-2025 17:17
From: Anton Vroon
Subject: New Conversation details for Agents feature

Thanks Nicholas,

I would consider myself pretty adept at using Architect, and the tutorials provided tell me nothing about this new feature.

Is it all participant data that will be shown in the panel? Or a configurable selection?

Is it some new data type?

We just don't know how what data will be displayed, and how configurable it will be, if at all.

We shouldn't have to figure this out ourselves, this should be documented, and included in the release notes.

EDIT: I can't even seem to get the panel to show up. Other features in this week's release like Attribute Based Access Controls is available, released in my region. But this panel, can't get it to show up, even with the permissions mentioned applied. 

------------------------------
Anton Vroon

Original Message:
Sent: 04-01-2025 17:08
From: Nicholas Robinson
Subject: New Conversation details for Agents feature