Campaign and CTX Ad Preview

Section 1: Campaign Context

Understanding Customer Conversations in Context

With the Campaign Context feature, agents gain the ability to view the last five marketing campaigns sent to the end customer. This feature is invaluable for agents as it provides valuable context for understanding the customer's conversation and history.

To enable Campaign Context, please follow these steps:

Contact our support team at [email protected].
Share the following information: WABA number, Project ID, and Agent Assist Brand ID.

Section 2: Ad Preview

Empowering Agents with Ad Insights

The Ad Preview feature allows agents to view the Click to Chat (CTX) ad from which the customer initiated the chat. This insight helps agents better understand the customer's point of origin.

To enable Ad Preview, follow these steps:

Configure the CTX ad parameters in the Journey Builder Handover node.
In the handover node, add custom attributes. Include two attributes named "Type" and "ID."
Set "Type" as "CTX."
For "ID," select "conversation_context_id" from the variables.

Note: Ad Preview will only become visible to agents once the end customer has reached the agent handover node in the bot journey.

These features enhance the agent's ability to provide more context-aware and personalized support to customers, ultimately improving the quality of customer interactions.