Smart Fields: Accessing Browser and Page Data in Chat Agent Workflows

Overview

Smart Fields allow Chat Agent workflows to automatically extract and use system-level user information collected from chat interactions, even for non-logged-in users. This is particularly powerful for technical troubleshooting, personalized experiences, and intelligent routing.

⚠️ Important: This feature is specifically for Chat Agent workflows only. It does not apply to Email Agent or other workflow types.

⚠️ Preview/testing environments may not populate all data automatically, but this works in embedded and public chat interfaces.

What Data is Available "For Free"

The system automatically collects rich user data from every chat interaction through browser detection. This can be accessed via Smart Fields with minimal additional setup.

Browser & Device Information

• Browser name and version (Chrome, Firefox, Safari, etc.)
• Operating system (macOS, Windows, iOS, Android, etc.)
• Device type (Desktop, Mobile, Tablet)

Page Context

• Current URL where chat was initiated
• Page title
• Meta description

Complete Setup Guide

This setup requires three distinct steps in different parts of the system:

Step 1: Create Smart Fields

Navigation: Settings → AI Support → Chat agent → Smart fields

1. Click "Create smart field"
2. For each field below, create a new Smart Field with these exact specifications:

Creating Each Smart Field:

1. Name: Enter the exact field name (e.g., browser_name)
2. Type: Select the field type from the table above
3. Description: Copy the description from the table
4. For device_type dropdown, add these options:
   • Desktop
   • Mobile
   • Tablet
5. Click "Save"

Repeat this process for all 6 fields.

Step 2: Configure User Data Mappings

Navigation: Settings → AI Support → Chat agent → Chat settings

1. Scroll down to find the "User data mapping" section
2. Click "Add variable" for each mapping below
3. Enter these exact JSON paths and Smart Field names:

Adding Each Mapping:

1. JSON path field: Enter the exact path (e.g., current_page_data.browser_name)
2. Smart field dropdown: Select the corresponding Smart Field you created
3. Repeat for all 6 mappings
4. Save the chat settings

Step 3: Add "Collect Information" Step to Your Workflow

Navigation: Workflows → [Your Chat Agent Workflow] → Build

1. Click the "+" button to add a new step
2. Select "Collect information" from the step types
3. Configure the step:
   • Step name (optional): "Gather User Data"
   • Fields to collect: Select all the Smart Fields you created:
     • ✅ browser_name
     • ✅ operating_system
     • ✅ device_type
     • ✅ browser_version
     • ✅ current_url
     • ✅ page_title
4. Save the step

Step 4: Use Data in Subsequent Steps

After the "Collect information" step, all subsequent workflow steps can reference the data using variable syntax:

In Guide Steps:

Add these variables to your response instructions:

• {{browser_name}} - User's browser
• {{operating_system}} - User's OS
• {{device_type}} - Device type
• {{browser_version}} - Browser version
• {{current_url}} - Current page URL
• {{page_title}} - Page title

In Condition Steps:

Use these variables in your condition logic:

if device_type == "Mobile"
if browser_name == "Chrome"
if current_url contains "products"

Example Use Cases

Technical Troubleshooting

I can see you're using {{browser_name}} on {{operating_system}}. 
For this issue, try these {{device_type}}-specific steps:

Intelligent Routing

conditions:
  - if: device_type == "Mobile"
    route_to: mobile_support_team
  - if: browser_name == "Internet Explorer" 
    route_to: legacy_browser_team

Page-Specific Help

I can see you're on our {{page_title}} page. Let me help you with 
that specific product...

Context-Aware Responses

I can see you're on our {{current_url}} page. Let me help you with 
that specific product...

Complete Data Structure Reference

The full CalPublicChatUserData structure contains:

{
  "user_id": "anonymous_12345",
  "email": null,
  "name": null,
  "current_page_data": {
    "url": "<https://example.com/products/widgets>",
    "title": "Premium Widgets | Example Corp",
    "meta_description": "High-quality widgets for...",
    "meta_keywords": "widgets, premium, quality",
    "main_heading": "Our Premium Widget Collection",
    "device_type": "Desktop",
    "operating_system": "macOS",
    "browser_name": "Chrome",
    "browser_version": "120.0.6099.129"
  },
  "metadata": {}
}

Common Pitfalls & Troubleshooting

❌ Problem: Smart Fields show [DATA:field_name] instead of actual values

Cause: Missing "Collect Information" step or it's not the first step

Solution: Add "Collect Information" step as the first step after your trigger

❌ Problem: Fields remain empty even with correct mappings

Cause: Incorrect JSON paths in user data mapping

Solution: Double-check the exact paths:

• current_page_data.browser_name (not browser_name)
• current_page_data.device_type (not device_type)

❌ Problem: Smart Fields not appearing in "Collect Information" step

Cause: Smart Fields weren't created properly or user data mappings missing

Solution:

1. Verify Smart Fields exist in Settings → AI Support → Chat agent → Smart fields
2. Verify mappings exist in Settings → AI Support → Chat agent → Chat settings

❌ Problem: Variables not working in Guide steps

Cause: "Collect Information" step not configured to collect the specific fields

Solution: Edit the "Collect Information" step and ensure all needed Smart Fields are selected

✅ Setup Checklist:

• [ ] Smart Fields created with exact names
• [ ] User data mappings configured with current_page_data. prefix
• [ ] "Collect Information" step is first in workflow
• [ ] "Collect Information" step includes all needed Smart Fields
• [ ] Variables used with correct syntax: {{field_name}}

Technical Notes

• Data collection works in embedded chat widgets and public chat interfaces
• Preview/testing environments may not populate all data automatically
• User data is collected immediately when chat session starts
• Data persists throughout the entire conversation
• Browser and device detection works for all modern browsers and mobile devices

Security & Privacy

• Only browser/device information and page context is collected
• No geographic or IP address data is stored
• All data collection follows GDPR and privacy regulations
• Users can opt out of data collection via privacy settings

This feature enables powerful personalization and technical troubleshooting capabilities while maintaining user privacy and requiring minimal additional setup.