Conversation Context puts the information an agent needs right next to the conversation in NimbusOne. The context consists of multiple parts and sources:
- Call Flow Context — Automatically generated based on the journey the customer has taken through various services or talking to different agents.
- Conversation Context Tabs — web content such as a CRM record, a ticket or an internal page, shown as its own tab next to Session Details.
- Context Information — a list of Nimbus system and Custom Parameter values, such as the caller’s number, CRM-retrieved external data, or a value collected in the Workflow.
- Context provided by the Agent — Provided during or after a Session. Also see see Codes and Tags. ☝️ Once saved, this Context remains stored together with the Session, as part of the historical Nimbus Reporting session.
✅ Preconditions
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Admins configure Conversation Context Tabs as predefined items in the Nimbus Admin Portal > Configuration.
💡 Ensure that the Context Tabs have URLs the Agents can reach. When using Parameters as part of the URL, ensure they have a fallback. - Service Owners configure the Context in the Extensions Service Settings. This includes System Fields and any Custom Parameters to be shown. The Extension Settings also steer whether context data is kept after the conversation and whether it is carried along on a transfer scenario.
Learn more…
Configuration on the Extensions tab
For a NimbusOne service, the Extensions Settings tab contains two sections. Settings are saved with the service and apply to every agent handling it.
| Section | Setting | Purpose |
|---|---|---|
| Session Details | Call Flow | Show or hide the call flow of the session in NimbusOne. |
| Context Information | Show or hide the Context Information section in NimbusOne. | |
| Session Parameters | The System and Custom Parameters listed in Context Information, in the order you set. | |
| Codes & Tags | Show or hide Codes & Tags in NimbusOne. Primary and Secondary Codes are selected below the toggle. | |
| Conversation Context | Conversation Context Tabs | The context entries that open as tabs in the session view, in the order you set. |
| Store Conversation Context Data | Keep context and parameter values available after the conversation has ended. | |
| Keep Custom Context Parameters on transfer | Decide whether Custom Parameters are carried along when the agent transfers the conversation (To Service, To User). |
☝️ Note that any Parameters (used either for Context Tabs or shown as standalone Context) must be retrieved via Power Automate Connector or filled otherwise, e.g. in prior Workflow Activities. If a parameter isn't filled, a default or no value may be shown.
What agents see in NimbusOne
| Area | What Agents See | Actions in the NimbusOne UI |
|---|---|---|
| Context Tabs (appended at the end of the Session tab row) |
The session view shows one tab per configured context entry, in the configured order. Each tab displays the content embedded in the session view and has a toolbar with the entry name and two buttons. 💡The tabs belong to the service of the conversation. When the agent switches to a conversation of another service, the tabs change to that service’s configuration. |
|
| Context Information |
The Context Information section on the Session Details tab lists the configured Session Parameters with their current values. 💡 A parameter without a value is shown as Unknown. If no parameters are configured, the section shows No context information for this session. |
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For content to render, Agents need to have access to the website URL and Parameters must be resolved correctly. Some websites may prevent cross-origin embeds.
When Context is not shown
For a conversations the values are not shown in the following scenarios:
- After session conclusion: When Store Conversation Context Data was disabled in the Extensions Service Settings; otherwise the section shows Not stored.
- After transfers: When “Keep Custom Context Parameters on transfer” was disabled, Parameters revert to their default. They may not be shown at all or shown empty.
Context Tabs may not render if the target site prevents it with policies:
INC Website Embed Limitations
WEBSITE EMBEDDING LIMITATIONS
Some websites prevent IFrame embeds on remote sites, which cannot be circumvented. When you try to embed such protected URLs, errors like 401 (unauthorized) or a "Refused to Connect" message will be shown instead of your desired output.
✅ Possible Workarounds:
- If available, consult your external source website support to check if any iframe-referrals are allowed. Some services offer specialized data widgets for that purpose or provide authorized token-URLs that you can use.
- If you have access to whitelists on your source website, try to allow the *.luware.cloud domain for external embedding / referencing.
Show more technical information...
There are two types of HTTP headers in websites that control iframe loading:
X-Frame-Options: DENY
Content-Security-Policy: frame-ancestors 'none'
The HTTP Content-Security-Policy specifies valid parents that may embed a page using <frame>, <iframe>, <object>, or <embed>.
A website header called x-frame-options specifies the access prevention, determined via the following values:
- if set to DENY the site isn't allowed to be loaded in iframe
- if set to SAMEORIGIN the page can only be embedded in a frame on a page with the same origin as itself.
- if set to ALLOW-FROM the page can only be displayed in a frame on the specified origin. This only works in browsers that support this header.
🔍 Related Sources: