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  • 1.  Report Of Interaction Details

    Posted 12-19-2023 09:55
    No replies, thread closed.

    Is there a report we can run that pulls our customer's name and email address. It seems like this is possible since they enter that information in before starting an interaction on web messenger. 


    #Reporting/Analytics

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    Tommy Oudavanh
    ISN Software Corporation
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  • 2.  RE: Report Of Interaction Details

    Posted 12-19-2023 13:55
    Edited by Anton Vroon 12-19-2023 13:55
    No replies, thread closed.

    Hi Tommy

    Is this authenticated web messaging or standard?

    For authenticated, this should be in the claim and accessible in Genesys Architect directly with the variables Message.Message.senderAddressInfo.email and Message.Message.senderAddressInfo.name (see here for what is available: https://help.mypurecloud.com/articles/authenticated-web-messaging-attributes/

    If not, then you could pass that data across from the website, see the database plugin sdk (https://developer.genesys.cloud/commdigital/digital/webmessaging/messengersdk/SDKCommandsEvents/databasePlugin)

    If the customer has provided some sort of information, you could do a contact lookup with the search external contacts action in your flow (https://help.mypurecloud.com/articles/search-external-contacts-action/)

    Edit: Or is this after the fact reporting? For that you could add those details as participant data, and just do the conversation detail api to get that info



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    Anton Vroon
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    Original Message


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