There might be circumstances where you don't want a CRM account or a record created when a new call or chat session is initiated. For example, if you have an account for a company with multiple employees that contact your call center, you wouldn't want to create a new account with each contact. Or you might expect calls that are very short and don't require their own record. This page explains how to configure Contact Center AI Platform (CCAI Platform) to handle these situations.
When you skip CRM account and record creation, the data mapping options vary significantly depending on whether you map session data to a CRM activity object or to a CCAI Platform session. The following procedures are grouped according to whether you are mapping session data to a CRM activity object or to a CCAI Platform session.
You can skip account and record creation with Salesforce, Zendesk, ServiceNow, and custom CRM integrations.
Skip account or record creation and map session data to an activity object
This section shows the data mapping options that are available when you map call or chat session data to a CRM activity object. The following procedures show you how to skip CRM account and record creation while mapping to a CRM activity object:
Skip account creation and map to an activity object
To skip CRM account creation and map to a CRM activity object, do the following:
In the CCAI Platform portal, click Menu, and then click Settings > Operation Management.
In the General pane, go to CRM Record Creation Details.
For Session Data, in the Map data to field, select Activity Object. The CRM activity object is attached to a CRM record.
For CRM Record Creation Details, select the Skip CRM account creation checkbox.
Optional: To append the session to the latest open record in the leaf queue, select the Append call or chat session to latest open record in the same leaf queue checkbox. If there is no open record in the same leaf queue, a new record is created.
Optional: To skip CRM account lookup, select the Skip CRM account lookup checkbox. The Append call or chat session to latest open record in the same leaf queue checkbox disappears because you can't find the latest open record if there is no account lookup.
Click Save General.
Skip record creation and map to an activity object
To skip CRM record creation and map to a CRM activity object, do the following:
In the CCAI Platform portal, click Menu, and then click Settings > Operation Management.
In the General pane, go to CRM Record Creation Details.
For Session Data, in the Map data to field, select Activity Object.
For CRM Record Creation Details, select the Skip CRM record creation checkbox. For Records, a single data mapping option is available.
Optional: To append the session to the latest open record in the leaf queue, select the Append call or chat session to latest open record in the same leaf queue checkbox. If there is no open record in the same leaf queue, no new record is created.
Click Save General.
Skip account and record creation and map to an activity object
To skip CRM account and record creation and map to a CRM activity object, do the following:
In the CCAI Platform portal, click Menu, and then click Settings > Operation Management.
In the General pane, go to CRM Record Creation Details.
For Session Data, in the Map data to field, select Activity Object.
For CRM Record Creation Details, select the Skip CRM account creation and Skip CRM record creation checkboxes.
Optional: To append the session to the latest open record in the leaf queue, select the Append call or chat session to latest open record in the same leaf queue checkbox. If there is no open record in the same leaf queue, no new record is created.
Optional: To skip CRM account lookup, select the Skip CRM account lookup checkbox. The Append call or chat session to latest open record in the same leaf queue checkbox disappears because you can't find the latest open record if there is no account lookup.
For Records, a single data mapping option is available. Click Save General.
Skip account or record creation and map session data to a CCAI Platform session
This section shows the data mapping options that are available when you map call or chat session data to a CCAI Platform session. The following procedures show you how to skip CRM account and record creation while mapping to a CCAI Platform session:
Skip account creation and map to a CCAI Platform session
To skip CRM account creation and map to a CCAI Platform session, do the following:
In the CCAI Platform portal, click Menu, and then click Settings > Operation Management.
In the General pane, go to CRM Record Creation Details.
For Session Data, in the Map data to field, select CCaaS Session. For Records, a single data mapping option is available.
For CRM Record Creation Details, select the Skip CRM account creation checkbox.
Optional: To append the session to the latest open record in the leaf queue, select the Append call or chat session to latest open record in the same leaf queue checkbox. If there is no open record in the same leaf queue, a new record is created.
Optional: To skip CRM account lookup, select the Skip CRM account lookup checkbox. The Append call or chat session to latest open record in the same leaf queue checkbox disappears because you can't find the latest open record if there is no account lookup.
Click Save General.
Skip record creation and map to a CCAI Platform session
To skip CRM record creation and map to a CCAI Platform session, do the following:
In the CCAI Platform portal, click Menu, and then click Settings > Operation Management.
In the General pane, go to CRM Record Creation Details.
For Session Data, in the Map data to field, select CCAIP Session.
For CRM Record Creation Details, select the Skip CRM record creation checkbox. For Records, three data mapping options are available. If you don't need the following optional step, select a Records option, and then click Save General. Otherwise, go to the following step.
Optional: To append the session to the latest open record in the leaf queue, select the Append call or chat session to latest open record in the same leaf queue checkbox. If there is no open record in the same leaf queue, no new record is created. For Records, a single data mapping option is available.
Click Save General.
Skip account and record creation and map to a CCAI Platform session
To skip CRM account and record creation and map to a CCAI Platform session, do the following:
In the CCAI Platform portal, click Menu, and then click Settings > Operation Management.
In the General pane, go to CRM Record Creation Details.
For Session Data, in the Map data to field, select CCaaS Session.
For CRM Record Creation Details, select the Skip CRM account creation and Skip CRM record creation checkboxes. For Records, three data mapping options are available. If you don't need the following optional steps, select a Records option, and then click Save General. Otherwise, go to the following step.
Optional: To append the session to the latest open record in the leaf queue, select the Append call or chat session to latest open record in the same leaf queue checkbox. If there is no open record in the same leaf queue, no new record is created. For Records, a single data mapping option is available. If you don't need the following optional step, click Save General. Otherwise, go to the following step.
Optional: To skip CRM account lookup, select the Skip CRM account lookup checkbox. The Append call or chat session to latest open record in the same leaf queue checkbox disappears because you can't find the latest open record if there is no account lookup. For Records, two data mapping option are available. Select an option, and then click Save General.