October 4, 2023

New Personalization Tokens for Engage CTI

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.

For Example, using some or all of these Personalization Tokens 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.

[.callout-primary--book]Further Reading: Learn about the specific token and some more example use-cases[.callout-primary--book]