Genesys Cloud CX

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  • 1.  Pass Custom Data from Chat to Callback Script

    Posted 05-11-2022 14:58
    Hello,

    I'm working on updating our script used for chat to allow the agents to submit a callback on the customer's behalf to a different queue with priority using a create callback data action. I'm able to create the callback however, I'm running into an issue passing the participant data from the chat conversation through to the callback script. Has anyone been able to make that work?

    To summarize, I need to pass custom data from a chat conversation through to the script for a callback created using a data action.
    #PlatformAdministration
    #Routing(ACD/IVR)
    #SystemAdministration
    #Unsure/Other

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    Mo
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  • 2.  RE: Pass Custom Data from Chat to Callback Script

    Posted 29 days ago
    Hi Mo,

    You can add participant data to the callback interaction with the data action, but you need an Architect flow to set the screen pop.

    It might be easier to create an outbound campaign for the callbacks.
    https://github.com/GenesysCloudBlueprints/automated-callback-blueprint