## What is Case Enrichment? Case enrichment is a feature that allows customers to enhance their chat conversations by pulling in external data from APIs to provide richer context and improved responses. --- ## What Can Customers Do with Case Enrichment? Case enrichment enables customers to: - **Configure custom APIs** to enrich chat conversations with external data - **Define how ticket/case data maps** to those APIs using JSON path mapping - **Leverage returned data** to improve chat responses and provide more contextual information - **Test their configuration** in real-time before going live --- ## Key Components of Case Enrichment Setup ### 1. User Data Mapping - Set up how incoming user data will be parsed and mapped to reusable smart fields - Configure JSON paths (e.g., `metadata.organization_id`) to map to smart fields - These mappings allow the system to extract relevant user information from chat sessions ### 2. API Endpoint Configuration - Define the external API endpoint that will be called for enrichment - Configure the HTTP method (GET, POST, etc.) and endpoint path - Example: `/api/external/v1/assembled_ai/customer/{{identifier}}` ### 3. Smart Fields from API Response The system can extract various data points from API responses, including: - Account information (balance, approval status, ID) - Personal details (first name, last name) - Account status (order active, flex score) - Membership details (renewal date, rejection reason) - Historical data and incidents ### 4. Handling Arrays in Smart Fields You have two main approaches to handle arrays from API responses: **Option 1: Map Entire Array to One Smart Field** - Create a single smart field that contains the entire array - The system can parse the array and use the data without explicit sub-value smart fields - Useful when you want the LLM to process the full array context **Option 2: Map Individual Array Elements to Separate Smart Fields** - Extract specific values from array elements into individual smart fields - Depends on your workflow needs and how you want to use the sub-values - Useful when you need to reference specific array elements in conditions or workflows **Example Scenarios for Array Usage**: - If you need to condition a workflow based on a specific array element, create a dedicated smart field for that sub-value - If you're using array data frequently across multiple places, consider creating individual smart fields for easier reference - For simple array processing where the LLM just needs access to the data, mapping the entire array to one smart field may be sufficient ### 5. Field Mapping - Map JSON paths from the API response to specific variables - Example: JSON path → API variable --- ## How to Test Case Enrichment ### Key Testing Concepts **Automatic vs Manual Variable Input**: - In real chat scenarios, variables are gathered automatically from user information - For testing purposes, you need to manually input the variable value to simulate having that data - This allows you to test with specific user data scenarios without requiring an actual user session ### Step-by-Step Testing Process **1. Navigate to the Testing Interface** - Go to [https://app.assembledhq.com/quality/chat-testing](https://app.assembledhq.com/quality/chat-testing) - Select the chat profile you'd like to test - Ensure the profile has "case data enrichment" enabled in the setup **2. Configure Test User Data** - Click "Apply user data" - Set the variable to the value you want to test with - This simulates having that user information available during a real chat - Once applied, you'll see the full return from the JSON response body **3. Begin Testing** - Start testing the chat profile with questions that would require the enriched user data - The system will use the configured variable to make API calls and return enriched responses - Monitor how the AI agent incorporates the enriched data into its responses ### Using the Chat Testing Interface 1. **Access the Testing Panel**: Navigate to AI Support > Chat testing in the left sidebar 2. **Select Chat Profile**: Choose the chat profile with case enrichment configured 3. **Test with User Data**: The system will show if user data was successfully retrieved 4. **Review API Calls**: Check the "User data details" panel to see: - Request endpoint and method - Request body with user data - Response status (should be 200 for success) - Complete response body with enriched data ### Testing Workflow 1. **Configure Test Variables**: Set up the user data variables you want to test with 2. **Start a Test Conversation**: Use the chat interface to ask questions 3. **Monitor Data Enrichment**: Check if user data is successfully pulled 4. **Verify API Responses**: Review the detailed request/response information 5. **Test Agent Responses**: See how the AI agent uses the enriched data (e.g., "Your Flexscore is 996") 6. **Save Test Cases**: Each conversation is recorded and saved for QA review --- ## Why is Testing Important? Setting up case enrichment can be complex and error-prone, especially when dealing with: - Custom APIs with various configurations - Different data mapping requirements - Integration troubleshooting Our new testing panel addresses these challenges by allowing users to: - Preview how case enrichment behaves in real-time - Identify configuration issues early in the setup process - Troubleshoot problems much faster and easier - Validate API connections and data mapping before going live - Review detailed request/response logs for debugging --- ## Do we Always Need to Manually Input Variables for Testing? **For testing purposes: Yes.** While in real chat scenarios variables like are gathered automatically from user information (like phone numbers), for testing you need to manually input the variable value. This allows you to: - Test with specific user data scenarios - Simulate different user profiles - Validate API responses without requiring actual user sessions --- ## How Does Variable Gathering Work in Production vs Testing? **Production**: Variables are automatically extracted from user information (e.g., phone number lookup, user account data) **Testing**: Variables must be manually configured using the "Apply user data" feature to simulate having that information available ### How should I handle arrays in my API response? When your API returns arrays (like multiple receipts, transactions, or records), you have options: **Single Smart Field Approach**: Map the entire array to one smart field. The LLM can parse and use the array data directly without needing individual sub-fields. **Individual Smart Field Approach**: Create separate smart fields for specific array elements if you need to: - Use array elements in workflow conditions - Reference specific array values frequently - Apply different logic to different array elements **Decision Factors**: - How often will you reference specific array elements? - Do you need to condition workflows on array sub-values? - Will you use the array data in multiple places? --- ## How Often Does Case Data Enrichment Occur? **Fresh data for every interaction**: Case data enrichment makes a fresh API call for each customer message/copilot button press, not just once per ticket. This ensures that: - Customer data is always up-to-date - Any changes in external systems are reflected immediately - Each interaction has access to the most current information --- ## What Happens After I Apply User Data? Once you apply user data with the configured variable: - The system makes the API call with that variable - You can see the full JSON response body - The chat agent can then use this enriched data to provide personalized responses - All API request/response details are logged for review ## Technical Requirements To use case enrichment testing, customers must have: - A chat profile set up in the system - A case data enrichment endpoint properly configured - Appropriate API access and credentials - Proper JSON path mapping configured for user data --- ## Troubleshooting Common Issues ### User Data Not Successful - Check if the API endpoint is accessible - Verify the JSON path mappings are correct - Ensure the API credentials are valid - Review the request/response details in the testing panel ### API Response Issues - Check the response status (should be 200) - Verify the API is returning the expected JSON structure - Ensure the smart field mappings match the actual API response structure --- ## Getting Started with Case Enrichment Testing Based on feedback from our Solutions team, here's how to get started: ### Initial Setup Steps 1. **Navigate to the testing panel**: Go to [https://app.assembledhq.com/quality/chat-testing](https://app.assembledhq.com/quality/chat-testing) 2. **Select your chat profile**: Make sure Case data enrichment is enabled in your Chat profile Setup 3. **Validate your API setup**: Use the testing interface to confirm your API is returning the expected data structure ### Testing Best Practices - **Start with simple test cases**: Use known variable values to validate your API connection - **Review the complete JSON response**: Check that all expected fields are being returned - **Test array handling**: If your API returns arrays, determine whether you need individual smart fields or can use the entire array - **Validate smart field mapping**: Ensure your JSON paths correctly map to the returned data structure --- ## Getting Help If you encounter issues or have questions about case enrichment configuration: - Use the detailed testing panel to diagnose API connection issues - Review the request/response logs for specific error messages - Contact the engineering team for technical assistance - Reach out to the PM team for design-related questions - Reference this FAQ for common troubleshooting steps --- ## QA Review Process - Test conversations are automatically saved as test cases - Navigate to the QA review page to evaluate past conversations - Use "Start reviewing" to begin the QA process for test cases - Click "Reset conversation" to start new test cases