nagarjunch | 2023-01-30 16:33:15 UTC | #1
Whenever a call comes in the embeddable framework, we search for contacts in our external system. Once we find the contact we want to display a custom name of contact for on-going interaction item in embeddable framework. We tried the below solution but it did not work.
- We have added "customInteractionAttributes" ("fwcontactname") in framework.js
- We have configured displayObject in framework.js to show the customInteractionAttributes as per the document https://developer.genesys.cloud/platform/embeddable-framework/configMethods/displayObject
display: { interactionDetails: { call: [ "framework.DisplayAddress", "call.Ani", "participant.fwcontactname" ] } }
- Now when we receive a call, we search for freshdesk contact in "contactSearch" genesys event and publish " sendContactSearch " genesys event to set the below contact details
{ type: 'external', name: <freshdesk-contact-name>, id: <freshdesk-contact-id>, phone: <phone-number>, attributes: { fwcontactid: <freshdesk-contact-id>, fwcontactname: <freshdesk-contact-name>, }, }
- We also publish the event " addAttribute " to set the " fwcontactname " attribute.
Even after these steps, the contact name we set in displayObject is still not being displayed on genesys embeddable framework.
Is there a way to do this? can someone suggest a solution for this usecase.
Richard.Schott | 2023-01-31 01:47:49 UTC | #2
I believe you need to prefix the attribute with "participant." when you're setting it in order to display, using the config you've shown. I just tested that in the Salesforce integration, which operates on nearly identical principals to the Embeddable Framework, and that worked for me (i.e. it displayed as soon as I set the participant.{name} attribute that was defined in my customized display).
system | 2023-03-02 01:48:42 UTC | #3
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