Configure context variables for storing chat-related information

Specify chat context variables, also called Live Agent chat variables, for storing chat-related information, such as pre-chat survey responses. These variables contain contextual information that can be used to determine topic intent or control how chats are routed to live agents. You can also define variables to capture contextual information passed in Virtual Agent topic scripts to share with live agents.

Before you begin

Virtual Agent provides pre-built context variables. Before you add a variable, review the list of available Live Agent context variables.

Role required: virtual_agent_admin or admin

About this task

You can use context variables in scripts or with the condition builder. For example, you can reference context variables in the Live agent area in the topic Properties tab when creating a topic. When a condition is applied to a topic, it must return as true to display to the user.

For details about using context variables in topic scripts, see Virtual Agent scripts. For information about learning to use context variables, see Tutorial: Route interactions by context. For descriptions of Live Agent context variables, see Live agent chat context variables.

Procedure

1. Navigate to All > Conversational Interfaces > Settings.
2. Under Context variables, select View All.
3. On the Context Variables page, select New to add a variable.
4. On the form, fill in the fields.

   Field	Description
   Name	Name of the context variable to be created.
   Script Variable Name	Live Agent variable name, which is automatically created from the Name. The variable name begins with LiveAgent.
   Table	Name of the ServiceNow table associated with the context variable. Select a table from the list.
   Record	Option to associate the context variable to a record in the specified table. If you selected a table, this option is automatically selected.
   Value	Script that determines the information stored in the context variable.

5. Select Save.
   The context variable is now available for use.

• Live agent chat context variables
  Use chat context variables to pass certain information from the topic to share with a live agent or to control how bot conversations are routed to live agents. Virtual Agent includes some default variables, and you can define new ones.