Genesys Cloud - Main

Hello,

I have searched posts, TAM videos, discussions, documentation and cannot seem to find any reference to this specific challenge I have in Genesys Cloud CX Architect.

We have an inbound messaging flow that works correctly, which we can obtain the message ID with inherent Architect functions. This inbound messaging flow might be considered "Flow 1".

We have a workflow that has a basic function to send an outbound email. The Trigger is set to invoke workflow on ACW state from an interaction message in above Architect message flow and works correctly, triggers as desired and sends email. This workflow might be considered "Flow 2".

However, we would like to 'tie' Flow 1(the inbound message flow) to the triggered workflow (Flow 2) by sending (or obtaining) the message ID from Flow 1 and utilizing in Data Actions to obtain interaction data from Flow 1 in Flow 2. We have the data actions ready and tested using message ID in sample data.

Our challenge is passing message ID (or any data really) from Flow 1 to Flow 2. We have tried the 'Get Conversation Data" architect element in the Workflow but it needs the conversation ID (message ID?) to work? That appears to be a catch-22 as we do not have that (yet) or maybe we are using that element incorrectly or possibly the 'Set Conversation Data' element is necessary from the Data Toolbox in workflow building.

Is there any example of passing data from an inbound flow to a triggered workflow? We seem to be stuck without some interaction 'key' to work with in the triggered workflow? If we had message ID (conversation ID?) we can, of course, invoke APIs to get just about anything from original inbound message, but that is the key piece we cannot seem to obtain in the workflow triggered from original inbound flow.

Any suggestion of developer examples, documentation, blueprints would be most welcome. Really any ideas on how to pass data from Inbound Flow 1 to Workflow 2 would be welcome, it does not have to be message ID or conversation ID, just the general idea of passing data from inbound message flow to triggered workflow?

Inbound Message Flow (has unique message ID) ->
Trigger on queue ID and (ACW > 5 secs) ->
Workflow Triggered "is working" ->
Obtain that same unique message ID for API/Data Action Use in Triggered Workflow.

Thanks for any insight, pointers or assistance.

#API/Integrations
#DigitalChannels
#Routing(ACD/IVR)

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Greg Magsamen
Network Engineer / Systems Manager
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Hi Greg,

The ACW trigger contains conversationId variable which you can retrieve in workflow. Lets say your trigger Data Format is set to TopLevelPrimitives then you just need to create a variable conversationId with Input to Flow option enable in your workflow. This will make the conversation id available in your workflow whenever trigger invokes the workflow. You can use the conversation Id to execute data actions to retrieve the required data. 

------------------------------
Cheers
Zubair
------------------------------

Thank you for providing that missing, and very helpful, piece of information. We were stuck on the "Get Conversation Data" element, and did not make the connection between the Trigger {id} in event topics and making a variable in the workflow to receive that value. The "Input to Flow option" connected that all together.

Now we can use this key for our APIs and fill out our email body, the main goal. Thank you for the fast and very helpful response.

------------------------------
Greg Magsamen
Network Engineer / Systems Manager
------------------------------

Original Message:
Sent: 01-19-2025 18:37
From: Muhammad Zubair Awan
Subject: Pass Persistent Data from Inbound Message Flow to Triggered Workflow?

Hi Greg,

The ACW trigger contains conversationId variable which you can retrieve in workflow. Lets say your trigger Data Format is set to TopLevelPrimitives then you just need to create a variable conversationId with Input to Flow option enable in your workflow. This will make the conversation id available in your workflow whenever trigger invokes the workflow. You can use the conversation Id to execute data actions to retrieve the required data. 

------------------------------
Cheers
Zubair
------------------------------

You are welcome!

------------------------------
Cheers
Zubair
------------------------------

Original Message:
Sent: 01-19-2025 20:11
From: Greg Magsamen
Subject: Pass Persistent Data from Inbound Message Flow to Triggered Workflow?

Thank you for providing that missing, and very helpful, piece of information. We were stuck on the "Get Conversation Data" element, and did not make the connection between the Trigger {id} in event topics and making a variable in the workflow to receive that value. The "Input to Flow option" connected that all together.

Now we can use this key for our APIs and fill out our email body, the main goal. Thank you for the fast and very helpful response.

------------------------------
Greg Magsamen
Network Engineer / Systems Manager
------------------------------


Original Message:
Sent: 01-19-2025 18:37
From: Muhammad Zubair Awan
Subject: Pass Persistent Data from Inbound Message Flow to Triggered Workflow?

Hi Greg,

The ACW trigger contains conversationId variable which you can retrieve in workflow. Lets say your trigger Data Format is set to TopLevelPrimitives then you just need to create a variable conversationId with Input to Flow option enable in your workflow. This will make the conversation id available in your workflow whenever trigger invokes the workflow. You can use the conversation Id to execute data actions to retrieve the required data. 

------------------------------
Cheers
Zubair