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?

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. 

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?

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

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. 

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?

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

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. 

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?

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!

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

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. 

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?

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

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. 

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?

Hi Lawrence, 

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

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

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. 

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?

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

Hi Lawrence, 

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

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

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. 

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?

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

Hi Lawrence, 

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

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

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. 

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?

@Lawrence Drayton, I stumbled on this thread and your input on this topic is the best I've seen. I am just now attempting to do this for my organization as well; pulling customer data from our external contacts, that is. Wondering if you might also send me the data actions you've shared with April. It's been a while since you chimed in with her, so I'm hoping you might still be available to assist. Thanks in advance!

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

Hi Lawrence, 

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

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

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. 

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?

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. 

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?

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,

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. 

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?