Genesys Cloud (formerly PureCloud)

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Interaction history

  • 1.  Interaction history

    Posted 27 days ago

    Is there any way you can created a external contact using the flow. Is there also a way to populate the customers history when an email is received.


    Brendan Binns
    Bytes Systems Integration, a Division of Altron (TMT)

  • 2.  RE: Interaction history

    Posted 27 days ago
    You would need to create a data action leveraging
    POST Create an external contact (/api/v2/externalcontacts/contacts). You can pass call ANI or email address as contact attributes there. Since external contact must contain also first name and last name, you will need to hardcode them in data action with some values, like, New Contact. Afterwards, agent during the call, can change them to real ones if he wants.

    Armands Bunkovskis
    Adventus Solutions Sia