My company uses Tawk.to to integrate chat into an online consumer account management platform. This platform currently feeds Tawk.to certain user attributes (email, phone, account number, and an inquiry link that links back to the account management platform) that chat agents can use to quickly view and “jump to” the users account in the software.
I have two basic questions, details of which would have to be worked out with the account management software provider.
Is there a way to add more user attributes to the Tawk.to user attributes screen? Tawk.to already pulls certain attributes. Can we add more?
Is there a way for the AI agent to dip into the specific users attributes provided by the account management software and use them in the conversation?
I am trying to give the AI a little more account information to work with rather than have it respond with “I do not have access to account specific information.”