Genesys Cloud CX

Discussion Thread View
  • 1.  Parse customer details to WebMessaging

    Posted 10-11-2021 01:24
    As there is no 'pre-registration' form inside web messaging vs web chat.  The next best thing would be an intent asking for 3 slots, first name, last name and email.
    Is there some way to parse those details collected in a botflow to the queue?
    The end goal of course being so the customer in the webmessaging interaction ie Jane Doe, customer@company.com will automatically be linked to an external contact so the agent can check customer history accross channels.
    #ArchitectureandDesign
    #ConnectwithaCustomer(NEW)
    #DigitalChannels

    ------------------------------
    Daniel Buxton
    Acquire BPO
    ------------------------------


  • 2.  RE: Parse customer details to WebMessaging

    GENESYS
    Posted 10-12-2021 15:47
    Daniel,

    If you have some mechanism to collect first name, last name, and email then you can use the "Search External Contact" block to see if an external contact exists for that web visitor.  If one or more external contacts are found then you'll have to figure out which one to select and use that External Contact ID.  If one does not exist then you'd have to use a Genesys Cloud Data Action (https://help.mypurecloud.com/articles/about-genesys-cloud-data-actions-integration/) to call POST /api/v2/externalcontacts/contacts to create an external contact and get the returned Eternal Contact ID.

    Once you have an External Contact ID that matches your web visitor then you'll need to use another Genesys Cloud Data Action to call PUT /api/v2/externalcontacts/conversations/{conversationId} to link that external contact to the messaging conversation.  There should be a variable available called messaging.conversationId (or something like that) to identify the conversation and you'll have the external contact id from above.

    I hope that helps.

    ------------------------------
    Jim Crespino
    Senior Director, Developer Evangelism
    Genesys
    https://developer.genesys.com
    ------------------------------



  • 3.  RE: Parse customer details to WebMessaging

    Posted 10-20-2021 07:15
    Hey David,

    This is a fantastic reponse thankyou.  I will be trying this ASAP
    A similar question, do you know if this method can be used to auto create an email contact, we already have the email address.  Would like to auto create contacts first name and last name from the email display name

    ------------------------------
    Daniel Buxton
    Acquire BPO
    ------------------------------



  • 4.  RE: Parse customer details to WebMessaging

    GENESYS
    Posted 10-20-2021 10:23
    If you search for an external contact and one doesn't exist, then in that path of the flow you can call another Genesys Cloud Data Action to create an External Contact by calling this API: https://developer.genesys.cloud/api/rest/v2/externalcontacts/#post-api-v2-externalcontacts-contacts.  The return from that API will give you the external contact id of the newly created external contact and then you can use the same procedure to link the contact to the conversation.

    ------------------------------
    Jim Crespino
    Senior Director, Developer Evangelism
    Genesys
    https://developer.genesys.com
    ------------------------------