Design a flow to use contact attributes in a rule in Contact Lens

You can have up to 5 contact attributes in a rule.

Contact attributes are retrieved at the beginning of the real-time contact analysis session and whatever is retrieved at that time is used for rule evaluation during the whole session. Any contact attribute update after the session started isn't be picked up.

You can design flows to use the contact attributes you specify in a rule, and then route the task accordingly. For example, a call or chat arrives in your contact center. When Contact Lens analyzes the call or chat, it gets a hit on the Compliance rule. The contact record that's created for the call, for example, includes information similar to the following image. It shows the Category = Compliance, and it has two custom contact attributes: CustomerType = VIP, AgentLocation = NYC.

The Rules engine generates a task. The contact record for the task inherits the contact attributes from the voice contact record, as illustrated in the following image.

The voice contact record appears as the Previous contact ID.

The flow that you specify in the rule should be designed to use the contact attributes and route the task to the appropriate owner. For example, you may want to route tasks where CustomerType = VIP to a specific agent.

For more information, see Use contact attributes.