odimitr | 2023-03-07 08:57:42 UTC | #1
Hello,
I am trying to implement contact identification for open messaging. This is the only channel where contact identification is not done automatically by Genesys Cloud. So agent has to manual search for a contact and associate the interaction with it.
I was thinking to search for the contact in the inbound message flow and then call the /api/v2/externalcontacts/conversations/{conversationId} API PUT request in order to associate the interaction with the contact.
The association seem to work correctly but still agent cannot see the appropriate contact under Profile tab once the interaction is "answered". Is there a way to push the right contact under Profile tab once the agent "answers" the interaction. I would expect that since interaction is associated to a contact then, profile tab would display the correct contact automatically.
Any help on this regard will be highly appreciated.
Thank you, Orestis.
odimitr | 2023-03-20 07:31:09 UTC | #2
Any ideas/comments on the above?
system | 2023-04-20 07:31:24 UTC | #3
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