For information on creating dynamic data, please refer to Adding Dynamic Data.
This article will cover wrap data, and how you can use it. Wrap data is useful for tracking the reason for contact and essential in understanding how to reduce overall contact volume by tracking why people are getting in touch.
There are many reasons why customers might contact you, and so it’s important to be able to let the advisor get to the right data quickly and effectively.
This is what conditional wrap data will enable; take a look at these reasons for contact in this example in our first wrap up:
If you select WISMO (where is my order), then you’ll see some WISMO specific choices in Wrap 2:
Then in Wrap 3, there are couriers to choose from:
This helps you to narrow down hundreds of reasons for contact that are important to your organisation to get the right level of detail. It also makes it easy for the advisor to pick the right data, instead of showing them everything.
You can do this as many times as you see fit, although 2 or 3 at most is usually a good idea, so managing them doesn’t become too complex. Let’s cover how to do this. First, go to Admin and select Dynamic Data.
From here, you’ll see your list of Dynamic Data types. Now, select the data you want to set conditions for. In this example, we’ll be using ‘Wrap 2’ as per the image above.
When you want to show data under certain conditions, click on it and select Display Conditions.
From here, you need to create the condition that will show that option, click the + icon highlighted below to go to Components.
In this case, you only want the other field to show if you have WISMO selected as option 1. To do this there are two options to tell Gnatta which field is wanted. You can start typing in the component, and it’ll autocomplete available options, you can select the data you need that way. If you’re not sure which ID you need, go to the Dynamic Data section you want and copy the ID at the bottom of the segment:
This is the syntax to add the condition to the top of the component:
Interaction.Data<Data Name>[Data ID]In this case, we would get:
Interaction.Data<Wrap 1>[854f1efe-9f8e-4a0e-8b22-46f05978b62e]From here, select EQUAL for this example. You can use other operations for other things in the exact same way. You can then choose a Context or a Constant. Contexts are values that change (like fields), and constants are static. In this example, a Constant is needed, because the field name we want to show never changes.
The syntax for a constant field is:
<Field Name>Field IDSo this would be:
<Late Order>1781caef-91f6-4c32-aac6-7f0a9b14c249
Remember, get the ID from the Dynamic Data segment of the field you want, as shown above.
To recap!
Context field syntax is:
Interaction.Data<Data Name>[Data ID]Constant field syntax is:
<Field Name>Field ID🗝️ You can use any other data points in Gnatta to add conditions. If you have ideas on what you want to do but aren’t sure how, please reach out to your Service Delivery Manager.
Now you’re ready! Click Save and now your field will only show up when the conditions are met.
If you followed the example correctly, you’ll see Other in Wrap 2 when we select WISMO in Wrap 1.
You can repeat this process for as many wrap levels and pieces of data as you want.