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Hi everyone,

I'm integrating the Genesys Cloud Embedded Client with Microsoft Dynamics 365 and want to programmatically update the Interaction Log Notes during or right after wrap-up.

Is there a supported way or API to do this from an external CRM like Dynamics 365?

Any pointers, best practices, or examples would be appreciated.

Thanks!
Pedro Villegas

Hi Pedro,
         You can use https://developer.genesys.cloud/platform/embeddable-framework/configMethods/processCallLog to get the data which is written in interaction log notes

but if you want to send data from dyamics 365 to genesys(ineraction log notes), it is better to update the participant data. so that data will be stored in genesys and used for other process

Hi Thirumurugan,

Apologies for the delayed response - I was out on PTO and just catching up now. Thanks so much for your input!

I was actually aiming to send data from Dynamics 365 to Genesys - specifically to update or append notes in the Interaction Log programmatically during or after wrap-up. I understand updating participant data is a good practice for persistence and future processes, but is there a way to ensure that data appears in the standard Interaction Log Notes section that agents see?

Just to confirm - there's no supported method to write directly into the Interaction Log Notes from an external app like Dynamics via the embeddable client or APIs?

Appreciate your insights.

Best regards,
Pedro Villegas