Genesys Cloud - Main

Hi to the community,

As with Architect - Inbound Email Flow, you have an action to check if the incoming email address is an existing External Contact and route to a specific queue or whatever the case.

Is this possible with Inbound - Call Flows? If so, how can I go about implementing it?

Thanking you in advanced for your responses.

Hi Jared,

The external contact actions are not available in call flows.  You can mimic them by writing your own data actions to do the look up based on the caller's phone number (use the Call.Ani variable).

https://help.mypurecloud.com/articles/create-custom-action-integrations/

https://help.mypurecloud.com/articles/call-data-action/

Hi to the community,

As with Architect - Inbound Email Flow, you have an action to check if the incoming email address is an existing External Contact and route to a specific queue or whatever the case.

Is this possible with Inbound - Call Flows? If so, how can I go about implementing it?

Thanking you in advanced for your responses.

Hi Melissa,

Thank you for your response.

Would Genesys be able to provide the code I need to configure this custom data action?

Hi Jared,

The external contact actions are not available in call flows.  You can mimic them by writing your own data actions to do the look up based on the caller's phone number (use the Call.Ani variable).

https://help.mypurecloud.com/articles/create-custom-action-integrations/

https://help.mypurecloud.com/articles/call-data-action/

Hi to the community,

As with Architect - Inbound Email Flow, you have an action to check if the incoming email address is an existing External Contact and route to a specific queue or whatever the case.

Is this possible with Inbound - Call Flows? If so, how can I go about implementing it?

Thanking you in advanced for your responses.