Brand-Specific / Conditional Conversation Data Attributes (CvDAs)

Brand-Specific / Conditional Conversation Data Attributes (CvDAs)

Context & Use Case:
We have multiple regional office workspaces, and each office manages support for multiple distinct brands/products within a single workspace. Because each brand has unique customer questions and support workflows, we need distinct conversation attributes for each product.

Problem:
Currently, Conversation Data Attributes are applied globally across the entire workspace. As a result, agents see all attribute dropdowns (e.g., 3 separate product dropdowns) on every conversation, even though only 1 is relevant to the ticket's specific brand.

Requested Solution:

• Ability to scope Conversation Data Attributes to specific brands, or

• Enable conditional visibility so that selecting a specific Brand/Product dynamically displays only the attributes relevant to that brand in the conversation details panel.