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Passing External Contact Data to Web Messenger

  • 1.  Passing External Contact Data to Web Messenger

    Posted 10-09-2023 16:51

    We configured the inbound Digital Bot flow to call the Genesys Data Action and retrieve External Contact information if the customer enters their phone number in the web messenger.  When the customer requests to speak to an agent, the bot flow exits to our inbound message flow and targets the queue.  Unfortunately, none of the customer data is passing and the customer contact information doesn't appear in the agent message window.  Just displays "No Name"  Any thoughts on how to resolve?

    Unable to pass external contact information in Web Messenger.


    #ConversationalAI(Bots,AgentAssist,etc.)

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    Steven Strom
    Financial Industry Regulatory Authority, Inc.
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  • 2.  RE: Passing External Contact Data to Web Messenger

    Posted 10-09-2023 22:03

    Hey Steven, 

    What you need to do here is once you get the details, complete a search and get the external contact ID - then use this in another data action to then link it to the contact. It's a few steps, and there are some edge cases like if you have a customer that has the same number/email it will return multiple results and you'll need to decide which one to use etc. All of which you can create decisions for. 

    As an example - here is part of what we do. 

    1. Get phone number from bot flow
    2. Run search on external contacts using the phone number as the search term
    3. If results of that = 1 then move to step 4 - If results >1 we exit flow (To have agent double check and confirm which contact to link to)
    4. Get communicationID of the message type media type
    5. Run contact association with message and external contact. 

    For the search we use /api/v2/externalcontacts/contacts?q=${input.searchTerm} This will return all the details for matched. We take the first result in these and take a bunch of details out from the API response to move on. One of these is the externalContactId

    For communicationID we use the interactionID /api/v2/conversations/${input.conversationId} and take the first participants message ID 

    For the contact association we use /api/v2/externalcontacts/conversations/${input.conversationId} and in the body use the externalContactId, interactionID, communicationID and the mediaType. 

    Happy to assist further - I've attached a simple flow of this for one of my centres. 



    ------------------------------
    Lawrence Drayton
    Prvidr Pty Ltd
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  • 3.  RE: Passing External Contact Data to Web Messenger

    Posted 10-10-2023 08:40

    Lawrence, this is great work and thank you very much for your detailed response !  We will work on this today.  Very helpful. 



    ---------------------------------
    Steven Strom
    Financial Industry Regulatory Authority, Inc.
    ---------------------------------





  • 4.  RE: Passing External Contact Data to Web Messenger

    Posted 10-10-2023 18:53

    My pleasure mate :) 

    If you need, I can export the data actions and send to you to assist etc. Let me know how you go :) 



    ------------------------------
    Lawrence Drayton
    Prvidr Pty Ltd
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  • 5.  RE: Passing External Contact Data to Web Messenger

    Posted 11-16-2023 13:26

    Lawrence, can you explain how you set up the "AskforSlot" for the email address action? I'm not following how to create the slot/slot types to collect and store the email value. Thanks!



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    Marc Lozano
    InflowCX
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  • 6.  RE: Passing External Contact Data to Web Messenger

    Posted 11-19-2023 19:49

    Hey Marc, 

    No drama - 

    1. Set up a "Slot Type"
      1. Set it as a regular expression 
      2. Use the following regex "^[A-Za-z0-9._%-]+@[A-Za-z0-9.-]+.[A-Za-z]{2,4}$"
    2. Set up "Slot"
      1. Set the Slot Type as your previously created email slot type
    3. In your flow add a "Ask For Slot" block
      1. In "Slot Result" enter your slot name from step 2

    If you need any other help let me know, happy to jump on a call. 

    :)



    ------------------------------
    Lawrence Drayton
    Prvidr Pty Ltd
    ------------------------------



  • 7.  RE: Passing External Contact Data to Web Messenger

    Posted 05-06-2024 14:17

    Hi Lawrence, 

    Do you mind sending me the data actions? I am trying to set this up as well and really struggling. 



    ------------------------------
    April Uran
    Utilities Protection Center
    ------------------------------



  • 8.  RE: Passing External Contact Data to Web Messenger

    Posted 05-06-2024 15:39

    @Lawrence Drayton I am tagging you since it didn't work in my message above. 



    ------------------------------
    April Uran
    Utilities Protection Center
    ------------------------------



  • 9.  RE: Passing External Contact Data to Web Messenger

    Posted 07-03-2024 06:58

    @April Uran - Apologies! I have been offline a little as it's our busy period! I can help for sure. Just wanted to check, that you're using the external contacts feature in Genesys - This is how we pull and display the name on the chat widget for the agent. 



    ------------------------------
    Lawrence Drayton
    Prvidr Pty Ltd
    ------------------------------



  • 10.  RE: Passing External Contact Data to Web Messenger

    Posted 09-27-2024 16:20

    Hi Lawrence,

    Thanks for this post it's been very helpful. Unfortunately, I'm still running into an issue with getting the "No Name" when a message is being answered. 

    Using the Data Actions in the Inbound Message flow I could see were the data was being passed along in the execution history but was still getting the "No Name" result.  I noticed in the External Contact field that was being returned it was coming through as an Array of the External Contact information instead of an UUID.

    So I moved the Data Actions into the Bot Flow and do a Transfer to ACD right after the Bot Flow looking at the execution history I can still see that when it steps "passed" the bot flow all the correct data is being returned(including the External Contact as a UUID) but still getting "No Name" when the interaction is answered.

    I thought maybe the Associate External Contact Data Action may need to be ran again post bot flow and still getting "No Name" when it comes through.

    Throughout all three scenarios, the flows are taking the path of success  when stepping through the execution history steps. So I'm at a bit of a loss at what the missing piece may be. Data Actions test out.  Data is there but for some reason the External Contact isn't getting pass the transfer to ACD.

    Message Flow

    Bot Flow

    Any insights or suggestions you can think of would be greatly appreciated.

    Thank you,



    ------------------------------
    Tim Dowdy
    Generac Power Systems, Inc.
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  • 11.  RE: Passing External Contact Data to Web Messenger

    Posted 09-27-2024 20:23

    Hey @Tim Dowdy,

    The only thing I can think of that is different is for mediaType I just pass a literal value of MESSAGE - see pic. I would be happy to jump on a call at some point to take a deeper look, as it does appear to be fine. I have also exported my data action that does this so you can take a look there also. 



    ------------------------------
    Lawrence Drayton
    Prvidr Pty Ltd
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