Custom parameters
Custom parameters are a mechanism for passing data from the channel provider to Medallia Conversations for the purpose of providing identifying information about the user, business unit, or both. The data passed varies depending on the channel provider, but might include the user's name, email address, or phone number. Some channels include other identifying information like the channel ID.
Custom parameters map the channel data into episode fields (E-Fields) in the conversation record. When creating a mapping, you select the template value that identifies the channel data item, and an episode field to receive the value. This definition maps the telephone number from the channel using the {{paramsJSON.EVENT_VALUE.customer.telephone}} template into the e_phone survey record field.
When the respondent connects to the channel, the provider collect the respondent's telephone number. When the channel initiates the conversation it passes that number to Medallia Conversations, which stores the number is the conversation record.
To use the value in a conversation, include the parameter. For example, a dialog might say,
I see your phone number is {{paramsJSON.EVENT_VALUE.consumer.telephone}}
Once the value is in the episode field, you can reference the field in field lists. This is useful for building condition rules based on parameters.
Managing parameters
To access a conversation's parameters, click Conversation Settings when viewing the conversation.
The Custom Parameters sections lists each defined parameter. To:
Create a parameters, click the plus '+' button.
Delete a parameter, click the trashcan icon to the right of the definition.
Copy all parameters from another conversation, click Copy Parameters from Conversation, and select the source conversation from the list. To locate a specific conversation not in the list, enter the the first few characters of the name of the source conversation. This image shows the ones whose names start with 'Live':
Conversation record parameters
These are the conversation parameters provided by the channel provider:
- {{paramsJSON.EVENT_VALUE.consumer.display_name}}
- Customer display name, usually first and last name
- {{paramsJSON.EVENT_VALUE.consumer.first_name}}
- Customer first name
- {{paramsJSON.EVENT_VALUE.consumer.last_name}}
- Customer last name
- {{paramsJSON.EVENT_VALUE.consumer.email}}
- Customer email
- {{paramsJSON.EVENT_VALUE.consumer.telephone}}
- Customer device phone number
- {{paramsJSON.EVENT_VALUE.consumer.country_calling_code}}
- The number that is the country code of the device phone number, such as
1for the U.S.A,54for Argentina, or420for Czech Republic. For more information on using this parameter, see Country calling codes. - {{paramsJSON.EVENT_VALUE.consumer.primary_channel}}
- Primary channel that initiated the conversation
HTML-escaped characters in parameters
Characters that can be interpreted as HTML markup are converted to HTML-escaped characters. For example, an ampersand ('&') is converted to '&'.
'Mike & Nancy' becomes 'Mike & Nancy'To pass raw, unconverted character, use three braces ('{') instead of two when referencing the parameter. For example, to pass the raw characters for the first_name parameter:
{{{paramsJSON.EVENT_VALUE.consumer.first_name}}}Default values
A default value is the value that gets stored in the record when the channel provider did not provide the information, either because it was not available to the provider, or because the provider did not pass it as a parameter. Default values can also be used to set E-Fields that do not map to channel information. For example, this example sets the e_store_name field to "MM on Facebook" for all records of this conversation.
