Using parameters in advanced AI agents

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AI agents - Advanced

In AI agents - Advanced, parameters are pieces of information you can collect and use to tailor your AI agent workflows. Specifically, you can leverage parameters in conditional blocks, segments, and API integrations.

This article contains the following topics:

• Available parameters
• Available operators

Available parameters

Parameters can come from three sources:

• CRM platform parameters
• Session data parameters
• Backend integration parameters

CRM platform parameters

CRM platforms typically store customer information such as name and email address. This information can be fetched from your CRM platform and saved to use in conditional blocks.

To fetch information from your CRM platform, add an action associated with the “Conversation started” event to collect the data from your CRM when a conversation begins. The information will be collected for every new conversation and applied to all dialogues within your AI agent.

Session data parameters

Session data refers to information customers provide during a messaging session with the AI agent. Add a block-level action to a dialogue flow to fetch session data and save it as a parameter value.

These session parameters are collected by default:

Parameter	Use case example
{{lastDetectedLanguage}}	Provide the unsupported language system reply in the user’s language.
{{active_language}}	Create language-specific replies. You must use the language’s ID, not its name, as the parameter value. You can find the ID by going to Settings > AI agent settings > Languages and selecting a language.
{{chatTranscript}}	Attach the conversation transcript to a ticket for escalation via email.
{{lastVisitorMessage}}	Repeat the customer’s words, often in a default reply, such as: “I’m afraid I don’t know anything about {{lastVisitorMessage}} yet.”
{{integrationId}}	Route incoming messages to relevant AI agents with routing rules based on the source (integrationId) of the incoming message. View full size
{{confidence_score}}	Base the reply on the intent recognition confidence threshold. Confidence_score is rounded up or down to whole numbers (integers). View full size
{{lastResolution}}	Set a different dialogue flow based on the last custom resolution state: Undefined, Informed, Resolved, Not Resolved, Escalated To Agent, or Escalated via Email, and send to your CRM as a tag upon escalation.

When creating your own session parameters with an action, don’t use the same name as one of these system parameters. It will cause an error and the data won't be retrieved.

Entities are also considered session data parameters. The name of the entity is the name of the parameter. Any information captured via entities is stored as session data until two hours after conversation inactivity.

Backend integration parameters

The AI agent can also fetch information from a custom API integration to create personalized dialogue flows.

Available operators

The table below lists the available operators, which each fall into one of the following types:

• String: Word
• Boolean: True or false
• Array/list: Comma-separated list
• Integer: Whole number
• Float: Decimal number

Operator	Use for	Example	Expected parameter type	Condition value type
is / Is not	Single values	country is Germany	string	string or integer
Is / Is not (boolean)	True or false statements	loggedIn Is True	boolean	boolean
In / Not in	An OR condition with multiple values separated by a comma	country In Germany, Japan, Finland	string	array
Array includes / does not include	Checking for a particular value within a list of values stored as an array in the session	tags_Array Array Includes item VIP	array	string
Text includes / does not include	Checking for a substring, like a country code in a URL, based on text-based data in the session	URL text Includes fr	string	string
Exists / Does not exist	Checking if a parameter is present in the session, without a specific value	email Exists country: '' , null, or completely undefined	any	N/A
Starts with / Does not start with	Single string values	country Starts with united	string	string
Greater than Greater than or equal Less than Less than or equal	All number types (integers and floats), with content recognition and actions, including whether the value Exceeds a set value Exceeds or is equal to a set value Is less than a set value Is less than or equal to a set value	Number Greater than or equal 9	integer or float	integer or float
Else	The fallback, should always be added as the last condition	N/A	anything	N/A