Setlabel

Changes the labels seen in the chat and phone interfaces in MAX. For example, it allows the contact information (above the skill name in the agent application) to be replaced with a custom string.

This action works with the MAX agent application. If your agents use Salesforce Agent, you can use the dynamic data display method to modify the labels in the interface.

Setlabel can use a variable, such as the customer's name. This could be very useful if you are doing a ‘database-dip’ or using a CRMClosed Third-party systems that manage such things as contacts, sales information, support details, and case histories. to look up customer information based on the ANI (automatic number identification)Closed Also known as caller ID. Listed phone number of an incoming voice call..

Dependencies

  • Setlabel should not be expected to update the MAX interface until after the Onanswer event occurs.
  • A label cannot be set for an agent who has not yet accepted the contact.
  • The label set in a chat script will not be populated in the agent application until the contact has sent their first message.

Supported Script Types

The icon for the Chat script type - a chat bubble with an ellipsis inside (...), in a diamond shape.

The icon for the Phone script type - an old-style phone handset with curved lines indicating sound coming out of it.

Chat Phone

Input Properties

These properties define data that the action uses when executing.

Property

Description

Caption

Enter a short phrase that uniquely identifies this action in the script. The caption appears on the script canvas under the action icon. The default is the action name.

Party

The party for whom this label will be used. Select Caller, Agent, or System from the drop-down. For the phone type, the Party must be set to Agent.
Label

The value that will be used as the label. Enter plain text without quotation marks. This field supports curly brace variables. If empty, the default label is Contact.

Result Branch Conditions

Result branch conditions allow you to create branches in your script to handle different outcomes when an action executes.

Condition

Description

Default

Path taken unless the script meets a condition that requires it to take one of the other branches. It is also taken if the action's other branches are not defined.