Genesys Cloud - Main

Hello Everyone,

First time poster and new to Purecloud. What I'm looking to do is enrich the information provided to the agents. We've populated our external contacts with all our store locations. When a customer calls in we know what store they are trying to call, what I would like to do is show the entire contact information section of the external contact right in the Script pop up that the agents sees. It would allow the Agent to have some extra details about the store and even potentially get the map view if required to help the customer.

Hi Jonathan,

If you want to pull in the external contact information you are going to need to use the https://help.mypurecloud.com/articles/about-purecloud-data-actions-integration/ along with https://help.mypurecloud.com/articles/available-script-actions/ (Data actions

section) This will let you hit the purecloud api and then pull that data into the script. From there you can display it how you need it.

Hello.

After looking thru those articles, it seems like a very heavy handed way to get around something that should be simple. So I searched thru the resource center again, finding this article. https://help.mypurecloud.com/articles/search-external-contacts-action/, which is exactly what I wanted, but when I try to find the action in the Architect Toolbox, it's not there. Is there anyone that knows where in the Architect toolbox I can find this?

As a follow up to my last answer, I found out that the above article I mentioned is only for email flow in architect, not for inbound call flow, so Joshua's feedback about using the Public API is most accurate.