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Hi, Everyone!

I'm currently facing a seemingly (at least from my analysis) impossible task: Setting a flow outcome from inside a Workflow.

Inside the workflow, there's an API call used to start a WhatsApp interaction if the call is abandoned.

From my understanding, it's impossible because this workflow is activated only when there's an acd end from the customer, therefore the interaction, being already disconnected, won't be able to record a flow outcome.

Am I right or has anyone implemented a different idea?

Thanks! 

Hi, @Daniel Souza

From my understanding, you are right.

I don't think it is possible to set a Flow Outcome from inside a Workflow in this scenario. The Set Flow Outcome action is available for call, chat, email, and messaging flows, but I don't see Workflow listed as a supported flow type for that action.

Also, in your case, the workflow is triggered after the ACD/customer end event, so the original voice interaction is already disconnected. At that point, there is no active flow path where the interaction can reach a Set Flow Outcome action.

If you need to track this abandoned call + WhatsApp follow-up scenario, I would probably use another reporting approach, such as setting participant data before the call ends, writing the result to an external system, or storing the workflow result somewhere else for reporting.

I would also recommend opening a Product Idea for this, because it would be useful to have a supported way to set or update flow outcomes from workflows/triggers.

Ideas Portal:
https://genesyscloud.ideas.aha.io/

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Arthur Pereira Reinoldes
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