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Configuring agent hints for Agent Workspace

Configuring agent hints for Agent Workspace

Feb 18, 2025

If enabled for your account, you can configure agent hints that appear above the log interaction area when an inbound interaction is delivered to an agent. For more information about agent hints, see Agent hints in Agent Workspace.

To configure an agent hint, you must create a data source using the Set Data Source applet and provide the hint text. For information about creating this applet, see Set Data Source applet. In this applet, add a data source called AgentWorkspaceHint. In the Value field, provide the text that you want to appear in the agent hint. You can provide either plain text or HTML.

HTML can contain the following tags and attributes:

Tags

  • a

  • b

  • br

  • div

  • em

  • h1

  • h2

  • h3

  • h4

  • h5

  • h6

  • i

  • li

  • ol

  • p

  • pre

  • small

  • span

  • strong

  • sub

  • sup

  • ul

  • img

  • source

  • table

  • thead

  • tbody

  • tfoot

  • tr

  • th

  • td

  • hr

Attributes

  • class

  • id

  • style

  • title

  • lang

  • data-*

  • href

  • src

  • alt

  • width

  • height

  • colspan

  • rowspan

  • role

  • aria-*

  • tabindex

When you have finished, include the applet in an appropriate place within the interaction plan used to route interactions to agents in Agent Workspace.

An interaction can have only one agent hint. If the interaction passes through multiple Set Data Source applets with an AgentWorkspaceHint data source, each new hint will overwrite the previous one. As a result, only the last hint will be applied.

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