Genesys Cloud - Main

Hi ,

Can anyone assist me in, I see that participant data not getting updated with the previous information when forwarded to a new flow

Appreciate support !

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Anand I
Tecnomic
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Hi Anand, 

Your thread will be better responded to in the Cloud - Main community, so I moved it over there. I hope you'll get an answer soon. Thanks for joining the Welcome Community - make sure you join the Cloud-Main as well, I think it could really benefit you!

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Nicole Milliken
Genesys - Employees
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Hi Anand,

In the second flow, Are you using Get Participant Data and Next, Set participant Data?

If Get is OK and the same format name you are applying SET. I See a case support only.

Att,

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Breno Canyggia Ferreira Marreco
https://www.linkedin.com/in/brenocfm-40b62182/
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Hi @Anand Indupally, and welcome.

To get participant data to pass across. First make sure you are Setting the Participant Data AFTER the variable is created and updated. If you only set it at the start, but then the variable updates later in the flow, that isn't carried over automatically. 

Eg

 

Then in your receiving flow make sure the Get Participant Data key matches exactly what the previous flow was.

When testing can be good to use a play audio to make sure the value was read successfully.

You can also check the conversation detail in the interaction UI or through the API to confirm the data was written to the participant correctly.

If you instead mean after the call is answered, ie agent then updates variables and that isn't being updated in the participant data when transferring to a flow, let us know, that is again doable but requires a few extra steps. 

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Anton Vroon
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Thanks Anton ! It works 

best

Anand

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Anand Indupally
Tecnomic Systems Pte ltd
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Original Message:
Sent: 02-27-2024 17:42
From: Anton Vroon
Subject: Participant data not updating when transferring to a new flow

Hi @Anand Indupally, and welcome.

To get participant data to pass across. First make sure you are Setting the Participant Data AFTER the variable is created and updated. If you only set it at the start, but then the variable updates later in the flow, that isn't carried over automatically. 

Eg

 

Then in your receiving flow make sure the Get Participant Data key matches exactly what the previous flow was.

When testing can be good to use a play audio to make sure the value was read successfully.

You can also check the conversation detail in the interaction UI or through the API to confirm the data was written to the participant correctly.

If you instead mean after the call is answered, ie agent then updates variables and that isn't being updated in the participant data when transferring to a flow, let us know, that is again doable but requires a few extra steps. 

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Anton Vroon
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