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  • 1.  Create Interaction, without contacting external contact.

    Posted 14 days ago

    I have a business unit that completes several fields in a script whenever they have an interaction. 

    Occasionally customers contact them outside of the Genesys. walk ins, direct email etc. 

    The business unit would like to complete the the script and document it in Genesys, however they do not want to re-engage the external contact just to complete the form. 

    Any ideas how to accomplish this in Genesys? 


    #Routing(ACD/IVR)

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    Kenneth Ely
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  • 2.  RE: Create Interaction, without contacting external contact.

    Posted 14 days ago

    Hello Kenneth, 

    The only thing I can think of is the Get Participant Data action built into the flow, you will need to add the variables that your script needs. 

    Let me know what you think. 

    Meanwhile you can also see what the rest of the community has to say. 

    Cheers, 



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    Cameron
    Online Community Manager/Moderator
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  • 3.  RE: Create Interaction, without contacting external contact.

    Posted 14 days ago

    Cameron,

    The script is built out and works fine. In a normal inbound call or interaction we are good. 

    The issue is how can an agent use the script when the customer contact was not through Genesys and they don't want to contact the customer again? 

    Can they open an interaction to complete the script without actually calling/txting/emailing the external contact?



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    Kenneth Ely
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  • 4.  RE: Create Interaction, without contacting external contact.

    Posted 11 days ago

    What about creating a callback? A callback can use the script without a call. As long as you define variables as input and output you should be able to contiue working on that interaction / script.



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    Christoph Domaschke
    Leiter Service Center (Cronbank)
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  • 5.  RE: Create Interaction, without contacting external contact.

    Posted 10 days ago

    Christoph,

    I like the callback process idea, but can an agent generate a callback interaction without an initial interaction? If so, how? 



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    Kenneth Ely
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  • 6.  RE: Create Interaction, without contacting external contact.

    Posted 10 days ago

    Hi Kenneth,

    please take my apologies: I did not understand the full problem from the start. You are looking for a way to start an interaction in Genesys, because the contact was offline / a direct contact. For e-mails the solution whould be to forward the direct email to an email-flow. For walk-ins you could use the  POST /api/v2/conversations/callbacks  . But you whould have to find a way to call that api / data action. In theory its possible to create widgets for Genesys Cloud, but that is far beyond my skills.



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    Christoph Domaschke
    Leiter Service Center (Cronbank)
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  • 7.  RE: Create Interaction, without contacting external contact.

    Posted 6 days ago

    Christoph, 

    Thanks for the input. With enough programming anything is possible, but I don't think we'll work it into our process anytime soon. 



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    Kenneth Ely
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  • 8.  RE: Create Interaction, without contacting external contact.

    Posted 6 days ago

    If they just need to access the script to fill out something that's sent to another system you could use e-mail for that.

    Agent can create a new e-mail interaction to get access to the script, and then just end the conversation without sending the e-mail.



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    Jan Heinonen
    Contact Center Specialist
    GlobalConnect AB
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  • 9.  RE: Create Interaction, without contacting external contact.
    Best Answer

    Posted 6 days ago

    How about creating a digital bot with set of questions (that are in the script). You can write all the answers as Participant Data then disconnect the interaction without routing to queue.



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    Cheers
    Zubair
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  • 10.  RE: Create Interaction, without contacting external contact.

    Posted 6 days ago

    That is out of the box and a very interesting approach. I'll need to look at it further.  




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