Genesys Cloud - Main

I'm trying to determine if it's possible to set the External Tag through a script instead of in the architect flow.  In particular, we want to capture the salesforce case that agents input into the script and use it as the External Tag (we're currently taking that case info in the script and using a data action to write a transcript link back to salesforce).

Thanks

#ArchitectureandDesign
#Integrations
#Reporting/Analytics

------------------------------
Carlos Alonso
Dow Jones & Company, Inc.
------------------------------

You can use a data action to do it

------------------------------
Melissa Bailey
Genesys - Employees
------------------------------

Original Message:
Sent: 08-23-2023 15:09
From: Carlos Alonso
Subject: Can you set the External Tag from a script?

I'm trying to determine if it's possible to set the External Tag through a script instead of in the architect flow.  In particular, we want to capture the salesforce case that agents input into the script and use it as the External Tag (we're currently taking that case info in the script and using a data action to write a transcript link back to salesforce).

Thanks

#ArchitectureandDesign
#Integrations
#Reporting/Analytics

------------------------------
Carlos Alonso
Dow Jones & Company, Inc.
------------------------------