Lookig for a efficient method to determine if a user is a returning or first-time user of VA

Drothery · ‎11-24-2022

I'm looking to implement a greeting in virtual agent that will display a different message the first time someone uses it, and then ashorter more succent message on subsequent visits.

I'm thinking the best method is simply to do a GlideAggregate count on the sys_cs_conversation table to see if the user has > 1 conversation records.

Just thought i'd check to see if there is a better approach, any thoughts?

Chris D · ‎11-29-2022

Not sure if it's because the sys_cs_conversation table has much more data than the interaction table or it's just not indexed (as well) ootb, but I'd limit querying the conversation table unless needed.

In this case, I don't think it's needed - I think you may be better off querying the interaction table where Type = Chat and Virtual Agent = true. Feel free to experiment yourself - I'm just basing this off my past experiences querying the two tables manually.

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Lynda1 · ‎11-29-2022

We have Virtual Agent integrated with MS Teams. The first time a user logs into their account, Teams automatically opens and a welcome message is sent to the user via VA into Teams. We do not wait for the user to find the Virtual Agent, it finds the user thanks to that integration. it is 100% out of the box, we did hunt for the message (do not remember where it is) and modified it for our new users.