You sure can, now there might be some catcha's that I'm not aware off, and doesn't work for preview campaigns
But yes you setup a Call Analysis
And then under the campaign you se the call response field to your Call Analysis Response name
You can have different treatment for Voice vs Live Customer detected too, which is nice.
As for having a Conversation ID for precall. I believe it will, really grey area for me here and I will need to test this out if I get a chance today, but I believe once it gets to pre call the conversation is created, you can find it in interaction search, see it in the timeline etc.
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Anton Vroon
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Original Message:
Sent: 09-01-2022 09:30
From: Clayton Curtis
Subject: add attribute to conversation details outbound call.
Thanks for the Reply folks. Looking into creating the data action on pre-call rule, but curious, would conversationID even be created on a pre-call scenario?
On other hand, are you guys saying its possible to run a architect flow on outbound dialer call?
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Clayton Curtis
Enova Online Services, Inc.
Original Message:
Sent: 09-01-2022 03:30
From: Vaun Mccarthy
Subject: add attribute to conversation details outbound call.
Yes, what Anton's suggesting here is probably the best way of doing this. Especially since you want to capture this for all calls and not just those that go to an agent. Digging around in pre and wrap up rules is actually a good thing to become familiar with. We've used that recently to get around some limitations on SMS campaigns in our region.
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Vaun Mccarthy
Original Message:
Sent: 08-31-2022 16:45
From: Anton Vroon
Subject: add attribute to conversation details outbound call.
I am assuming the Customer ID is in the Contact List, and you are wanting to add it to the participant attributes?
I'm still figuring out outbound myself, so just my initial thought is you will you will need to know the ConversationId and the ParticipantId (all calls will have one, even if no agent or customer involved, ivr etc are still participants) which you could get from a Get Conversation Detail Api call
And then use (PATCH /api/v2/conversations/callbacks/{conversationId}/participants/{participantId}/attributes) in either a precall rule or in an outbound flow to update it.
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Anton Vroon
Original Message:
Sent: 08-31-2022 09:16
From: Clayton Curtis
Subject: add attribute to conversation details outbound call.
So, we have a Customer_ID field in our outbound campaign. it is a predictive campaign. If the agent answers I have added functionality in a script to add the Customer ID to the Attribute section of the conversation. However, our business wants this value added for all calls that get a conversation ID (i.e. calls not answered by agents, voicemail, hangups, etc). Anybody have best method to do this?
#Outbound
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Clayton Curtis
Enova Online Services, Inc.
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