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? 

#ArchitectandDesign

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Christopher Toleman
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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

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Phaneendra
Technical Solutions Consultant
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Hi Phaneendra

Thanks for your response. In my case we wouldnt be creating an interaction so to speak as once the sms is sent, the call is disconnect within the IVR, so i'm not sure how we'd be able to see anything from the analytics page. If it was going to a queue we'd already have their account details captured and presented there.

On the analytics page i can see how many times the data action for the sms waws triggered, is what you said possible to attach the account numbers to that trigger and see the accounts it was triggered too? 

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Christopher Toleman
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Original Message:
Sent: 03-13-2026 07:53
From: Phaneendra Avatapalli
Subject: Capturing account details from a send sms data action

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

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Phaneendra
Technical Solutions Consultant
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Hi Christopher,

I see what you're aiming for attaching the account number directly to the Data Action trigger in Analytics.

One approach that could work is storing the account number as Participant Data before triggering the SMS.

Even if the call is handled fully in the IVR and disconnected, a conversation record is still created, and the participant data will be attached to that interaction. You could then retrieve it via conversation details or APIs to correlate which account the SMS was sent to.

It may not surface directly in the Analytics view you're using today, but it does allow you to capture and report on that information separately.

Hope this helps, keen to see if others in the community have different ways to achieve this 👍

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Phaneendra
Technical Solutions Consultant
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Original Message:
Sent: 03-20-2026 06:00
From: Christopher Toleman
Subject: Capturing account details from a send sms data action

Hi Phaneendra

Thanks for your response. In my case we wouldnt be creating an interaction so to speak as once the sms is sent, the call is disconnect within the IVR, so i'm not sure how we'd be able to see anything from the analytics page. If it was going to a queue we'd already have their account details captured and presented there.

On the analytics page i can see how many times the data action for the sms waws triggered, is what you said possible to attach the account numbers to that trigger and see the accounts it was triggered too? 

------------------------------
Christopher Toleman
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Original Message:
Sent: 03-13-2026 07:53
From: Phaneendra Avatapalli
Subject: Capturing account details from a send sms data action

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

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Phaneendra
Technical Solutions Consultant

If all you want to do is to log that you tried to send an SMS to customer Y and then to be able to retrieve a list of customers to whom you sent a message...

Immediately before calling the data action - write the relevant information to a data table within Genesys cloud (or externally) - this could store the SMS number, interaction ID customer number etc.  This table could then be exported / searched if required.

Storing of PII may be a concern depending upon what information is stored.

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Richard Robinson
Senior Technical Account Manager
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