Set Up Agent Engagement Tracking

To capture agent interactions and send them to Data 360 to further enrich profiles, configure event listeners. Agent engagement events track conversations, messages, and user actions. These events flow to Data 360 and update customer profiles for improved, future personalization.

1. To connect web sessions to customer profiles, access your website's embedded messaging script, and then add Individual_Id as a prechat field.

   window.addEventListener("onEmbeddedMessagingReady", () => {
       const chatIndividualId = SalesforceInteractions.getAnonymousId();
       embeddedservice_bootstrap.prechatAPI.setHiddenPrechatFields({
           "Individual_Id": chatIndividualId
       });
   });

2. To capture agent engagement events and send them to Data 360, access your website's embedded messaging script, and then add the following event listener code.

   function addMiawEventListeners(eventListenerName, interactionName, eventType, attributes) {
       window.addEventListener(eventListenerName, (event) => {
           SalesforceInteractions.sendEvent({
               interaction: {
                   name: interactionName,
                   eventType: eventType,
                   attributes: attributes
               }
           })
       })
   }
   
   var attributes = {
       embeddedServiceDeployment: 'Your_Deployment_Name',
       conversationId: event.detail.conversationId
   }
   
   addMiawEventListeners('onEmbeddedMessagingButtonClicked', 'agent-click', 'agentEngagement', attributes)
   addMiawEventListeners('onEmbeddedMessagingConversationStarted', 'agent-conversation-started', 'agentEngagement', attributes)
   addMiawEventListeners('onEmbeddedMessagingConversationClosed', 'agent-conversation-closed', 'agentEngagement', attributes)
   addMiawEventListeners('onEmbeddedMessagingReady', 'agent-ready', 'agentEngagement', attributes)
   addMiawEventListeners('onEmbeddedMessageSent', 'agent-message-sent', 'agentEngagement', attributes)
   addMiawEventListeners('onEmbeddedMessageClick', 'agent-message-click', 'agentEngagement', attributes)