Using parameters in AI agents

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<p id="docs-hc-snippet" style="display: none;">Parameters are pieces of information you can collect and use to tailor your AI agent workflows. Specifically, you can leverage parameters inconditional blocks,segments, andAPI integrations.</p>
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<p class="p">Parameters are pieces of information you can collect and use to tailor your AI agent
workflows. Specifically, you can leverage parameters in <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357733406234" target="_blank">conditional blocks</a>, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9413046533530" target="_blank">segments</a>, and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8920235767834" target="_blank">API integrations</a>.</p>
<p class="p">This article contains the following topics:</p>
<ul class="ul" id="parameters_about__ul_e1r_bbc_cgc">
<li class="li"><a class="xref" href="#topic_cth_4xp_xfc">Available parameters</a></li>
<li class="li"><a class="xref" href="#topic_jbc_qxp_xfc">Available operators</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_cth_4xp_xfc">
<h2 class="title topictitle2" id="ariaid-title2">Available parameters</h2>
<div class="body">
<p class="p">Parameters can come from three sources: </p>
<ul class="ul" id="topic_cth_4xp_xfc__ul_u1p_hbc_cgc">
<li class="li"><a class="xref" href="#topic_ofp_hzp_xfc">CRM platform parameters</a></li>
<li class="li"><a class="xref" href="#topic_lf5_pzp_xfc">Session data parameters</a></li>
<li class="li"><a class="xref" href="#topic_yc5_ybq_xfc">Backend integration parameters</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested2" id="topic_ofp_hzp_xfc">
<h3 class="title topictitle3" id="ariaid-title3">CRM platform parameters</h3>
<div class="body">
<p class="p">CRM platforms typically store customer information such as name and email
address. This information can be fetched from your CRM platform and saved to use
in conditional blocks. </p>
<p class="p">To fetch information from your CRM platform, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756651290" target="_blank">add an action</a> associated with the
“Conversation started” <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749555610" target="_blank">event</a> to collect the data from your
CRM when a conversation begins. The information will be collected for every new
conversation and applied to all dialogues within your AI agent. </p>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested2" id="topic_lf5_pzp_xfc">
<h3 class="title topictitle3" id="ariaid-title4">Session data parameters</h3>
<div class="body">
<p class="p">Session data refers to information customers provide during a messaging session
with the AI agent. <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756651290" target="_blank">Add a block-level action</a> to a dialogue
flow to fetch session data and save it as a parameter value. </p>
<p class="p">These session parameters are collected by default: </p>
<div class="p">
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<th class="entry cellrowborder" id="d87e141" style="text-align:left;vertical-align:top;">Parameter</th>
<th class="entry cellrowborder" id="d87e144" style="text-align:left;vertical-align:top;">Use case example</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" headers="d87e141" style="text-align:left;vertical-align:top;">{{lastDetectedLanguage}}</td>
<td class="entry cellrowborder" headers="d87e144" style="text-align:left;vertical-align:top;">Provide the unsupported language system reply in the
user’s language. </td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d87e141" style="text-align:left;vertical-align:top;">{{active_language}}</td>
<td class="entry cellrowborder" headers="d87e144" style="text-align:left;vertical-align:top;">Create language-specific replies. <p class="p"></p>
<p class="p">You must use the
language’s ID, not its name, as the parameter value. You
can find the ID by going to <strong class="ph b">Settings</strong> &gt; <strong class="ph b">AI
agent settings</strong> &gt; <strong class="ph b">Languages</strong> and selecting
a language.</p>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d87e141" style="text-align:left;vertical-align:top;">{{chatTranscript}}</td>
<td class="entry cellrowborder" headers="d87e144" style="text-align:left;vertical-align:top;">Attach the conversation transcript to a ticket for
escalation via email. </td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d87e141" style="text-align:left;vertical-align:top;">{{lastVisitorMessage}}</td>
<td class="entry cellrowborder" headers="d87e144" style="text-align:left;vertical-align:top;">Repeat the customer’s words, often in a default reply,
such as: “I’m afraid I don’t know anything about
{{lastVisitorMessage}} yet.” </td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d87e141" style="text-align:left;vertical-align:top;">{{integrationId}}</td>
<td class="entry cellrowborder" headers="d87e144" style="text-align:left;vertical-align:top;">Route incoming messages to relevant AI agents with
routing rules based on the source
(<code class="ph codeph">integrationId</code>) of the incoming
message. <p class="p"></p>
<p class="p">
<a class="xref" href="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_conditional_blocks_integrationId.png" target="_blank">View full size</a>
<img class="image img-screenshot" id="topic_lf5_pzp_xfc__image_orn_p1c_cgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_conditional_blocks_integrationId.png" width="800">
</p>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d87e141" style="text-align:left;vertical-align:top;">{{lastResolution}}</td>
<td class="entry cellrowborder" headers="d87e144" style="text-align:left;vertical-align:top;">Set a different dialogue flow based on the last custom
resolution state: <code class="ph codeph">Undefined</code>,
<code class="ph codeph">Informed</code>, <code class="ph codeph">Resolved</code>,
<code class="ph codeph">Not Resolved</code>, <code class="ph codeph">Escalated To
Agent</code>, or <code class="ph codeph">Escalated via Email</code>,
and send to your CRM as a tag upon escalation.</td>
</tr>
</tbody>
</table>
</div>
</div>
<p class="p">When creating your own session parameters with an action, don’t use the same name
as one of these system parameters. It will cause an error and the data won't be
retrieved. </p>
<p class="p"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749740698" target="_blank">Entities</a> are also considered session
data parameters. The name of the entity is the name of the parameter. Any
information captured via entities is stored as session data until two hours
after conversation inactivity.</p>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested2" id="topic_yc5_ybq_xfc">
<h3 class="title topictitle3" id="ariaid-title5">Backend integration parameters</h3>
<div class="body">
<p class="p">The AI agent can also fetch information from a <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756844442" target="_blank">custom API integration</a> to create
personalized dialogue flows. </p>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_jbc_qxp_xfc">
<h2 class="title topictitle2" id="ariaid-title6">Available operators</h2>
<div class="body">
<div class="p">The table below lists the available operators, which each fall into one of the
following types: <ul class="ul" id="topic_jbc_qxp_xfc__ul_z1m_g1q_xfc">
<li class="li">
<strong class="ph b">String</strong>: Word </li>
<li class="li">
<strong class="ph b">Boolean</strong>: True or false </li>
<li class="li">
<strong class="ph b">Array/list</strong>: Comma-separated list </li>
<li class="li">
<strong class="ph b">Integer</strong>: Whole number </li>
<li class="li">
<strong class="ph b">Float</strong>: Decimal number </li>
</ul>
</div>
<div class="p">
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<th class="entry cellrowborder" id="d87e339" style="text-align:left;vertical-align:top;">Operator</th>
<th class="entry cellrowborder" id="d87e342" style="text-align:left;vertical-align:top;">Use for</th>
<th class="entry cellrowborder" id="d87e345" style="text-align:left;vertical-align:top;">Example</th>
<th class="entry cellrowborder" id="d87e348" style="text-align:left;vertical-align:top;">Expected parameter type</th>
<th class="entry cellrowborder" id="d87e351" style="text-align:left;vertical-align:top;">Condition value type</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" headers="d87e339" style="text-align:left;vertical-align:top;"><code class="ph codeph">is / Is not</code></td>
<td class="entry cellrowborder" headers="d87e342" style="text-align:left;vertical-align:top;">Single values</td>
<td class="entry cellrowborder" headers="d87e345" style="text-align:left;vertical-align:top;">
<code class="ph codeph">country</code>
<code class="ph codeph">is</code>
<code class="ph codeph">Germany</code>
</td>
<td class="entry cellrowborder" headers="d87e348" style="text-align:left;vertical-align:top;">string</td>
<td class="entry cellrowborder" headers="d87e351" style="text-align:left;vertical-align:top;">string</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d87e339" style="text-align:left;vertical-align:top;"><code class="ph codeph">Is (boolean)</code></td>
<td class="entry cellrowborder" headers="d87e342" style="text-align:left;vertical-align:top;">True or false statements </td>
<td class="entry cellrowborder" headers="d87e345" style="text-align:left;vertical-align:top;">
<code class="ph codeph">loggedIn</code>
<code class="ph codeph">Is</code>
<code class="ph codeph">True</code>
</td>
<td class="entry cellrowborder" headers="d87e348" style="text-align:left;vertical-align:top;">boolean </td>
<td class="entry cellrowborder" headers="d87e351" style="text-align:left;vertical-align:top;">boolean</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d87e339" style="text-align:left;vertical-align:top;"><code class="ph codeph">Is (number)</code></td>
<td class="entry cellrowborder" headers="d87e342" style="text-align:left;vertical-align:top;">Single values</td>
<td class="entry cellrowborder" headers="d87e345" style="text-align:left;vertical-align:top;"><code class="ph codeph">timeout is 30</code></td>
<td class="entry cellrowborder" headers="d87e348" style="text-align:left;vertical-align:top;">integer</td>
<td class="entry cellrowborder" headers="d87e351" style="text-align:left;vertical-align:top;">integer</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d87e339" style="text-align:left;vertical-align:top;"><code class="ph codeph">Is in / Is not in</code></td>
<td class="entry cellrowborder" headers="d87e342" style="text-align:left;vertical-align:top;">An OR condition with multiple values separated by a comma </td>
<td class="entry cellrowborder" headers="d87e345" style="text-align:left;vertical-align:top;">
<code class="ph codeph">country</code>
<code class="ph codeph">In</code>
<code class="ph codeph">Germany, Japan, Finland</code>
</td>
<td class="entry cellrowborder" headers="d87e348" style="text-align:left;vertical-align:top;">string</td>
<td class="entry cellrowborder" headers="d87e351" style="text-align:left;vertical-align:top;">array</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d87e339" style="text-align:left;vertical-align:top;">
<code class="ph codeph">Array includes item / Array does not include
item</code>
</td>
<td class="entry cellrowborder" headers="d87e342" style="text-align:left;vertical-align:top;">Checking for a particular value within a list of values
stored as an array in the session</td>
<td class="entry cellrowborder" headers="d87e345" style="text-align:left;vertical-align:top;">
<code class="ph codeph">tags_Array</code>
<code class="ph codeph">Array</code>
<code class="ph codeph">Includes item</code>
<code class="ph codeph">VIP</code>
</td>
<td class="entry cellrowborder" headers="d87e348" style="text-align:left;vertical-align:top;"> array</td>
<td class="entry cellrowborder" headers="d87e351" style="text-align:left;vertical-align:top;">string</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d87e339" style="text-align:left;vertical-align:top;"><code class="ph codeph">Text includes / Text does not
include</code></td>
<td class="entry cellrowborder" headers="d87e342" style="text-align:left;vertical-align:top;">Checking for a substring, like a country code in a URL, based
on text-based data in the session</td>
<td class="entry cellrowborder" headers="d87e345" style="text-align:left;vertical-align:top;">
<code class="ph codeph">URL text</code>
<code class="ph codeph">Includes</code>
<code class="ph codeph">fr</code>
</td>
<td class="entry cellrowborder" headers="d87e348" style="text-align:left;vertical-align:top;"> string</td>
<td class="entry cellrowborder" headers="d87e351" style="text-align:left;vertical-align:top;">string</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d87e339" style="text-align:left;vertical-align:top;"><code class="ph codeph">Is present / Is not present</code></td>
<td class="entry cellrowborder" headers="d87e342" style="text-align:left;vertical-align:top;">Checking if a parameter is present in the session, without a
specific value</td>
<td class="entry cellrowborder" headers="d87e345" style="text-align:left;vertical-align:top;">
<code class="ph codeph">email</code>
<code class="ph codeph">Exists</code>
<p class="p"><code class="ph codeph">country: '' </code>, <code class="ph codeph">null</code>, or
completely undefined</p>
</td>
<td class="entry cellrowborder" headers="d87e348" style="text-align:left;vertical-align:top;">any</td>
<td class="entry cellrowborder" headers="d87e351" style="text-align:left;vertical-align:top;">N/A</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d87e339" style="text-align:left;vertical-align:top;"><code class="ph codeph">Starts with / Does not start with </code></td>
<td class="entry cellrowborder" headers="d87e342" style="text-align:left;vertical-align:top;">Single string values</td>
<td class="entry cellrowborder" headers="d87e345" style="text-align:left;vertical-align:top;">
<code class="ph codeph">country</code>
<code class="ph codeph">Starts with</code>
<code class="ph codeph">united</code>
</td>
<td class="entry cellrowborder" headers="d87e348" style="text-align:left;vertical-align:top;">string </td>
<td class="entry cellrowborder" headers="d87e351" style="text-align:left;vertical-align:top;">string </td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d87e339" style="text-align:left;vertical-align:top;">
<code class="ph codeph">Greater than</code>
<p class="p"></p>
<code class="ph codeph">Greater than or equal</code>
<p class="p"></p>
<code class="ph codeph">Less than</code>
<p class="p"></p>
<code class="ph codeph">Less than or equal</code>
</td>
<td class="entry cellrowborder" headers="d87e342" style="text-align:left;vertical-align:top;">All number types (integers and floats), with content
recognition and actions, including whether the value <ul class="ul" id="topic_jbc_qxp_xfc__ul_vk5_vdq_xfc">
<li class="li">Exceeds a set value</li>
<li class="li">Exceeds or is equal to a set value </li>
<li class="li">Is less than a set value </li>
<li class="li">Is less than or equal to a set value</li>
</ul>
</td>
<td class="entry cellrowborder" headers="d87e345" style="text-align:left;vertical-align:top;">
<code class="ph codeph">Number</code>
<code class="ph codeph">Greater than or equal</code>
<code class="ph codeph">9</code>
</td>
<td class="entry cellrowborder" headers="d87e348" style="text-align:left;vertical-align:top;">integer or float</td>
<td class="entry cellrowborder" headers="d87e351" style="text-align:left;vertical-align:top;">integer or float</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
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