RobertWC | 2021-07-20 00:30:07 UTC | #1
I would like to provide a data action to transfer an Email to a flow or to assign it to another agent. I have tried the Conversation->Assign and the participant replace functions, but they either tell me it is not allowed or it does not recognize the agent and/or flow. Any clue how can get this working?
tim.smith | 2021-07-20 20:30:13 UTC | #2
Manipulating conversations requires a user context, which data actions do not have because they use client credentials. You can request new features and share your use case at https://genesyscloud.ideas.aha.io/.
If you can drop the data action requirement, you can build an application (probably a web app) that the user authorizes and can perform conversation manipulation. That app needs to use an OAuth flow that's not client credentials.
Jason_Mathison | 2021-07-21 01:05:35 UTC | #3
Here is an existing idea for something like this. Please add any additional use cases you have to it.
https://genesyscloud.ideas.aha.io/ideas/CLPLA-I-1082
--Jason
RobertWC | 2021-07-21 18:11:45 UTC | #4
So, is there no way to get an email to another user through automation?
tim.smith | 2021-07-21 18:25:21 UTC | #5
You can automate your business logic and API requests in any way you like. The caveat is that your architecture can't be fully unattended. Users must authorize the application/service as needed when it is lacking an auth token for the necessary user. That must happen at least every 48 hours (max token lifetime) and in real-time as needed whenever the token becomes invalidated for any other reasons.
RobertWC | 2021-07-22 15:15:07 UTC | #6
Have you seen any references or samples of using Data Actions to get the token and then use that in a data action to execute the code?
tim.smith | 2021-07-22 15:17:57 UTC | #7
Data actions can only use client credential grants; there is no way for them to interact with a user to perform user-based authorization. Refer to the link Jason posted above for the idea to implement such a feature.
system | 2021-08-22 15:18:00 UTC | #8
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