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Adding parameter under participant data in Specific interaction view

  • 1.  Adding parameter under participant data in Specific interaction view

    Posted 06-05-2025 19:23

    PriyaBBox | 2023-04-03 02:30:45 UTC | #1

    Hi,

    I am looking into adding some new parameter values under participant data in Interactions-->interaction view (Genesys cloud). Is there any known method of doing it? For example: If the customer is from Salesforce, I need the parameter to display 'Salesforce' (Something like a custom parameter) I tried looking into Genesys Documentation, but its mostly editing to add extra columns to the view, which doesn't help me.

    Any suggestion would help me.

    Thanks, Priya

    tim.smith | 2023-04-10 20:26:32 UTC | #2

    You can update participant attributes using PATCH /api/v2/conversations/{conversationId}/participants/{participantId}/attributes, or one of the media-type-specific endpoint variants.

    PriyaBBox | 2023-04-27 23:04:37 UTC | #3

    Thanks Tim, I tried that and looks like I can update existing attributes with this. I am looking for something like a custom attribute that I may need to create for this use case. I need the participant data in interaction view to display "call origin : Salesforce" or similar when a customer calls from Saleforce. so how do I do that? I am trying to set and get the Partcipant data via Architect flow. Not sure if thats the right way, is there any documentation that can advice on this?

    tim.smith | 2023-04-28 13:14:16 UTC | #4

    I can't find these documented anywhere else, but try setting these 6 attributes:

    {
  customField1Label: 'Chat source',
  customField1: 'Billing site',
  customField2Label: 'Customer category',
  customField2: 'Small-medium business',
  customField3Label: 'Customer type',
  customField3: 'Partner'
}

    From this page: https://developer.genesys.cloud/commdigital/digital/webchat/#chat-variables. Those should provide 3 properties where you can set the label and value that show in the agent's interaction view somewhere. I think you might need to prefix them with webchat_; IIRC custom chat properties have that prefix applied to them to prevent collisions with known attributes. Let me know if this works for you.

    tim.smith | 2023-04-28 13:16:16 UTC | #5

    If the above attributes won't work, you can use an agent script and show any participant attributes you like there.

    Anthony_Heacock | 2023-04-28 22:55:08 UTC | #6

    You could set an external tag. This column can then be displayed on the Interaction View.

    https://help.mypurecloud.com/articles/set-external-tag-action/

    system | 2023-05-29 22:55:24 UTC | #7

    This topic was automatically closed 31 days after the last reply. New replies are no longer allowed.

    This post was migrated from the old Developer Forum.

    ref: 19264



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