Allows to configure additional information (context, codes) that may be or provided alongside a service call session.

Enterprise Routing Please note that this is an Enterprise Routing Feature.

(info) Please note that all context items are defined in the Configuration. Some context requires technical expertise and is limited to the Admin backend of Nimbus.

Portal Conversation Context

By adding Context a separate URL (e.g. a CRM or Support-Tool) can be opened in additional browser tab.

(tick) Available items must be defined via Conversation Context located within the Configuration. This can be done by service owners themselves

In addition to the My Sessions view which already shows helpful caller information during an incoming call you can define Context to open in a extra tab whenever a Nimbus call is accepted.

Possible use cases for context could be:

  • Create, update or open incident tickets based on incoming call information.
  • Provide additional help or instructions to your Agents, based on the called services.
  • Extend the call scenario with further browser-based applications such as CRM, SAP or custom-developed apps.

Before using this feature

Top open context in your browser during active calls, your Nimbus Personal App must run in a browser tab. The Nimbus Teams Tab cannot display context.

Within MS Teams you can open Nimbus via the " Go to Website " Icon located at the top right of your Nimbus app.

Alternatively you can use the following links to open the Nimbus portal directly. Please note that the location must match with the URL opened from the "Go to Website" link in the app, otherwise your account credentials will be refused.

Portal URLs:

(tick) Make sure to configure your web proxies to allow access to these domains or whitelist the complete *.luware.cloud domain.

Before working with context on a productive scale:

  • Ensure that no blockers or URL filters are active (e.g. IT policy, Ad-blocking, Browser Tab settings) that could prevent opening of context tabs.
  • Once applied in Context Service Settings, Context is opened for all users of that Service. Ensure that they all have access to the (outside) URL or system you access with that context.
  • Note that Microsoft Teams currently has no technical way or permissions to open extra Context-Tabs automatically, so your additional Conversation Context may not show when Nimbus is not running in your browser. When installed locally on your system, our Assistant app can automatically open context on your default browser on incoming / ringing calls.

Assistant Conversation Context

Assistant works standalone App, providing Context during calls to individual users. Additionally you can also define Action Templates that trigger data calls.

Within a Service you can configure Context for Assistant individually as follows:

Assistant Conversation Context

Assign Conversation Context which is opened in a Nimbus user's default browser during an incoming service call.

(tick) Conversation Context must be defined first to appear here.

(lightbulb) With Assistant installed and running in the background, a Nimbus browser tab is not required for context anymore.

Service Call Templates

Assign Templates on Service-level which perform HTTP data handling requests to external systems (e.g. a CRM).

(tick) The trigger points and actions must be defined as Service Call Templates first.

(info) As an alternative to Service Call Templates you can configure Direct Call Templates and assign them to individual users of Assistant.
These Direct Call Templates only trigger when that specific user is called.

Codes (Primary, Secondary) 

Allows users to specify Primary and Secondary codes to be stored alongside a customer interaction in the My Sessions view. Codes will stored as part of historic reporting and available via Power BI.

(tick) The corresponding Widgets need to be enabled in → Extensions tab.

(tick) Primary and Secondary Codes must be configured beforehand before they can be added.