Let’s say I have a call agent and a chat agent, and I want to connect both of them to the same chat history. Since the post-chat/post-call data extraction on the agents for Chat Summary and Call Summary are added by default by Retell, we cannot map them to the same contact field. Meaning both my chat agent and call agent will not be able to have an integrated history that can be mapped to a singular contact field.
This can be fixed in 2 ways:
- is to allow contact fields to map to 2 different post call data attributes.
- is to change the name of the default post call attributes (which cannot be changed by the users) to Conversation Summary instead of the current Chat Summary for chat, and Call Summary for call.
Thank you.