enhancement Access to Customer (Contact) custom fields in Intelligent Capture

[Martyn Houghton]

Can we request an enhancement for the Intelligent Capture custom expression builder to be able to access the custom fields for the Customers (Contact) for use in the branch conditions? At the moment their is only limited fields made visible and we hold additional information such as skill matrix against the customer to determine if they are entitled to log a request against the service.

 

Cheers

Martyn

 

[HHH]

+1, this would help us a lot

[Martyn Houghton]

@Harry Hornbill

Is this being considered?

Having access to the contact's custom fields would allow us to greater customise the customer experience they receive via the IC as we will be able reduce the number of questions/prompts and tailor the interaction to the customer.

Cheers

Martyn

[Berto2002]

I would go further and ask why has the application got two different ways of handling organisations and contacts just because they present to a different portal; shouldn't we have all system users merged to one database with just types segregating them?

[Martyn Houghton]

Quite recently we have had a single addition, that of Job Title, since raising this enhancement request 18 months ago.

Can we please have access to the contact/co-worker custom fields.

We want to hold a skill matrix in the customer's (external contact) custom field so we can route and adjust the IC based on the customer's skills.

I am sure others have multitude of usages for branching in IC based on custom fields.

Can this be looked at please?

Cheers

Martyn

[James Ainsworth]

On 04/12/2024 at 07:12, Martyn Houghton said:

Quite recently we have had a single addition, that of Job Title, since raising this enhancement request 18 months ago.

Can we please have access to the contact/co-worker custom fields.

Hi Martyn,

The single session variable was very minor change as it is dealing with a single entity (user) and the session variables where were already available in the session information.  There is a bit more work involved with the custom fields as we have to account for both user and contact custom fields and these are not currently available as variables.  I'll see if I can find out more information about the status of your request.

[James Ainsworth]

On 14/10/2024 at 05:29, Berto2002 said:

I would go further and ask why has the application got two different ways of handling organisations and contacts just because they present to a different portal; shouldn't we have all system users merged to one database with just types segregating them?

Hi @Berto2002

I'm assuming that you are referring to the difference between users and contacts.  There are very different security models against these two types of entities.  One might compare this to the difference between internal users being part of your Active Directory and external contacts being records in your outlook or CRM tool.  

[Gerry]

@Martyn Houghton

I just posted a response and then deleted it as I mis-read the requirement, I thought this related to Workflow and not IC.  I will follow up with the devs and see what we can do.  The Session object only has limited user and contact information, thats by design as the session object is intended to represent a session and not a user/contact (although there is obviously some relationship there). 

[Martyn Houghton]

@Gerry @James Ainsworth

The requirements for the Customer Search node in the IC to provision the additional custom fields based on the customer type selected, so we can use the branches to route based on them.

Cheers

Martyn

[Gerry]

@Martyn Houghton

Can I just clarify, are you talking about Customer as in Employee (internal User/Basic User) or Contact (external customer)?

[Martyn Houghton]

@Gerry

The Customer Search Node is agnostic but in our current use case it is the custom fields of the contact (Customer Type=1).

Cheers

Martyn

 

[Martyn Houghton]

@James Ainsworth

Any further update on this requirement?

Cheers

Martyn