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Living Context: custom connectors and field mapping

In brief: Living Context connects the Customer Agent to data about the situation around a conversation. The available information does not explain how to configure custom connectors or map fields.

Customer Agents can use connected data to tailor interactions to a customer’s circumstances. To configure that access, it helps to distinguish Living Context from the integrations that supply its data.

What Living Context includes

Living Context is where the Customer Agent is acting. It connects to CRM, billing, and product data so the agent can see the situation around each conversation.

A CRM connector syncs CRM data into Living Context. This can support personalization based on lifecycle stage, account history, and ownership.

What is known about connectors

An integration connects Unless with another system, such as a CRM, helpdesk, CMS, or MCP server, to unify data flows and execute actions. A source connector retrieves data from an external system for use as a Source.

The available information does not describe how to create a custom connector, configure its connection, or map fields. It also does not specify supported field types or mapping options, so those setup details cannot be provided here.

Field mapping details

No field-mapping instructions are available in the information provided. In particular, it does not explain how to match fields from an external system to Living Context data or how to validate a mapping.

Living Context’s purpose and the role of integrations are defined, but the configuration steps for custom connectors and field mapping are not.