Agents can see a contact's important events in the Agent Desktop activity feed. Events will appear chronologically among other conversation history, with customizable display names, properties, and other styling to help differentiate and highlight what's most important for agents to know.
Watch a full demo here.
Choose which events to promote to the activity feed
Go to Settings > Data Management > Events to see a list of all events sent to your Regal account.
From here, click into any event to configure its details. Select "Add to Agent Desktop Feed" to begin showing this event in the activity feed.
Set the Display Name and which properties from the event to include.
Styling promoted events
In addition to configuring the display name of the event and its properties, you can also add an emoji and color-coding to make the events easier to find when scrolling and understandable at a glance.
Interacting with events in the activity feed
In the agent desktop feed, you'll see entries for the enabled events for that contact with the display name and properties configured in Settings.
By default, only the first 2 configured properties will show, but you can click on the header to expand and see the rest.
There's also a filter above the feed that allows you to show only the Events or only the Conversation history: