Company Definitions: Company Settings

Care URL Category

Enter the Case Category (B Code) that stores the URL of the Care case.

Example value:
B07

This value is used to display the Care case within the Agent case via an iframe. Most Agent users do not need to see or access it but it can be helpful as a read-only element in the Case Detail layout for troubleshooting.

Care Metadata Text Type

Select the Text Type code that will hold the metadata sent by Care.

Example value:
Care Data

This data is typically processed via an Input Form using the Prep Tags function when the related case is pulled from the Agent queue.

Conversation Transcript Text Type

Select the Text Type used to record the conversation between the brand/company and customer.

Example value:
Care Transcript

The case text entry of this type will be added to an Agent case that is created from Care. The contents will default to the original message sent by the customer.

Each subsequent reply/message from the brand (using the Care iFrame in Emplifi Agent, or directly from Care and customer) will be appended with a date/time stamp and user.

New Case Action

Select the Action Type code used when a new Agent Case is created from the Care integration.

Example value:
care case rcvd

This action is typically the first in an action pair that places the case in an Agent queue.

The queue used is defined in the ‘Agent Target’ configuration for Care, not the ‘Referred to User Code’ specified on the Action.

Consumer Message Action (Open Case)

Select the Action Type code used when a new message is received by Care when status of the related Agent Case is “Open”.

Example value:
care msg rcvd

This Action is typically a logging action used for informational purposes, but can also be used to set a status to alert Agent user(s) that a new message from the consumer has been received.

Consumer Message Action (Closed Case)

Select the Action Type code used when a new message is received by Care when status of the related Agent Case is “Open”.

Example value:
care msg reopen

This Action is often used to reopen a closed Agent case, moving it to an Agent queue for review. A log action (possibly the same Action used above) might also be used for simple workflows.

Brand Reply Message Action

Select the Action Type code used to log a reply from the Brand using Care (via embedded Care iFrame or Care direct).

Example value:
care msg sent

This is a logging Action that is used to record the date/time of the reply. The ‘Performed By’ user will be the user defined in the ‘Agent Target’ configuration for Care.

Care Account ID

Future Use: This is the Care account information that will be used to make updates to a Care case by Agent.