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  • 1.  Export responses to PDF/Customer CRM

    Posted 21 days ago

    We are currently trying to get Tokens set up in our org to implement a Virtual Agent flow (so I can't do any trial and error yet). We will be asking our customers several open response and yes/no questions. I have a requirement to export ALL responses collected during the interaction with the VA to a PDF and ultimately push to our CRM. Is this possible?

    I was going to try to set the responses as participant data/attributes, but i also don't see a way to export those with APIs either. Are External Tags new? Is that a possibility with say 30 different responses?

    I appreciate anyone's input and ideas!


    #API/Integrations
    #ConversationalAI(Bots,AgentAssist,etc.)

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    Kellyn DuBois
    Lead Software Developer
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  • 2.  RE: Export responses to PDF/Customer CRM
    Best Answer

    Posted 20 days ago

    Hello Kellyn,

    I believe that External Tags have been around for a few years. I know that you can set an External Tag using a couple of different methods but I'm not sure what the best way to grab that data. You might want to check out the Genesys Cloud Developer Forum for more info.



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    Jason Kleitz
    Online Community Manager/Moderator
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    Original Message


  • 3.  RE: Export responses to PDF/Customer CRM

    Posted 18 days ago

    External tags are no new, but typically you can only have one per flow. It's a singular external tag, you can update it throughout the flow, but by the end of the flow you will only be able to visualize the last external tag in the GCloud interactions UI. 

    Participant Data attributes have no real native way visualizing them in the UI. It's a short fall at the moment. PureInsights AppFoundry reporting add-on as well as others have the ability to do this, but again not an easy native way. 

    There is an export option in the interactions view to export with custom attributes. but it will be all the attributes for the whole IVR and not just the IVR/Virtual Agent.



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    Steve Alix
    EDCi
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    Original Message


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