Genesys Cloud - Main

As there is no 'pre-registration' form inside web messaging vs web chat.  The next best thing would be an intent asking for 3 slots, first name, last name and email.  
Is there some way to parse those details collected in a botflow to the queue?
The end goal of course being so the customer in the webmessaging interaction ie Jane Doe, customer@company.com will automatically be linked to an external contact so the agent can check customer history accross channels.
#ArchitectureandDesign
#Connect with a Customer (NEW)
#DigitalChannels

------------------------------
Daniel Buxton
Acquire BPO
------------------------------

Daniel,

If you have some mechanism to collect first name, last name, and email then you can use the "Search External Contact" block to see if an external contact exists for that web visitor.  If one or more external contacts are found then you'll have to figure out which one to select and use that External Contact ID.  If one does not exist then you'd have to use a Genesys Cloud Data Action (https://help.mypurecloud.com/articles/about-genesys-cloud-data-actions-integration/) to call POST /api/v2/externalcontacts/contacts to create an external contact and get the returned Eternal Contact ID.

Once you have an External Contact ID that matches your web visitor then you'll need to use another Genesys Cloud Data Action to call PUT /api/v2/externalcontacts/conversations/{conversationId} to link that external contact to the messaging conversation.  There should be a variable available called messaging.conversationId (or something like that) to identify the conversation and you'll have the external contact id from above.

I hope that helps.

------------------------------
Jim Crespino
Senior Director, Developer Evangelism
Genesys
https://developer.genesys.com
------------------------------

Original Message:
Sent: 10-11-2021 01:23
From: Daniel Buxton
Subject: Parse customer details to WebMessaging

As there is no 'pre-registration' form inside web messaging vs web chat.  The next best thing would be an intent asking for 3 slots, first name, last name and email.
Is there some way to parse those details collected in a botflow to the queue?
The end goal of course being so the customer in the webmessaging interaction ie Jane Doe, customer@company.com will automatically be linked to an external contact so the agent can check customer history accross channels.
#ArchitectureandDesign
#Connect with a Customer (NEW)
#DigitalChannels

------------------------------
Daniel Buxton
Acquire BPO
------------------------------

Hey David, 

This is a fantastic reponse thankyou.  I will be trying this ASAP
A similar question, do you know if this method can be used to auto create an email contact, we already have the email address.  Would like to auto create contacts first name and last name from the email display name

------------------------------
Daniel Buxton
Acquire BPO
------------------------------

Original Message:
Sent: 10-12-2021 15:46
From: Jim Crespino
Subject: Parse customer details to WebMessaging

Daniel,

If you have some mechanism to collect first name, last name, and email then you can use the "Search External Contact" block to see if an external contact exists for that web visitor.  If one or more external contacts are found then you'll have to figure out which one to select and use that External Contact ID.  If one does not exist then you'd have to use a Genesys Cloud Data Action (https://help.mypurecloud.com/articles/about-genesys-cloud-data-actions-integration/) to call POST /api/v2/externalcontacts/contacts to create an external contact and get the returned Eternal Contact ID.

Once you have an External Contact ID that matches your web visitor then you'll need to use another Genesys Cloud Data Action to call PUT /api/v2/externalcontacts/conversations/{conversationId} to link that external contact to the messaging conversation.  There should be a variable available called messaging.conversationId (or something like that) to identify the conversation and you'll have the external contact id from above.

I hope that helps.

------------------------------
Jim Crespino
Senior Director, Developer Evangelism
Genesys
https://developer.genesys.com

Original Message:
Sent: 10-11-2021 01:23
From: Daniel Buxton
Subject: Parse customer details to WebMessaging

As there is no 'pre-registration' form inside web messaging vs web chat.  The next best thing would be an intent asking for 3 slots, first name, last name and email.
Is there some way to parse those details collected in a botflow to the queue?
The end goal of course being so the customer in the webmessaging interaction ie Jane Doe, customer@company.com will automatically be linked to an external contact so the agent can check customer history accross channels.
#ArchitectureandDesign
#Connect with a Customer (NEW)
#DigitalChannels

------------------------------
Daniel Buxton
Acquire BPO
------------------------------

If you search for an external contact and one doesn't exist, then in that path of the flow you can call another Genesys Cloud Data Action to create an External Contact by calling this API: https://developer.genesys.cloud/api/rest/v2/externalcontacts/#post-api-v2-externalcontacts-contacts.  The return from that API will give you the external contact id of the newly created external contact and then you can use the same procedure to link the contact to the conversation.

------------------------------
Jim Crespino
Senior Director, Developer Evangelism
Genesys
https://developer.genesys.com
------------------------------

Original Message:
Sent: 10-20-2021 07:14
From: Daniel Buxton
Subject: Parse customer details to WebMessaging

Hey David,

This is a fantastic reponse thankyou.  I will be trying this ASAP
A similar question, do you know if this method can be used to auto create an email contact, we already have the email address.  Would like to auto create contacts first name and last name from the email display name

------------------------------
Daniel Buxton
Acquire BPO

Original Message:
Sent: 10-12-2021 15:46
From: Jim Crespino
Subject: Parse customer details to WebMessaging

Daniel,

If you have some mechanism to collect first name, last name, and email then you can use the "Search External Contact" block to see if an external contact exists for that web visitor.  If one or more external contacts are found then you'll have to figure out which one to select and use that External Contact ID.  If one does not exist then you'd have to use a Genesys Cloud Data Action (https://help.mypurecloud.com/articles/about-genesys-cloud-data-actions-integration/) to call POST /api/v2/externalcontacts/contacts to create an external contact and get the returned Eternal Contact ID.

Once you have an External Contact ID that matches your web visitor then you'll need to use another Genesys Cloud Data Action to call PUT /api/v2/externalcontacts/conversations/{conversationId} to link that external contact to the messaging conversation.  There should be a variable available called messaging.conversationId (or something like that) to identify the conversation and you'll have the external contact id from above.

I hope that helps.

------------------------------
Jim Crespino
Senior Director, Developer Evangelism
Genesys
https://developer.genesys.com

Original Message:
Sent: 10-11-2021 01:23
From: Daniel Buxton
Subject: Parse customer details to WebMessaging

As there is no 'pre-registration' form inside web messaging vs web chat.  The next best thing would be an intent asking for 3 slots, first name, last name and email.
Is there some way to parse those details collected in a botflow to the queue?
The end goal of course being so the customer in the webmessaging interaction ie Jane Doe, customer@company.com will automatically be linked to an external contact so the agent can check customer history accross channels.
#ArchitectureandDesign
#Connect with a Customer (NEW)
#DigitalChannels

------------------------------
Daniel Buxton
Acquire BPO
------------------------------