Sometimes you will need to reference information for a Salesforce object with Engage's other features such as Snippets or Tasks. Personalization Tokens in Engage CTI act as placeholders that pull real-time data from Salesforce records as an Agent browses.
Available Tokens
These tokens allow you to read information the Agent looking at in Salesforce.
- cti.current_type: Displays the object type (e.g., contact, lead, task).
- cti.current_name: Shows the name of the object.
- cti.current_id: Provides the Salesforce ID.
- cti.current_url: Gives the link to the Salesforce page.
Example Use-Cases
Referencing Case details in Notes
By using some or all of these Personalisation Token in a Snippet, Agents can easily add details of a Case they have just created in a Note. This might be useful when looking historical conversation, or for an agent they are transferring a call to.
Performing Backend Processing using a Task
The options for Tasks are endless but could include:
- Enriching Cases with information from the Transcript or Previous Conversations
- Sending an Email with details of the Case
- Sending an Internal notification about a new Lead based on a Call
