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Hello Rizvi Zeeshan Haider,

Based on my understanding, this behavior seems to be related to the script variable configuration.

If the field is linked directly to Participant Data / Output, Genesys can update it while the agent is typing.

A possible approach is to use a temporary script variable with Output = No, as shown in the screenshot. Then, update the final Participant Data or trigger the Data Action only when the Submit button is clicked.

Hope this helps.

Hello Rizvi Zeeshan Haider,

Based on my understanding, this behavior seems to be related to the script variable configuration.

If the field is linked directly to Participant Data / Output, Genesys can update it while the agent is typing.

A possible approach is to use a temporary script variable with Output = No, as shown in the screenshot. Then, update the final Participant Data or trigger the Data Action only when the Submit button is clicked.

Hope this helps.

@Luiz Rosa - Thanks for your prompt response !

Let me explain my setup bit more.

To capture agent input, we've created basic script variables by enabling both input and output. 

As soon as the value is passed from the correspondence page, the participant data gets updated immediately. without clicking the Submit button. While we understand that participant data updates are not inherently tied to the Submit action.

As part of our troubleshooting, we modified the script variable to be input-only and observed that the participant data no longer updates under the interaction.

Could you please explain your idea bit more to understand it batter.

Thanks in advance for your guidance.

Hello Rizvi Zeeshan Haider,

Based on my understanding, this behavior seems to be related to the script variable configuration.

If the field is linked directly to Participant Data / Output, Genesys can update it while the agent is typing.

A possible approach is to use a temporary script variable with Output = No, as shown in the screenshot. Then, update the final Participant Data or trigger the Data Action only when the Submit button is clicked.

Hope this helps.

Hi Rizvi Zeeshan Haider,

Thanks for the additional details.

In your scenario, if the value is only needed to call the Data Action/API, I believe you do not need to enable Output or save it as Participant Data.

You can use a regular script variable to capture what the agent enters, keep Output = No, and pass this variable directly to the Data Action when the agent clicks Submit.

Input only needs to be enabled if the script needs to receive an initial value from the flow.

If you need to save the value as Participant Data, but only after the agent clicks Submit, then I would avoid linking the input field directly to an Output variable.

A safer approach would be to use an auxiliary script variable for the field, with Output = No, and then, on the Submit button, copy that value to the final variable or update Participant Data only at that moment.

So the idea is:

The agent fills out the form using regular or auxiliary script variables.

Participant Data is not updated while the agent is typing.

When the agent clicks Submit, the script sends the values to the Data Action or updates Participant Data.

This way, the data is only sent or saved when the agent actually submits the form.

Hope this helps.

@Luiz Rosa - Thanks for your prompt response !

Let me explain my setup bit more.

To capture agent input, we've created basic script variables by enabling both input and output. 

As soon as the value is passed from the correspondence page, the participant data gets updated immediately. without clicking the Submit button. While we understand that participant data updates are not inherently tied to the Submit action.

As part of our troubleshooting, we modified the script variable to be input-only and observed that the participant data no longer updates under the interaction.

Could you please explain your idea bit more to understand it batter.

Thanks in advance for your guidance.

Hello Rizvi Zeeshan Haider,

Based on my understanding, this behavior seems to be related to the script variable configuration.

If the field is linked directly to Participant Data / Output, Genesys can update it while the agent is typing.

A possible approach is to use a temporary script variable with Output = No, as shown in the screenshot. Then, update the final Participant Data or trigger the Data Action only when the Submit button is clicked.

Hope this helps.