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  • 1.  Open beta opportunity: Conversation Details

    Posted 02-02-2022 20:15
    No replies, thread closed.
    Hi Community,

    I'm happy to announce upcoming feature Conversation Details is now available in beta.  This feature allows administrator to define which participant data key-value pairs should be displayed to agents so they could quickly identify customer's need and context without having to deploy custom script. Conversation Details is available for all media types and will replace web chat's Interaction Details panel.  Please reach out me if interested.  Example screenshot below.


    #Omni-ChannelDesktop/UserInterface
    #Roadmap/NewFeatures

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    Rick Phung
    Genesys - Employees
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  • 2.  RE: Open beta opportunity: Conversation Details

    Posted 02-02-2022 20:20
    No replies, thread closed.
    Could you provide examples of setting these?  I remember you had some screenshots of Architect.

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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 3.  RE: Open beta opportunity: Conversation Details

    Posted 02-04-2022 12:39
    No replies, thread closed.

    Admin decides which participant data key-value pair to display using Set Participant Data via Architect Flow.  Below is example corresponding to above screenshot from Architect.  Participant Data change by other data actions while interaction is displayed to agent is dynamically reflected in real-time.



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    Rick Phung
    Genesys - Employees
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    Original Message


  • 4.  RE: Open beta opportunity: Conversation Details

    Posted 02-04-2022 14:20
    No replies, thread closed.
    Thank you Rick.

    Are there any caveats, permissions, or limits we need to consider?

    ------------------------------
    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


  • 5.  RE: Open beta opportunity: Conversation Details

    Posted 02-07-2022 11:13
    No replies, thread closed.
    Currently participant data is limited to string data type and up to 10 key-value pairs.  User role has at minimum "agentUI:conversationSummary:view" permission.

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    Rick Phung
    Genesys - Employees
    ------------------------------

    Original Message


  • 6.  RE: Open beta opportunity: Conversation Details

    Posted 03-04-2022 06:21
    No replies, thread closed.
    Hi, will this be available for phone interactions as well? thx

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    Lukasz Zwierko
    DAMOVO POLSKA SP Z O O
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  • 7.  RE: Open beta opportunity: Conversation Details

    Posted 03-04-2022 10:19
    No replies, thread closed.
    Hi @Lukasz Zwierko,

    This is available for all interaction types, including phone.​

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    Rick Phung
    Genesys - Employees
    ------------------------------

    Original Message


  • 8.  RE: Open beta opportunity: Conversation Details

    Posted 03-24-2025 01:40
    No replies, thread closed.

    Hey @Ricky Phung - aware this is an old thread but with this coming out shortly based on the road map, I'd like to understand it a bit more. Is there documentation available on the inbuilt variables. I assume this doesn't replace scripts as a whole for web messaging?

    Thanks



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    Joshua Civitareale
    Solution Consultant
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  • 9.  RE: Open beta opportunity: Conversation Details

    Posted 03-25-2025 08:54
    No replies, thread closed.

    Same - we currently use scripts to display participant data collected by the architect flow in web messaging interactions. I'd like to see some documentation on how this would work so I can compare it to our current solution.



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    Kyle Russell
    Senior Manager of Sales Technology
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    Original Message


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