Personalization Tokens for Engage CTI (Engage Legacy)

Sometimes you will need to reference information for a Salesforce object with Engage's other features such as Snippets or Tasks. Personalization Tokens in Engage CTI act as placeholders that pull real-time data from Salesforce records as an Agent browses.

Available Tokens

These tokens allow you to read information the Agent looking at in Salesforce.

cti.current_type: Displays the object type (e.g., contact, lead, task).

cti.current_name: Shows the name of the object.

cti.current_id: Provides the Salesforce ID.

cti.current_url: Gives the link to the Salesforce page.

Example Use-Cases

Referencing Case details in Notes

By using some or all of these Personalisation Token in a Snippet, Agents can easily add details of a Case they have just created in a Note. This might be useful when looking historical conversation, or for an agent they are transferring a call to.

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Performing Backend Processing using a Task

The options for Tasks are endless but could include:

Enriching Cases with information from the Transcript or Previous Conversations

Sending an Email with details of the Case

Sending an Internal notification about a new Lead based on a Call