Pre populate the Contact form fields from the chat launch form or an IVR

In this section, we'll discuss pre populating the Create Contact Form fields from the chat launch form or IVR.

When an agent receives a chat or call from an unknown contact, on accepting the chat, the agent can see a Create Contact form loaded with First Name, Last Name, Email, along with other fields or custom fields. Once the form is loaded, instead of manually filling in the details, the agent can automate this process by updating the fields in the new contact form with the data from the DCS information the customer enters during the initialization of the chat.

Here's how you pre populate the Create Contact form using Engagement data:

1. Open the Oracle Cloud Application page containing the component you want to extend.
2. Click the Settings and Actions menu and select Edit Page in Visual Builder to open the page in the VB Studio Page Designer.
3. Create a project or open an existing project.
4. Add required dependencies from the Dependencies sub tab.
5. Click the Layouts sub tab, then select Contacts from the list.
6. From the Dynamic Forms list, select Create Contact.

   You can either duplicate existing default layouts or create your own layout.

7. Duplicate ready-to-use rules by doing the following:
   1. In the Display Logic area, click the Duplicate Rule icon to clone the default rule.
   2. Duplicate the existing default rules UI.
   3. Enter a name for the duplicate rule then click the Duplicate button to create a copy of rule and layout.
      Note: Default layouts from dependencies are read-only, you can’t edit them
8. In the newly copied layout, select Click to add condition.

   You can add multiple conditions, or you can add multiple rules based on your requirements.

9. Create a new rule by doing the following:
   1. In the Display Logic area, click the + Rule button.
   2. Add new rules and conditions.
   3. Add new fields or use existing form fields.
   4. Create a custom field, click + Custom Field.
   5. In the Properties section, update the value of any custom fields you created.
   6. Select the variable you want to see as this field, or use the function to work custom code. For example, if you wanted the firstName field to be populated using engagement data, your function would look like this:

      firstNameUnknown = [[ $componentContext.outData.firstName ]]
      
      emailUnknown = [[ $componentContext.outData.SVCMCA_EMAIL ]]
      
      lastNameUnknown = [[ $componentContext.outData.lastName ]]
      
      phoneUnknown = [[ $componentContext.outData.SVCMCA_ANI ]]
      
      queueUnknown = [[ $componentContext.outData.SVCMCA_QUEUE_NAME ]]
      
      

10. Now click the Rule Sets tab, and add the field to your layout.
11. Click Preview to view the updates, or Publish to make them available.