Genesys Cloud - Main

Hi all,

Wondering if anybody has achieved the following:

1. Inbound call
2. Offer chanel swich to WhatsApp
3. Push record into a digital outbound campaign of type WhatsApp
4. Customer recieves message
5. Customer replies (effectively initiates an inbound message flow)
6. We obtain the metadata from the original call (queue, skill, priorirty.. etc)
7. Use this metadata as part of our subsequent logic.

I'm thinking we have the following options:

• Data action using the phone number to search for the most recent voice call from the customer. Main limitation is this won't work when the ANI is anonymous or they enter a different WhatsApp number to the one they called from.
• Add the data into the canned response (e.g queue name). Main downside of this solution is it'll be quite ugly and has no relevance to the customer.

Any alternative ideas?

Hi,

Just following up on this, figured it out. I can use the following API in order to get metadata from the original call /api/v2/outbound/contactlists/${input.contactListId}/contacts/${input.contactId}