Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  Email to Case Salesforce Integration - variables in Architect?

    Posted 02-02-2021 20:42
    No replies, thread closed.
    Hi guys

    When using Salesforce email to case and process builder to send emails through to Genesys Cloud, what variables are available to Architect?   Can you still access all of those shown here under the email tab?

    Architect built-in variables - Genesys Cloud Resource Center

    I note that the interactions view doesn't show email addresses etc when going through this way.  But I still need my Architect flow to be able to pick out from/to addresses.

    #Integrations
    #Omni-ChannelDesktop/UserInterface

    ------------------------------
    Vaun McCarthy
    NTT New Zealand Limited
    ------------------------------


  • 2.  RE: Email to Case Salesforce Integration - variables in Architect?

    Posted 02-03-2021 08:25
    No replies, thread closed.
    Hi Vaun,

    yes you can get the attributes. In Salesforce / Process Builder you need to pass the atributes.
    Something like below:

    If this is done, you get use the Attributes in Genesys Architect.

    Kind Regards

    Rene

    ------------------------------
    RenePerez Solis
    Genesys IT Consultant
    ------------------------------

    Original Message


  • 3.  RE: Email to Case Salesforce Integration - variables in Architect?

    Posted 02-03-2021 16:00
    No replies, thread closed.
    Thanks for this RenePerez

    How will this become available to Architect?  As a participant data item called "Attributes"?

    ------------------------------
    Vaun McCarthy
    NTT New Zealand Limited
    ------------------------------

    Original Message


  • 4.  RE: Email to Case Salesforce Integration - variables in Architect?

    Posted 02-04-2021 17:20
    No replies, thread closed.
    Just tested, this is perfect and it does show up in the regular attributes section for participant data when I query the conversation in the API.

    Thanks again.

    ------------------------------
    Vaun McCarthy
    NTT New Zealand Limited
    ------------------------------

    Original Message


  • 5.  RE: Email to Case Salesforce Integration - variables in Architect?

    Posted 02-05-2021 01:56
    No replies, thread closed.
    The only downside of this, is that the performence reports do not show the FromAddress or ToAddress.
    I also do think there are some limitations if Quality Managemtn is used as the content of the mail is not in Genesys.

    ------------------------------
    RenePerez Solis
    Genesys IT Consultant
    ------------------------------

    Original Message


  • 6.  RE: Email to Case Salesforce Integration - variables in Architect?

    Posted 02-05-2021 03:01
    No replies, thread closed.
    Yep, bit frustrating that one.  I wonder if there's a PATCH API that will let me update the address for the participant.  I took a quick look and it didn't seem to have one in there - only for the actual attributes/participant data.  Guessing that's be design for some security reason.

    ------------------------------
    Vaun McCarthy
    NTT New Zealand Limited
    ------------------------------

    Original Message


Related Content