Genesys Cloud - Main

In a script trying to save to a second variable so when an interaction is transferred it saves the second value for reporting purposes.

Have a drop down list box which populates a text box.

Can see the two participant entries on answering the interaction and selecting from drop down box.

On transfer both become null , tried a few things like creating a action not too repopulate if not null with no luck

Some suggestions would be much appreciated 

Hi Abdul,

I'm not sure I understood correctly: in your case, you set a value for a variable, but it wasn't saved as Participant Data? If so, is the script variable configured with Output enabled?

In a script trying to save to a second variable so when an interaction is transferred it saves the second value for reporting purposes.

Have a drop down list box which populates a text box.

Can see the two participant entries on answering the interaction and selecting from drop down box.

On transfer both become null , tried a few things like creating a action not too repopulate if not null with no luck

Some suggestions would be much appreciated 

Hi Elisson

Both set to output I am expecting the first variable Emailcat not to be  set as participant data because of the transfer.

The second variable Initialcat to keep the value set for example customer complaint select from drop down list box 

Hi Abdul,

I'm not sure I understood correctly: in your case, you set a value for a variable, but it wasn't saved as Participant Data? If so, is the script variable configured with Output enabled?

In a script trying to save to a second variable so when an interaction is transferred it saves the second value for reporting purposes.

Have a drop down list box which populates a text box.

Can see the two participant entries on answering the interaction and selecting from drop down box.

On transfer both become null , tried a few things like creating a action not too repopulate if not null with no luck

Some suggestions would be much appreciated 

In a script trying to save to a second variable so when an interaction is transferred it saves the second value for reporting purposes.

Have a drop down list box which populates a text box.

Can see the two participant entries on answering the interaction and selecting from drop down box.

On transfer both become null , tried a few things like creating a action not too repopulate if not null with no luck

Some suggestions would be much appreciated 

Hi Abdul,

It sounds like the values are currently only being stored in local Script variables/text fields, which is why they become null after the interaction is transferred and the Script context reloads for the next agent.

One approach that may help is storing the selected dropdown value into Participant Data instead of relying only on the Script variable itself.

A common pattern is:

Dropdown selection
→ Data Action/API call
→ Update Participant Data
→ Transfer interaction
→ Read Participant Data back into the Script if needed

The API commonly used for this is:

PATCH /api/v2/conversations/{conversationId}/participants/{participantId}/attributes

Especially if the value is needed later for reporting, Participant Data tends to persist much better across transfers compared to local Script variables.

In a script trying to save to a second variable so when an interaction is transferred it saves the second value for reporting purposes.

Have a drop down list box which populates a text box.

Can see the two participant entries on answering the interaction and selecting from drop down box.

On transfer both become null , tried a few things like creating a action not too repopulate if not null with no luck

Some suggestions would be much appreciated 

That's a good point, @Phaneendra Avatapalli.

I've done it to fix an issue with transfer interactions. In this way, we could identify values on participat data without overriding this. 

This post helps us.

Retrieve Scripts variable as Participant data in a subsequent call flow | Legacy Dev Forum Posts

Hi Abdul,

It sounds like the values are currently only being stored in local Script variables/text fields, which is why they become null after the interaction is transferred and the Script context reloads for the next agent.

One approach that may help is storing the selected dropdown value into Participant Data instead of relying only on the Script variable itself.

A common pattern is:

Dropdown selection
→ Data Action/API call
→ Update Participant Data
→ Transfer interaction
→ Read Participant Data back into the Script if needed

The API commonly used for this is:

PATCH /api/v2/conversations/{conversationId}/participants/{participantId}/attributes

Especially if the value is needed later for reporting, Participant Data tends to persist much better across transfers compared to local Script variables.

In a script trying to save to a second variable so when an interaction is transferred it saves the second value for reporting purposes.

Have a drop down list box which populates a text box.

Can see the two participant entries on answering the interaction and selecting from drop down box.

On transfer both become null , tried a few things like creating a action not too repopulate if not null with no luck

Some suggestions would be much appreciated 

Arthur Pereira Reinoldes Thank you for confirming.

That's a good point, @Phaneendra Avatapalli.

I've done it to fix an issue with transfer interactions. In this way, we could identify values on participat data without overriding this. 

This post helps us.

Retrieve Scripts variable as Participant data in a subsequent call flow | Legacy Dev Forum Posts

Hi Abdul,

It sounds like the values are currently only being stored in local Script variables/text fields, which is why they become null after the interaction is transferred and the Script context reloads for the next agent.

One approach that may help is storing the selected dropdown value into Participant Data instead of relying only on the Script variable itself.

A common pattern is:

Dropdown selection
→ Data Action/API call
→ Update Participant Data
→ Transfer interaction
→ Read Participant Data back into the Script if needed

The API commonly used for this is:

PATCH /api/v2/conversations/{conversationId}/participants/{participantId}/attributes

Especially if the value is needed later for reporting, Participant Data tends to persist much better across transfers compared to local Script variables.

In a script trying to save to a second variable so when an interaction is transferred it saves the second value for reporting purposes.

Have a drop down list box which populates a text box.

Can see the two participant entries on answering the interaction and selecting from drop down box.

On transfer both become null , tried a few things like creating a action not too repopulate if not null with no luck

Some suggestions would be much appreciated 

Thank you for the suggestions have managed to find a solution using data actions in the script when a input box is populated.

Many thanks again 

Arthur Pereira Reinoldes Thank you for confirming.

That's a good point, @Phaneendra Avatapalli.

I've done it to fix an issue with transfer interactions. In this way, we could identify values on participat data without overriding this. 

This post helps us.

Retrieve Scripts variable as Participant data in a subsequent call flow | Legacy Dev Forum Posts

Hi Abdul,

It sounds like the values are currently only being stored in local Script variables/text fields, which is why they become null after the interaction is transferred and the Script context reloads for the next agent.

One approach that may help is storing the selected dropdown value into Participant Data instead of relying only on the Script variable itself.

A common pattern is:

Dropdown selection
→ Data Action/API call
→ Update Participant Data
→ Transfer interaction
→ Read Participant Data back into the Script if needed

The API commonly used for this is:

PATCH /api/v2/conversations/{conversationId}/participants/{participantId}/attributes

Especially if the value is needed later for reporting, Participant Data tends to persist much better across transfers compared to local Script variables.

In a script trying to save to a second variable so when an interaction is transferred it saves the second value for reporting purposes.

Have a drop down list box which populates a text box.

Can see the two participant entries on answering the interaction and selecting from drop down box.

On transfer both become null , tried a few things like creating a action not too repopulate if not null with no luck

Some suggestions would be much appreciated