Genesys Cloud - Main

Dear All,

We have given a option to customer to opt call back in Inqueue flow. For the 3rd call back attempt we will need to call an data action to create a ticket. This is customer first setting call back scenario. Attempt should be counted for the no answer as well.

How I can approach this? Please help

Hi Gautham,

One way I can think of to try this would be using a Trigger + Workflow approach rather than handling it directly in the callback flow.

Since this is a Customer First callback scenario, I would start by testing a trigger on:

v2.detail.events.conversation.{id}.wrapup

The wrapup event looks like it includes useful fields such as queueId, direction, mediaType, and wrapupCode, which may help identify failed callback attempts (e.g. no answer).

From there, one approach you could try is using Set Conversation Data to maintain your own counter (for example CallbackAttemptCount), and increment it each time a failed callback attempt is detected. Once the count reaches 3, you can call your Data Action to create the ticket.

If you don't need to count attempts and just want to create a ticket on each attempt, you could also try using:

v2.detail.events.conversation.{id}.outbound

as a simpler trigger, but that would not distinguish between successful and failed attempts.

I haven't tested this myself, but this is one direction I think you could try. The key thing to validate would be which wrapupCode values represent no answer / failed callback attempts in your environment.

Hope this helps and someone from community might add more or a different way to this.

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Phaneendra
Technical Solutions Consultant
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hi @Gowthaman Govindarajan , For me, it's exactly as Phaneendra told you.