Genesys Cloud - Main

Dear all - Is it possible to call data actions after transferring the call to the agent (via Transfer to ACD/user) in digital bot flow? If yes, kindly share some articles to refer or provide your valuable experience on this query.

Regards,

Daniel

You should be able to with triggers, create trigger for rules that apply and call a workflow to do the processing.

Triggers

Dear all - Is it possible to call data actions after transferring the call to the agent (via Transfer to ACD/user) in digital bot flow? If yes, kindly share some articles to refer or provide your valuable experience on this query.

Regards,

Daniel

Dear all - Is it possible to call data actions after transferring the call to the agent (via Transfer to ACD/user) in digital bot flow? If yes, kindly share some articles to refer or provide your valuable experience on this query.

Regards,

Daniel

Hi Prathap,

you could probably do this using a trigger and an Architect workflow that calls the data action.

Overview of triggers - Genesys Cloud Resource Center

• v2.detail.events.conversation.{id}.acd.start

• v2.detail.events.conversation.{id}.user.start

Dear all - Is it possible to call data actions after transferring the call to the agent (via Transfer to ACD/user) in digital bot flow? If yes, kindly share some articles to refer or provide your valuable experience on this query.

Regards,

Daniel

Thank you @Jeroen van der Sandt for your inputs. I will try out this option.

Hi Prathap,

you could probably do this using a trigger and an Architect workflow that calls the data action.

Overview of triggers - Genesys Cloud Resource Center

• v2.detail.events.conversation.{id}.acd.start

• v2.detail.events.conversation.{id}.user.start

Dear all - Is it possible to call data actions after transferring the call to the agent (via Transfer to ACD/user) in digital bot flow? If yes, kindly share some articles to refer or provide your valuable experience on this query.

Regards,

Daniel

Another option is to make the Data Action request within the Agent Script.  You can setup an action run on page load, so that when the script loads, the data actions gets called, and any returned data can be displayed to the agent.

Thank you @Jeroen van der Sandt for your inputs. I will try out this option.

Hi Prathap,

you could probably do this using a trigger and an Architect workflow that calls the data action.

Overview of triggers - Genesys Cloud Resource Center

• v2.detail.events.conversation.{id}.acd.start

• v2.detail.events.conversation.{id}.user.start

Dear all - Is it possible to call data actions after transferring the call to the agent (via Transfer to ACD/user) in digital bot flow? If yes, kindly share some articles to refer or provide your valuable experience on this query.

Regards,

Daniel