On that maybe someone else has some ideas.
But it depends on what you can do in your external app, when you call the API can you also update a UI element, or a variable there to make that visible?
When you do a secure flow from within the Agent script you get a banner, but seems like you don't when done via the API.
Some ideas, but just brain dumping here as I haven't had to solve for this myself:
You can of course use APIs to update participant data, the question then is how do you get the Agent Script to view that.
You could use the refresh Input Variables action every x seconds until you get a result, maybe only when some other button is pressed or agent script page is loaded.
Or build an interaction widget that is listening for an event from your external app, that then displays something on the interaction widget for the Agent? Which is beyond my skill set so no idea how feasible this is, just an idea.
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Anton Vroon
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Original Message:
Sent: 10-10-2024 16:21
From: Rence Grandia
Subject: Is there a way to trigger Secure Flow outside Genesys?
Hi Anton,
Thank you. I tested it and confirmed that this works.
However, there is no visual indicator to the Agent that the secure flow is in-progress, and they won't know if the caller is back unless the caller says something.
Do you know of a way to show the secure flow is in progress to agent in script or in the external app where it was triggered?
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Rence
Tykans Group Inc
Original Message:
Sent: 10-09-2024 22:58
From: Anton Vroon
Subject: Is there a way to trigger Secure Flow outside Genesys?
I have not done this, so this might not work at all.
However thinking it through and looking at the APIs, potentially you could do OAuth as implicit grant so the Agent is the is the authorized party for the api call.
Then using the below API call to invoke a secure IVR with that authorization token.
The userData field will be the data available in the flow through the Flow.InvocationData system variable, which you might then have to split out to your actual variables (which is normal for how it used from agent scripts too) 
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Anton Vroon
Original Message:
Sent: 10-09-2024 18:01
From: Rence Grandia
Subject: Is there a way to trigger Secure Flow outside Genesys?
We would like to know if it is possible to initiate a secure flow externally. Below is the scenario
- Customer calls agent and is active on a call in Genesys.
- Agent goes a third party app to prepare for the payment. Once it is ready, agent clicks a button to initiate Secure Flow.
- That button should trigger the active call in Genesys Cloud between Customer and Agent to route the caller to Secure Flow, along with the information passed from third party system.
#ArchitectureandDesign
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Rence
Tykans Group Inc
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