Genesys Cloud - Main

Hello,

I'm working on updating our script used for chat to allow the agents to submit a callback on the customer's behalf to a different queue with priority using a create callback data action. I'm able to create the callback however, I'm running into an issue passing the participant data from the chat conversation through to the callback script. Has anyone been able to make that work?

To summarize, I need to pass custom data from a chat conversation through to the script for a callback created using a data action.
#PlatformAdministration
#Routing(ACD/IVR)
#SystemAdministration
#Unsure/Other

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Mo
Upgrade
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Hi Mo,

You can add participant data to the callback interaction with the data action, but you need an Architect flow to set the screen pop.

It might be easier to create an outbound campaign for the callbacks.
https://github.com/GenesysCloudBlueprints/automated-callback-blueprint




Original Message:
Sent: 05-11-2022 14:57
From: Mo Ford
Subject: Pass Custom Data from Chat to Callback Script

Hello,

I'm working on updating our script used for chat to allow the agents to submit a callback on the customer's behalf to a different queue with priority using a create callback data action. I'm able to create the callback however, I'm running into an issue passing the participant data from the chat conversation through to the callback script. Has anyone been able to make that work?

To summarize, I need to pass custom data from a chat conversation through to the script for a callback created using a data action.
#PlatformAdministration
#Routing(ACD/IVR)
#SystemAdministration
#Unsure/Other

------------------------------
Mo
Upgrade
------------------------------