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  • 1.  Architect: Get Participant Data from Salesforce email to case routing

    Posted 02-15-2019 13:52
    Hi,

    we are trying to develop an architect email flow for routing email to case in Salesforce (using Process Builder) and we cannot to obtain any Salesforce Interaction Attributes in PureCloud Architect. The email routing notification arrives to PureCloud Architect correctly and we can put it in a PureCloud Queue, but if we try to obtain the value of a Salesforce Interaction Attributes in Architect for using it in the flow (using Get Participant Data) an empty value is returned.

    Usign Set Participant Data in Architect Flow, we can change the Salesforce Interaction Attributes value and it is displayed in the agent correctly, but we cannot read it.

    Please, can you say us how can we access to Salesforce Interaction Attributes from Architect?

    Thanks in advanced and best regards
    #Integrations
    #Routing(ACD/IVR)

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    Ochoa Alberto
    minsait
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  • 2.  RE: Architect: Get Participant Data from Salesforce email to case routing

    GENESYS
    Posted 02-15-2019 16:07
    Could you explain what process builder is?  

    Are you sure the salesforce interaction attributes are on the conversation object in the correct spot?  How do they get there (without using the Set Participant Data action)?  Can you post the conversation object here so we can see it--from before the Set Participant Data action is used.

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    Melissa Bailey
    Genesys - Employees
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    Original Message


  • 3.  RE: Architect: Get Participant Data from Salesforce email to case routing

    Posted 02-17-2019 13:36
      |   view attached
    Hi, I attach a PDF document with the steps, including images, with a detailed explanation

    Thanks and best regards


    ------------------------------
    Ochoa Alberto
    Indra Soluciones Tecnologías de la Información, S.L
    ------------------------------

    Original Message


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