Hello There, I have a question on conversation attributes. | Community
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Hello There, I have a question on conversation attributes.

  • March 10, 2022
  • 3 replies
  • 107 views
K

Hello There, I have a question on conversation attributes. I know there isn't a way to have conversation attributes be nested, but do you have any suggestions on workarounds?

 

Essentially, I have a conversation attribute called "Topic" and a conversation attribute called "Sub-Topic." Both are picklist values and when topic is equal to a specific value (let's use "Order" as an example), I want the "Sub-Topic" field to only show the relevant picklist values related to "Order".

 

Any insight would be much appreciated. Thank you!

      3 replies

      A
      Innovator ✨
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      • Adam W
      • Innovator
      • March 14, 2022

      Hey Kevin! Yep, totally know where you're coming from here as we had a similar need for our support team. We didn't manage to solve it unfortunately, but ended up providing some more feedback/guidance using Guru for the team giving the "best practice" options to choose in certain situations.

       

      Fingers crossed for a filterable/nestable hierarchy for these in future!

      E
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      • Ellen S11
      • Active User
      • March 14, 2022

      add this to the product wishlist - we'd love to have it too!

        J
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        • Jill Bragg
        • Connector
        • May 6, 2026

        Any updates on this? We’re not able to convert some of our conversation attributes to Fin AI attributes due to having over 250 values in some of them. We know it’s a lot, but we have a huge team & that’s the best we can do right now. Without nesting, our agents are endlessly scrolling to find the right option to choose. If we could nest these that’d be amazing!

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