Fallback to CEC - Only Conversation ID is passed but not User data

[sathianarayananh]

At the moment, when chat request is forwarded to an Agent in SAP CEC, it shares only Conversation ID. This doesn't help CEC to identify Customer automatically.

I expect RecastAI to forward the chat request to CEC with some User data from conversation memory.

[janteuni]

Hello,

Do you mean that if you have stored some information in the memory object in your conversation, you would like to receive in a "summary" these information in CEC?

Right now, we only send a conversation historic in CEC.

[sathianarayananh]

Hi Jasmine,

Please refer screenshot. When fallback to CEC occur, the incoming chat notification in CEC contain "Anonymous user from recastwebchat - 190dfcb5-0b6d-4c48-a55c-6ey1b3a4e199". Instead I expect RecastAI to send email address if stored in conversation memory. So that, CEC can identify customer automatically.

Thanks, Sathia