Vlocity Interaction Launcher

The Interaction Launcher is a component of a Vlocity Interaction Console app. Contact center agents use the Interaction Console to display a full view of the customer and perform authorized actions.

The Vlocity Interaction Launcher opens when you click its label in the Utility Bar of a Console. The Vlocity Interaction Launcher enables an agent to launch a search that starts the customer interaction. Call service agents use the Interaction Launcher to search and verify the identity of a caller. The console displays only the data and transactions that the caller is permitted to see. The Interaction Launcher supports LEX console navigation to primary tabs or sub-tabs.

There are three types of Interaction Launchers:

• A class-based Interaction Launcher uses an Apex class to retrieve a search request and search response.

• A object-based Interaction Launcher uses the fields specified in the setup to query.

• A Omniscript-based Interaction Launcher uses an Omniscript to launch an interaction flow.

From the Vlocity Interaction Launcher tab, you can create, edit, and activate the widgets that are displayed on your Interaction Launcher. To display details about an Interaction Launcher, click its name.

• Create a Vlocity Interaction Launcher
  Create one or more search widgets to add to an Interaction Launcher component to enable an agent to launch a search that starts a customer interaction. For example, a customer service agent may launch a search to verify the information for the primary contact of an account. Once verified, the customer agent launches the interaction console tab to see a 360-degree view of that contact's interaction history, access all available actions, take notes about the interaction, and complete, cancel, or resume the interaction.
• Update the Layout of an Interaction Launcher
  The Interaction Launcher is a utility component in the Vlocity Interaction Launcher Console app. Change the look of the Interaction Launcher component by configuring its settings.
• Create a Customer Interaction Record With Data Mapper
  Create records once a customer interaction is complete by configuring a Data Mapper to run after users click the Launch Console button. For example, you can create a new record from any object and populate data collected from the interaction launcher into the record.
• Add a Vlocity Action to an Interaction Launcher Search Widget
  Add Vlocity Actions to a search widget in the Vlocity Interaction Launcher. For example, add an action to the Search Results pane, or create a new Verify action by cloning an existing one.
• Set Up the Vlocity Interaction Console
  With the Interaction Console, display a 360-degree view of a customer, including the authorized transactions that a verified customer is allowed to complete. Create customer interactions from the Interaction Console with the Vlocity Interaction Launcher.
• Create a Class-Based Interaction Launcher
  Create a class-based interaction launcher, which uses an Apex class to get a search request and search response.
• Create an OmniScript-Based Interaction Launcher
  Create an OmniScript-based Interaction Launcher to enable an OmniScript to launch an Interaction Launcher flow. Clone the sample OmniScript included with the Customer Interaction DataPack.
• Configure Object-Based Widget Properties for the Interaction Launcher
  Create one or more search widgets to add to an Interaction Launcher component to enable an agent to launch a search that starts a customer interaction. Configure an object-based widget for your Interaction launcher to retrieve a search request and search response from specified fields of an sObject, such as Account.
• Download and Install an Interaction Launcher DataPack
  Download the VlocityInteractionLauncherSample DataPack, which contains DataRaptors, the Vlocity Interaction Launcher, and Vlocity Actions. After installing, clone a component to easily configure your Interaction Launcher. For example, instead of creating a new VerifyAction Vlocity Action without any settings configured, clone one from the datapack and edit the settings as needed.
• Verify Caller Identity in an Interaction Launcher
  Verify the identity of a caller in the Vlocity Interaction Launcher with the Verify Vlocity Action. Create a new Vlocity Action or use the Verify action from the Customer Interaction Launcher datapack.
• Add the Vlocity Interaction Launcher to a Console App
  Add the Vlocity Interaction Launcher utility to a Lightning Console app. Call service agents use the Interaction Launcher to search and verify the role of a caller. The console displays only the data and transactions that the caller has permissions to see.
• Access Actions and Manage Interactions with the Vlocity Interaction Wrapper
  Customer Interactions support accessing all available actions on a customer interaction and completing, canceling, or resuming customer interactions with the Vlocity Interaction Wrapper component.
• Configure a Secondary Search in an Interaction Launcher
  Configure the Vlocity Interaction Launcher to perform secondary searches determined by an initial search. Enable the initial search widget to continue searching after verification and then specify the name of the initial search in the secondary search widget.
• View Actions Related to an Interaction Launcher Search Widget
  View Vlocity Actions associated with a Vlocity Interaction Launcher search widget. Actions associated with the search widget are visible in the widget such as the default Verify and Launch actions, and any new Vlocity Action you create and link to a widget.