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You can configure CCAI Platform to display session data in
the agent adapter. This includes virtual agent session
variables and custom
data from the web and mobile SDKs. This
information can be useful for an agent to get additional information during a
session, or for a supervisor to get an overview of a session that they
barge into.
Display virtual agent session variables
You can configure CCAI Platform to display virtual agent session
variables in the agent adapter. This gives an
agent or supervisor an overview of previous interactions that the end-user had
with the virtual agent.
For session variables that contain custom payloads, you can use the
invisible_to_agent property to specify payload properties that: (1) You don't
want to be displayed in the agent adapter, and (2) You don't want to sent to
your CRM. For more information, see Capture from intent
response.
Display virtual agent session variables in the chat adapter
To display virtual agent session variables in the chat adapter, follow these
steps:
In the CCAI Platform portal, click Settings > Operation
Management. If you don't see the Settings menu, click menuMenu.
Go to the Virtual Agent pane.
Do one or both of the following, depending on your use case:
To display chat session variables from customer support virtual agents,
do the following:
Go to Customer support agents.
For Chats, select the Collect configured custom data in chat
sessions and send it to CRM checkbox.
Select the Display collected custom data in Agent Adapter
checkbox.
To display chat session variables from virtual task assistants, do the
following:
Go to Task assistants.
For Chats, select the Collect configured custom data in chat
sessions and send it to CRM checkbox.
Select the Display collected custom data in Agent Adapter
checkbox.
Click Save Changes
Display virtual agent session variables in the call adapter
To display virtual agent session variables in the call adapter, follow these
steps:
In the CCAI Platform portal, click Settings > Operation
Management. If you don't see the Settings menu, click menuMenu.
Go to the Virtual Agent pane.
Do one or both of the following, depending on your use case:
To display call session variables from customer support virtual agents,
do the following:
Go to Customer support agents.
For Calls, select the Collect configured custom data in call
sessions and sent it to CRM checkbox.
Select the Display collected custom data in Agent Adapter
checkbox.
To display call session variables from virtual task assistants, do the
following:
Go to Task assistants.
For Calls, select the Collect configured custom data in call
sessions and sent it to CRM checkbox.
Select the Display collected custom data in Agent Adapter
checkbox.
Click Save Changes
Display SDK custom data
You can configure CCAI Platform to display SDK custom data in the agent
adapter. This custom data can come from the web
SDK, the Android
SDK or the iOS
SDK. This gives the user quick access to the
SDK custom data for that session.
You can used the invisible_to_agent property to specify custom properties that
you don't want to be displayed in the agent adapter. For more information, see
the "Prevent the display of custom data" section of the web SDK
guide, the Android SDK
guide, and the iOS SDK
guide.
To let users view SDK custom data, follow these steps:
In the CCAI Platform portal, click Settings > Operation
Management. If you don't see the Settings menu, click menuMenu.
Go to the Data Parameters pane.
Under Display SDK custom data in Agent Adapter, select the type of SDK
custom data that you want to be displayed in the agent adapter, and then
click Save Data Parameters.
[[["Easy to understand","easyToUnderstand","thumb-up"],["Solved my problem","solvedMyProblem","thumb-up"],["Other","otherUp","thumb-up"]],[["Hard to understand","hardToUnderstand","thumb-down"],["Incorrect information or sample code","incorrectInformationOrSampleCode","thumb-down"],["Missing the information/samples I need","missingTheInformationSamplesINeed","thumb-down"],["Other","otherDown","thumb-down"]],["Last updated 2025-09-04 UTC."],[[["\u003cp\u003eCCAI Platform can be configured to allow agents and supervisors to view session data, including virtual agent session variables and custom data from web and mobile SDKs, directly within the agent adapter.\u003c/p\u003e\n"],["\u003cp\u003eViewing virtual agent session variables gives users an overview of end-user interactions with the virtual agent, providing context for the current session.\u003c/p\u003e\n"],["\u003cp\u003eCustom data from web, Android, and iOS SDKs can be displayed in the agent adapter, offering quick access to relevant information sent to your CRM.\u003c/p\u003e\n"],["\u003cp\u003eThe \u003ccode\u003einvisible_to_agent\u003c/code\u003e property allows for the control of which session variables or custom data properties are hidden from the agent adapter and are not sent to the CRM.\u003c/p\u003e\n"],["\u003cp\u003eConfiguration involves navigating to the "Settings" and then the "Operation Management" section in the CCAI Platform portal and making the correct selections under "Virtual Agent" or "Data Parameters".\u003c/p\u003e\n"]]],[],null,["# Display session data in the agent adapter\n\nYou can configure CCAI Platform to display session data in\nthe agent adapter. This includes virtual agent [session\nvariables](#let-users-view-virtual-agent-session-variables) and [custom\ndata](#let-users-view-sdk-custom-data) from the web and mobile SDKs. This\ninformation can be useful for an agent to get additional information during a\nsession, or for a supervisor to get an overview of a session that they\n[barge](/contact-center/ccai-platform/docs/barge) into.\n\nDisplay virtual agent session variables\n---------------------------------------\n\nYou can configure CCAI Platform to display [virtual agent session\nvariables](/contact-center/ccai-platform/docs/va-custom-payload#session-variables-custom-payload) in the agent adapter. This gives an\nagent or supervisor an overview of previous interactions that the end-user had\nwith the virtual agent.\n\nFor session variables that contain custom payloads, you can use the\n`invisible_to_agent` property to specify payload properties that: (1) You don't\nwant to be displayed in the agent adapter, and (2) You don't want to sent to\nyour CRM. For more information, see [Capture from intent\nresponse](/contact-center/ccai-platform/docs/va-custom-payload#capture_from_intent_response).\n\n### Display virtual agent session variables in the chat adapter\n\nTo display virtual agent session variables in the chat adapter, follow these\nsteps:\n\n1. In the CCAI Platform portal, click **Settings \\\u003e Operation\n Management** . If you don't see the **Settings** menu, click menu **Menu**.\n\n2. Go to the **Virtual Agent** pane.\n\n3. Do one or both of the following, depending on your use case:\n\n - To display chat session variables from customer support virtual agents,\n do the following:\n\n 1. Go to **Customer support agents**.\n\n 2. For **Chats** , select the **Collect configured custom data in chat\n sessions and send it to CRM** checkbox.\n\n 3. Select the **Display collected custom data in Agent Adapter**\n checkbox.\n\n - To display chat session variables from virtual task assistants, do the\n following:\n\n 1. Go to **Task assistants**.\n\n 2. For **Chats** , select the **Collect configured custom data in chat\n sessions and send it to CRM** checkbox.\n\n 3. Select the **Display collected custom data in Agent Adapter**\n checkbox.\n\n4. Click **Save Changes**\n\n### Display virtual agent session variables in the call adapter\n\nTo display virtual agent session variables in the call adapter, follow these\nsteps:\n\n1. In the CCAI Platform portal, click **Settings \\\u003e Operation\n Management** . If you don't see the **Settings** menu, click menu **Menu**.\n\n2. Go to the **Virtual Agent** pane.\n\n3. Do one or both of the following, depending on your use case:\n\n - To display call session variables from customer support virtual agents,\n do the following:\n\n 1. Go to **Customer support agents**.\n\n 2. For **Calls** , select the **Collect configured custom data in call\n sessions and sent it to CRM** checkbox.\n\n 3. Select the **Display collected custom data in Agent Adapter**\n checkbox.\n\n - To display call session variables from virtual task assistants, do the\n following:\n\n 1. Go to **Task assistants**.\n\n 2. For **Calls** , select the **Collect configured custom data in call\n sessions and sent it to CRM** checkbox.\n\n 3. Select the **Display collected custom data in Agent Adapter**\n checkbox.\n\n4. Click **Save Changes**\n\nDisplay SDK custom data\n-----------------------\n\nYou can configure CCAI Platform to display SDK custom data in the agent\nadapter. This custom data can come from the [web\nSDK](/contact-center/ccai-platform/docs/web-sdk#chat-unsigned-custom-data), the [Android\nSDK](/contact-center/ccai-platform/docs/android-sdk-guide#send-custom-data-to-your-crm) or the [iOS\nSDK](/contact-center/ccai-platform/docs/ios-sdk-guide#send-custom-data-to-your-crm). This gives the user quick access to the\nSDK custom data for that session.\n\nYou can used the `invisible_to_agent` property to specify custom properties that\nyou don't want to be displayed in the agent adapter. For more information, see\nthe \"Prevent the display of custom data\" section of the [web SDK\nguide](/contact-center/ccai-platform/docs/web-sdk#prevent-the-display-of-custom-data), the [Android SDK\nguide](/contact-center/ccai-platform/docs/android-sdk-guide#prevent-the-display-of-custom-data), and the [iOS SDK\nguide](/contact-center/ccai-platform/docs/ios-sdk-guide#prevent-the-display-of-custom-data).\n\nTo let users view SDK custom data, follow these steps:\n\n1. In the CCAI Platform portal, click **Settings \\\u003e Operation\n Management** . If you don't see the **Settings** menu, click menu **Menu**.\n\n2. Go to the **Data Parameters** pane.\n\n3. Under **Display SDK custom data in Agent Adapter** , select the type of SDK\n custom data that you want to be displayed in the agent adapter, and then\n click **Save Data Parameters**.\n\nWhat's next\n-----------\n\n- [Send SDK custom data](/contact-center/ccai-platform/docs/send-sdk-custom-data)"]]
