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Hi All,

Let me start by explaining what I am trying to achieve:

1. Search for a casenumber in the current page URL and transfer that to Genesys.
2. Load this to Genesys immediately after clicking the "Message Us" button.
3. I also included 1 attribute to just add the word "TEST", to confirm static data is transferred

Last week I tested this functionality and it seemed to work, however today I found it does not work flawlessly.

• Scenario 1:
• Main page has loaded, chat icon is visible on every page.
• Customer selects case page and opens a case
• Chat is initiated by clicking "Message Us".
• Result: no case number, however TEST was transferred.

• Scenario 2: 
• The currrently opened case page is refreshed (F5)
• Chat is initiated by clicking "Message Us"
• Result: Case number and TEST were transferred

• Scenario 3
• The chat above was ended "using the bin icon"
• Chat is initiated by clicking "Message Us"
• Result: nothing is transferred. (this only works when hitting F5 again and restarting the chat).
  
  

How do I ensure the custom attributes always send the correct data to Genesys from this case page, as a requirement for my flows to work is that I already have the case number.

My current script looks like this:

<script type="text/javascript" charset="utf-8">
  (function (g, e, n, es, ys) {
    g['_genesysJs'] = e;
    g[e] = g[e] || function () {
      (g[e].q = g[e].q || []).push(arguments);
    };
    g[e].t = 1 * new Date();
    g[e].c = es;

    ys = document.createElement('script');
    ys.async = 1;
    ys.src = n;
    ys.charset = 'utf-8';
    document.head.appendChild(ys);

    Genesys("subscribe", "Messenger.ready", function() {
      var caseMatch = window.location.href.match(/\/case\/([A-Za-z0-9]+)/);
      var caseNumber = caseMatch ? caseMatch[1] : null;

      Genesys("command", "Messaging.open");

      Genesys("command", "Database.set", {
        messaging: {
          customAttributes: {
            SMX_caseNumber: caseNumber,
            CustomAttribute: "TEST"
          }
        }
      });
    });

  })(window, 'Genesys', 'https://apps.mypurecloud.de/genesys-bootstrap/genesys.min.js', {
    environment: 'euc1',
    deploymentId: 'xxxxxxxxxxxxxxxxx'
  });
</script>

#Architect
#DataActions
#Scripts
#WebMessaging

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Gerben Duijster
Senior Technical Support Specialist
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