Thanks for the input. With enough programming anything is possible, but I don't think we'll work it into our process anytime soon.
Original Message:
Sent: 01-28-2025 09:40
From: Christoph Domaschke
Subject: Create Interaction, without contacting external contact.
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)
Original Message:
Sent: 01-28-2025 08:49
From: Kenneth Ely
Subject: Create Interaction, without contacting external contact.
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
Original Message:
Sent: 01-27-2025 03:04
From: Christoph Domaschke
Subject: Create Interaction, without contacting external contact.
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)
Original Message:
Sent: 01-24-2025 10:09
From: Kenneth Ely
Subject: Create Interaction, without contacting external contact.
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
Original Message:
Sent: 01-24-2025 09:58
From: Cameron Tomlin
Subject: Create Interaction, without contacting external contact.
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
Original Message:
Sent: 01-24-2025 09:42
From: Kenneth Ely
Subject: Create Interaction, without contacting external contact.
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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