A complete guide about conversation properties

This guide will walk you through everything you need to know about using conversation properties to make your customer interactions more personalized and efficient.

Conversation properties are data points specific to each conversation. They can be used to store information that can be recalled later in chatflows, making your interactions more dynamic and context-aware.

Types of Conversation Properties

Just like contact properties, conversation properties in Customerly can be of various types:

• Text: Any string with a max length of 128 characters. You can also specify accepted responses for text properties.

• Number: Any integer or float value.

• True/False: Boolean values (true or false).

• Date: Date values (only timestamp in seconds will be accepted).

Default Conversation Properties

Customerly provides several default conversation properties that you can use out of the box:

• _id: The ID of the Customerly conversation.

• _transcript: The transcript of the conversation in HTML up to that point.

• _url: The URL of the Customerly conversation.

These properties can be extremely useful for tracking and managing conversations. For example, you can use the conversation ID to reference a specific conversation in your records.

Using Conversation Properties in Chatflows

You can recall conversation properties in your chatflows by using double brackets syntax: {conversation.identifier_of_property}. This allows you to dynamically include conversation-specific information in your messages.

For example:

Your conversation ID is {conversation._id}.

This will be resolved into

Your conversation ID is 123456.

Managing Conversation Properties

You can manage conversation properties under the project settings:

1. Go to Project Settings.

2. Navigate to Inboxes.

3. Select Conversation Properties.

Here, you can add new properties or modify existing ones. When adding a text property, you can also set the accepted responses to ensure data consistency.

Viewing and Editing Conversation Properties

Whenever Aura (Customerly's AI) is filling conversation properties, or when a customer sets them up, you can find these properties under the conversation in the inboxes.

Advanced Features with AI Missions

Customerly's advanced features such as AI Missions can greatly enhance the use of conversation properties. AI Missions automate complex tasks by gathering necessary information through conversation properties, making processes like demo meeting preparation, refund requests, and bug reporting more efficient.

Best Practices for Using Conversation Properties

To maximize the benefits of conversation properties, follow these best practices:

• Regular Updates: Keep your conversation properties updated to reflect the most current information. This ensures that your interactions are always relevant and accurate.

• Consistent Formatting: Define and use consistent formats for text properties to maintain data consistency and avoid confusion.

• Leverage AI Features: Utilize Customerly’s AI features like AI Missions and Intents to automate data collection and streamline support processes.

• Integrate with External Systems: Integrate conversation properties with your CRM and other systems to create a unified view of customer interactions.

We hope this guide helps you make the most out of conversation properties in Customerly. If you have any questions or need further assistance, feel free to reach out to our support team.