Genesys Cloud - Main

Hi

I'm wondering if anyone has any insights on capturing account details when a data action is performed in architect.

Specifically when we send an sms.

For context, in our IVR we can trigger a data action to send a sms to the customer, we can see how may times this data action was triggered, but we have visibility on who it was sent to. 

Is it possible to somehow capture the account number somewhere to see who the sms has been sent to? 

Hi Christopher,

One approach would be to store the account number as Participant Data in the flow before calling the Data Action that sends the SMS. This attaches the value to the interaction so it can later be retrieved through analytics or the conversation details.

For example, you could use a Set Participant Data action to store the account number and then execute the Data Action that sends the SMS. This way the interaction record will contain the account reference associated with that SMS trigger.

More information on how to configure this action can be found here:  
https://help.genesys.cloud/articles/add-set-participant-data-action-to-task/

Hope this helps

------------------------------
Phaneendra
Technical Solutions Consultant
------------------------------