Genesys Cloud - Main

I have Genesys- Whatsapp Integration  +  digital flow

I need to transfer the whatsapp customer interaction to a survey ( flow that I built as digital flow)

how can I achieve this ?, which are the different ways to do this ?

Hi Santiago

I have not tested this myself but perhaps you can try and use the "set-post-flow-action to achieve this - https://help.genesys.cloud/articles/set-post-flow-action/

In your WhatsApp inbound message flow, drop Set Post-Flow before Transfer to ACD (conditionally, if you want opt-in / only certain queues).

Point it at an Inbound Message flow that acts as the survey wrapper. Since your survey is a Digital Bot Flow, the wrapper does: Call Digital Bot Flow → capture slots/outputs → data action to store results → Disconnect.

Pass context (queue, agent name, original conversation ID, language) via Invocation Data, readable as Flow.InvocationData in the survey flow.

Use Clear Post-Flow on paths where the survey shouldn't run (customer declined, transferred externally, abandoned in queue).

Hope this helps.

Regards