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  • 1.  Modify a contact list phone number through script

    Posted 13 hours ago

    Hi Community, I am trying to do the following:

    a) An agent receives a record from a campaign running in preview mode

    b) Agent checks the client's contact numbers in an external CRM (not possible to integrate with Gen Cloud)

    c) Agent updates the contact numbers currently in the list with the found in the CRM through script

    After executing Update Contact Data, the phone was modified at the contact lits, but at the dropdown list still is the previous value

    How can the agent use the updated contacts numbers in c) without refreshing the Gen Cloud page? If the page is not refreshed, the agent still see the original contact numbers received from the campaign

    Thanks!


    #Scripts

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    Fabian Teves
    Ingeneria de Comunicaciones
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  • 2.  RE: Modify a contact list phone number through script

    Posted 12 hours ago
    This happens because, in preview mode, the contact record is loaded into the UI when the agent receives the record. When you use Update Contact Data, the value is updated in the Contact List, but it doesn't update the contact object that's already loaded in the agent's script/UI. In other words: the change is persistent in the list database, but the agent's current session continues to use the original snapshot.
    In practice, there is currently no native mechanism in Genesys Cloud to dynamically update the preview number dropdown menu without reloading the contact.

    This is a known limitation with how Genesys Cloud handles contact data in preview campaigns

    As far as I know, unfortunately, there is no built-in script action to force a refresh of the contact data dropdown without refreshing the entire page.

    Your options are:

    1. Page Refresh (your current workaround) - This is currently the most reliable way to see updated phone numbers
    2. End the Preview interaction - Having the agent select "End Preview" and then receive the same contact again in a new interaction would reload the contact data with updated values
    3. Contact Genesys Support - This appears to be a product limitation, and you may want to create a support case to confirm if there are any undocumented workarounds or to request this as a feature enhancement


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    Kaio Oliveira
    GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

    PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.
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    Original Message


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