Has anyone successfully set up a Set Screen Pop in a Digital Bot?

I'm currently working on a callback bot where the customer is prompted to provide:

• Email address
• Customer ID number
• Reason for call

I'm using slots to collect this information from the bot. However, I'm facing challenges in passing this data through to the script.

What I've Tried:

1. In the Bot:

   • Used "Update Data" followed by "Set Screen Pop" within the bot flow.
   • Unfortunately, the information isn't being passed through-it shows as empty.

2. In the Inbound Message Flow:

   • Tried placing a "Set Screen Pop" after invoking the bot, followed by a "Set External Tag."
   • Still, the data doesn't reach the script.

Issue:

The script receives empty values, and I can't figure out what's missing or misconfigured.

Request:

Has anyone encountered this issue or have insights on how to successfully pass slot data from the bot to the script using Set Screen Pop? Any advice or examples would be greatly appreciated!

Thanks in advance for your help!

#Digitalchannels #DigitalBots

#DigitalChannels

------------------------------
Phaneendra Avatapalli
Client Support, Desktop Support
------------------------------

You can now use Set Particiapnt Data in bot flows. You can set the slot as a value of the particiapant data and use a variable in the script with the same name (As an input variable). This is working for us using Digital Bot Flows and Dialog Engine Bot Flows.

------------------------------
Savino Ricci
Technical Consultant

Original Message:
Sent: 11-22-2024 01:39
From: Phaneendra Avatapalli
Subject: Set Screen pop Digital bot

Has anyone successfully set up a Set Screen Pop in a Digital Bot?

I'm currently working on a callback bot where the customer is prompted to provide:

• Email address
• Customer ID number
• Reason for call

I'm using slots to collect this information from the bot. However, I'm facing challenges in passing this data through to the script.

What I've Tried:

1. In the Bot:

   • Used "Update Data" followed by "Set Screen Pop" within the bot flow.
   • Unfortunately, the information isn't being passed through-it shows as empty.

2. In the Inbound Message Flow:

   • Tried placing a "Set Screen Pop" after invoking the bot, followed by a "Set External Tag."
   • Still, the data doesn't reach the script.

Issue:

The script receives empty values, and I can't figure out what's missing or misconfigured.

Request:

Has anyone encountered this issue or have insights on how to successfully pass slot data from the bot to the script using Set Screen Pop? Any advice or examples would be greatly appreciated!

Thanks in advance for your help!

#Digitalchannels #DigitalBots

#DigitalChannels

------------------------------
Phaneendra Avatapalli
Client Support, Desktop Support
------------------------------

Thank you Savino I have tried looking for participant date couldn't find it do you do this in the actual bot or the corresponding the bot message flow if you screenshots please let me know will be helpful. 

You can now use Set Particiapnt Data in bot flows. You can set the slot as a value of the particiapant data and use a variable in the script with the same name (As an input variable). This is working for us using Digital Bot Flows and Dialog Engine Bot Flows.

------------------------------
Savino Ricci
Technical Consultant

Original Message:
Sent: 11-22-2024 01:39
From: Phaneendra Avatapalli
Subject: Set Screen pop Digital bot

Has anyone successfully set up a Set Screen Pop in a Digital Bot?

I'm currently working on a callback bot where the customer is prompted to provide:

• Email address
• Customer ID number
• Reason for call

I'm using slots to collect this information from the bot. However, I'm facing challenges in passing this data through to the script.

What I've Tried:

1. In the Bot:

   • Used "Update Data" followed by "Set Screen Pop" within the bot flow.
   • Unfortunately, the information isn't being passed through-it shows as empty.

2. In the Inbound Message Flow:

   • Tried placing a "Set Screen Pop" after invoking the bot, followed by a "Set External Tag."
   • Still, the data doesn't reach the script.

Issue:

The script receives empty values, and I can't figure out what's missing or misconfigured.

Request:

Has anyone encountered this issue or have insights on how to successfully pass slot data from the bot to the script using Set Screen Pop? Any advice or examples would be greatly appreciated!

Thanks in advance for your help!

#Digitalchannels #DigitalBots

#DigitalChannels

------------------------------
Phaneendra Avatapalli
Client Support, Desktop Support
------------------------------

Have you enabled Input on the variable in the script?

Thank you Savino I have tried looking for participant date couldn't find it do you do this in the actual bot or the corresponding the bot message flow if you screenshots please let me know will be helpful. 

You can now use Set Particiapnt Data in bot flows. You can set the slot as a value of the particiapant data and use a variable in the script with the same name (As an input variable). This is working for us using Digital Bot Flows and Dialog Engine Bot Flows.

------------------------------
Savino Ricci
Technical Consultant

Original Message:
Sent: 11-22-2024 01:39
From: Phaneendra Avatapalli
Subject: Set Screen pop Digital bot

Has anyone successfully set up a Set Screen Pop in a Digital Bot?

I'm currently working on a callback bot where the customer is prompted to provide:

• Email address
• Customer ID number
• Reason for call

I'm using slots to collect this information from the bot. However, I'm facing challenges in passing this data through to the script.

What I've Tried:

1. In the Bot:

   • Used "Update Data" followed by "Set Screen Pop" within the bot flow.
   • Unfortunately, the information isn't being passed through-it shows as empty.

2. In the Inbound Message Flow:

   • Tried placing a "Set Screen Pop" after invoking the bot, followed by a "Set External Tag."
   • Still, the data doesn't reach the script.

Issue:

The script receives empty values, and I can't figure out what's missing or misconfigured.

Request:

Has anyone encountered this issue or have insights on how to successfully pass slot data from the bot to the script using Set Screen Pop? Any advice or examples would be greatly appreciated!

Thanks in advance for your help!

#Digitalchannels #DigitalBots

#DigitalChannels

------------------------------
Phaneendra Avatapalli
Client Support, Desktop Support
------------------------------

You can now use Set Particiapnt Data in bot flows. You can set the slot as a value of the particiapant data and use a variable in the script with the same name (As an input variable). This is working for us using Digital Bot Flows and Dialog Engine Bot Flows.

------------------------------
Savino Ricci
Technical Consultant

Original Message:
Sent: 11-22-2024 01:39
From: Phaneendra Avatapalli
Subject: Set Screen pop Digital bot

Has anyone successfully set up a Set Screen Pop in a Digital Bot?

I'm currently working on a callback bot where the customer is prompted to provide:

• Email address
• Customer ID number
• Reason for call

I'm using slots to collect this information from the bot. However, I'm facing challenges in passing this data through to the script.

What I've Tried:

1. In the Bot:

   • Used "Update Data" followed by "Set Screen Pop" within the bot flow.
   • Unfortunately, the information isn't being passed through-it shows as empty.

2. In the Inbound Message Flow:

   • Tried placing a "Set Screen Pop" after invoking the bot, followed by a "Set External Tag."
   • Still, the data doesn't reach the script.

Issue:

The script receives empty values, and I can't figure out what's missing or misconfigured.

Request:

Has anyone encountered this issue or have insights on how to successfully pass slot data from the bot to the script using Set Screen Pop? Any advice or examples would be greatly appreciated!

Thanks in advance for your help!

#Digitalchannels #DigitalBots

#DigitalChannels

------------------------------
Phaneendra Avatapalli
Client Support, Desktop Support
------------------------------

Hi Savino, 

I found the option for set participant data but still comes up empty below are the variable I have and the flow.Please advise.

I tried both as expression and also Literal

You can now use Set Particiapnt Data in bot flows. You can set the slot as a value of the particiapant data and use a variable in the script with the same name (As an input variable). This is working for us using Digital Bot Flows and Dialog Engine Bot Flows.

------------------------------
Savino Ricci
Technical Consultant

Original Message:
Sent: 11-22-2024 01:39
From: Phaneendra Avatapalli
Subject: Set Screen pop Digital bot

Has anyone successfully set up a Set Screen Pop in a Digital Bot?

I'm currently working on a callback bot where the customer is prompted to provide:

• Email address
• Customer ID number
• Reason for call

I'm using slots to collect this information from the bot. However, I'm facing challenges in passing this data through to the script.

What I've Tried:

1. In the Bot:

   • Used "Update Data" followed by "Set Screen Pop" within the bot flow.
   • Unfortunately, the information isn't being passed through-it shows as empty.

2. In the Inbound Message Flow:

   • Tried placing a "Set Screen Pop" after invoking the bot, followed by a "Set External Tag."
   • Still, the data doesn't reach the script.

Issue:

The script receives empty values, and I can't figure out what's missing or misconfigured.

Request:

Has anyone encountered this issue or have insights on how to successfully pass slot data from the bot to the script using Set Screen Pop? Any advice or examples would be greatly appreciated!

Thanks in advance for your help!

#Digitalchannels #DigitalBots

#DigitalChannels

------------------------------
Phaneendra Avatapalli
Client Support, Desktop Support
------------------------------

Your Bot should be collecting the Email address as Slot.Email.  You should be assigning that as the input on your Set Screen Pop input.  

Hi Savino, 

I found the option for set participant data but still comes up empty below are the variable I have and the flow.Please advise.

I tried both as expression and also Literal

You can now use Set Particiapnt Data in bot flows. You can set the slot as a value of the particiapant data and use a variable in the script with the same name (As an input variable). This is working for us using Digital Bot Flows and Dialog Engine Bot Flows.

------------------------------
Savino Ricci
Technical Consultant

Original Message:
Sent: 11-22-2024 01:39
From: Phaneendra Avatapalli
Subject: Set Screen pop Digital bot

Has anyone successfully set up a Set Screen Pop in a Digital Bot?

I'm currently working on a callback bot where the customer is prompted to provide:

• Email address
• Customer ID number
• Reason for call

I'm using slots to collect this information from the bot. However, I'm facing challenges in passing this data through to the script.

What I've Tried:

1. In the Bot:

   • Used "Update Data" followed by "Set Screen Pop" within the bot flow.
   • Unfortunately, the information isn't being passed through-it shows as empty.

2. In the Inbound Message Flow:

   • Tried placing a "Set Screen Pop" after invoking the bot, followed by a "Set External Tag."
   • Still, the data doesn't reach the script.

Issue:

The script receives empty values, and I can't figure out what's missing or misconfigured.

Request:

Has anyone encountered this issue or have insights on how to successfully pass slot data from the bot to the script using Set Screen Pop? Any advice or examples would be greatly appreciated!

Thanks in advance for your help!

#Digitalchannels #DigitalBots

#DigitalChannels

------------------------------
Phaneendra Avatapalli
Client Support, Desktop Support
------------------------------

Hi Robert,

Thank you for your reply, I have tried that too didn't work. The value still comes as empty.

I have tried both as expression and Literal. Do we need to configure anything in the message flow too?

Regards

Phaneendra

Your Bot should be collecting the Email address as Slot.Email.  You should be assigning that as the input on your Set Screen Pop input.  

Hi Savino, 

I found the option for set participant data but still comes up empty below are the variable I have and the flow.Please advise.

I tried both as expression and also Literal

You can now use Set Particiapnt Data in bot flows. You can set the slot as a value of the particiapant data and use a variable in the script with the same name (As an input variable). This is working for us using Digital Bot Flows and Dialog Engine Bot Flows.

------------------------------
Savino Ricci
Technical Consultant

Original Message:
Sent: 11-22-2024 01:39
From: Phaneendra Avatapalli
Subject: Set Screen pop Digital bot

Has anyone successfully set up a Set Screen Pop in a Digital Bot?

I'm currently working on a callback bot where the customer is prompted to provide:

• Email address
• Customer ID number
• Reason for call

I'm using slots to collect this information from the bot. However, I'm facing challenges in passing this data through to the script.

What I've Tried:

1. In the Bot:

   • Used "Update Data" followed by "Set Screen Pop" within the bot flow.
   • Unfortunately, the information isn't being passed through-it shows as empty.

2. In the Inbound Message Flow:

   • Tried placing a "Set Screen Pop" after invoking the bot, followed by a "Set External Tag."
   • Still, the data doesn't reach the script.

Issue:

The script receives empty values, and I can't figure out what's missing or misconfigured.

Request:

Has anyone encountered this issue or have insights on how to successfully pass slot data from the bot to the script using Set Screen Pop? Any advice or examples would be greatly appreciated!

Thanks in advance for your help!

#Digitalchannels #DigitalBots

#DigitalChannels

------------------------------
Phaneendra Avatapalli
Client Support, Desktop Support
------------------------------

Do you have another Set Screen Pop in your Messaging Flow?  Have you tried transferring directly to the ACD in your Bot Flow?  In your set Screen Pop, you using literal instead of an expression for the values.   

Hi Robert,

Thank you for your reply, I have tried that too didn't work. The value still comes as empty.

I have tried both as expression and Literal. Do we need to configure anything in the message flow too?

Regards

Phaneendra

Your Bot should be collecting the Email address as Slot.Email.  You should be assigning that as the input on your Set Screen Pop input.  

Hi Savino, 

I found the option for set participant data but still comes up empty below are the variable I have and the flow.Please advise.

I tried both as expression and also Literal

You can now use Set Particiapnt Data in bot flows. You can set the slot as a value of the particiapant data and use a variable in the script with the same name (As an input variable). This is working for us using Digital Bot Flows and Dialog Engine Bot Flows.

------------------------------
Savino Ricci
Technical Consultant

Original Message:
Sent: 11-22-2024 01:39
From: Phaneendra Avatapalli
Subject: Set Screen pop Digital bot

Has anyone successfully set up a Set Screen Pop in a Digital Bot?

I'm currently working on a callback bot where the customer is prompted to provide:

• Email address
• Customer ID number
• Reason for call

I'm using slots to collect this information from the bot. However, I'm facing challenges in passing this data through to the script.

What I've Tried:

1. In the Bot:

   • Used "Update Data" followed by "Set Screen Pop" within the bot flow.
   • Unfortunately, the information isn't being passed through-it shows as empty.

2. In the Inbound Message Flow:

   • Tried placing a "Set Screen Pop" after invoking the bot, followed by a "Set External Tag."
   • Still, the data doesn't reach the script.

Issue:

The script receives empty values, and I can't figure out what's missing or misconfigured.

Request:

Has anyone encountered this issue or have insights on how to successfully pass slot data from the bot to the script using Set Screen Pop? Any advice or examples would be greatly appreciated!

Thanks in advance for your help!

#Digitalchannels #DigitalBots

#DigitalChannels

------------------------------
Phaneendra Avatapalli
Client Support, Desktop Support
------------------------------

Hi Robert, 

Thank you for replying, I have tried both expression and also literal.Before I had a screen pop in Messaging flow but I have removed it and tried.

I have also tried using Transfer to ACD at the end of the flow still the same the value doesn't come up in the script. 

Regards

Phaneendra

Do you have another Set Screen Pop in your Messaging Flow?  Have you tried transferring directly to the ACD in your Bot Flow?  In your set Screen Pop, you using literal instead of an expression for the values.   

Hi Robert,

Thank you for your reply, I have tried that too didn't work. The value still comes as empty.

I have tried both as expression and Literal. Do we need to configure anything in the message flow too?

Regards

Phaneendra

Your Bot should be collecting the Email address as Slot.Email.  You should be assigning that as the input on your Set Screen Pop input.  

Hi Savino, 

I found the option for set participant data but still comes up empty below are the variable I have and the flow.Please advise.

I tried both as expression and also Literal

You can now use Set Particiapnt Data in bot flows. You can set the slot as a value of the particiapant data and use a variable in the script with the same name (As an input variable). This is working for us using Digital Bot Flows and Dialog Engine Bot Flows.

------------------------------
Savino Ricci
Technical Consultant

Original Message:
Sent: 11-22-2024 01:39
From: Phaneendra Avatapalli
Subject: Set Screen pop Digital bot

Has anyone successfully set up a Set Screen Pop in a Digital Bot?

I'm currently working on a callback bot where the customer is prompted to provide:

• Email address
• Customer ID number
• Reason for call

I'm using slots to collect this information from the bot. However, I'm facing challenges in passing this data through to the script.

What I've Tried:

1. In the Bot:

   • Used "Update Data" followed by "Set Screen Pop" within the bot flow.
   • Unfortunately, the information isn't being passed through-it shows as empty.

2. In the Inbound Message Flow:

   • Tried placing a "Set Screen Pop" after invoking the bot, followed by a "Set External Tag."
   • Still, the data doesn't reach the script.

Issue:

The script receives empty values, and I can't figure out what's missing or misconfigured.

Request:

Has anyone encountered this issue or have insights on how to successfully pass slot data from the bot to the script using Set Screen Pop? Any advice or examples would be greatly appreciated!

Thanks in advance for your help!

#Digitalchannels #DigitalBots

#DigitalChannels

------------------------------
Phaneendra Avatapalli
Client Support, Desktop Support
------------------------------

Hi Robert, 

Thank you for replying, I have tried both expression and also literal.Before I had a screen pop in Messaging flow but I have removed it and tried.

I have also tried using Transfer to ACD at the end of the flow still the same the value doesn't come up in the script. 

Regards

Phaneendra

Do you have another Set Screen Pop in your Messaging Flow?  Have you tried transferring directly to the ACD in your Bot Flow?  In your set Screen Pop, you using literal instead of an expression for the values.   

Hi Robert,

Thank you for your reply, I have tried that too didn't work. The value still comes as empty.

I have tried both as expression and Literal. Do we need to configure anything in the message flow too?

Regards

Phaneendra

Your Bot should be collecting the Email address as Slot.Email.  You should be assigning that as the input on your Set Screen Pop input.  

Hi Savino, 

I found the option for set participant data but still comes up empty below are the variable I have and the flow.Please advise.

I tried both as expression and also Literal

You can now use Set Particiapnt Data in bot flows. You can set the slot as a value of the particiapant data and use a variable in the script with the same name (As an input variable). This is working for us using Digital Bot Flows and Dialog Engine Bot Flows.

------------------------------
Savino Ricci
Technical Consultant

Original Message:
Sent: 11-22-2024 01:39
From: Phaneendra Avatapalli
Subject: Set Screen pop Digital bot

Has anyone successfully set up a Set Screen Pop in a Digital Bot?

I'm currently working on a callback bot where the customer is prompted to provide:

• Email address
• Customer ID number
• Reason for call

I'm using slots to collect this information from the bot. However, I'm facing challenges in passing this data through to the script.

What I've Tried:

1. In the Bot:

   • Used "Update Data" followed by "Set Screen Pop" within the bot flow.
   • Unfortunately, the information isn't being passed through-it shows as empty.

2. In the Inbound Message Flow:

   • Tried placing a "Set Screen Pop" after invoking the bot, followed by a "Set External Tag."
   • Still, the data doesn't reach the script.

Issue:

The script receives empty values, and I can't figure out what's missing or misconfigured.

Request:

Has anyone encountered this issue or have insights on how to successfully pass slot data from the bot to the script using Set Screen Pop? Any advice or examples would be greatly appreciated!

Thanks in advance for your help!

#Digitalchannels #DigitalBots

#DigitalChannels

------------------------------
Phaneendra Avatapalli
Client Support, Desktop Support
------------------------------

I guess your next step is looking at the script itself.  You can attach here or send to me personally and I'll take a look.

Hi Robert, 

Thank you for replying, I have tried both expression and also literal.Before I had a screen pop in Messaging flow but I have removed it and tried.

I have also tried using Transfer to ACD at the end of the flow still the same the value doesn't come up in the script. 

Regards

Phaneendra

Do you have another Set Screen Pop in your Messaging Flow?  Have you tried transferring directly to the ACD in your Bot Flow?  In your set Screen Pop, you using literal instead of an expression for the values.   

Hi Robert,

Thank you for your reply, I have tried that too didn't work. The value still comes as empty.

I have tried both as expression and Literal. Do we need to configure anything in the message flow too?

Regards

Phaneendra

Your Bot should be collecting the Email address as Slot.Email.  You should be assigning that as the input on your Set Screen Pop input.  

Hi Savino, 

I found the option for set participant data but still comes up empty below are the variable I have and the flow.Please advise.

I tried both as expression and also Literal

You can now use Set Particiapnt Data in bot flows. You can set the slot as a value of the particiapant data and use a variable in the script with the same name (As an input variable). This is working for us using Digital Bot Flows and Dialog Engine Bot Flows.

------------------------------
Savino Ricci
Technical Consultant

Original Message:
Sent: 11-22-2024 01:39
From: Phaneendra Avatapalli
Subject: Set Screen pop Digital bot

Has anyone successfully set up a Set Screen Pop in a Digital Bot?

I'm currently working on a callback bot where the customer is prompted to provide:

• Email address
• Customer ID number
• Reason for call

I'm using slots to collect this information from the bot. However, I'm facing challenges in passing this data through to the script.

What I've Tried:

1. In the Bot:

   • Used "Update Data" followed by "Set Screen Pop" within the bot flow.
   • Unfortunately, the information isn't being passed through-it shows as empty.

2. In the Inbound Message Flow:

   • Tried placing a "Set Screen Pop" after invoking the bot, followed by a "Set External Tag."
   • Still, the data doesn't reach the script.

Issue:

The script receives empty values, and I can't figure out what's missing or misconfigured.

Request:

Has anyone encountered this issue or have insights on how to successfully pass slot data from the bot to the script using Set Screen Pop? Any advice or examples would be greatly appreciated!

Thanks in advance for your help!

#Digitalchannels #DigitalBots

#DigitalChannels

------------------------------
Phaneendra Avatapalli
Client Support, Desktop Support
------------------------------

Has anyone successfully set up a Set Screen Pop in a Digital Bot?

I'm currently working on a callback bot where the customer is prompted to provide:

• Email address
• Customer ID number
• Reason for call

I'm using slots to collect this information from the bot. However, I'm facing challenges in passing this data through to the script.

What I've Tried:

1. In the Bot:

   • Used "Update Data" followed by "Set Screen Pop" within the bot flow.
   • Unfortunately, the information isn't being passed through-it shows as empty.

2. In the Inbound Message Flow:

   • Tried placing a "Set Screen Pop" after invoking the bot, followed by a "Set External Tag."
   • Still, the data doesn't reach the script.

Issue:

The script receives empty values, and I can't figure out what's missing or misconfigured.

Request:

Has anyone encountered this issue or have insights on how to successfully pass slot data from the bot to the script using Set Screen Pop? Any advice or examples would be greatly appreciated!

Thanks in advance for your help!

#Digitalchannels #DigitalBots

I have used many times the slot values as input to script variable.

In Bot, if you have something like below you can take the slot value as output and use as input to script variable

Ask for Slot - Email example

Script example

Example agent view showing Bot conversation and script with email value

If you need to transfer slot values to inbound message flow rather than transfer to ACD within Bot then assign slot value to output of 'call digital blot flow' in inbound message flow then use variable in 'set screen pop', etc..

Has anyone successfully set up a Set Screen Pop in a Digital Bot?

I'm currently working on a callback bot where the customer is prompted to provide:

• Email address
• Customer ID number
• Reason for call

I'm using slots to collect this information from the bot. However, I'm facing challenges in passing this data through to the script.

What I've Tried:

1. In the Bot:

   • Used "Update Data" followed by "Set Screen Pop" within the bot flow.
   • Unfortunately, the information isn't being passed through-it shows as empty.

2. In the Inbound Message Flow:

   • Tried placing a "Set Screen Pop" after invoking the bot, followed by a "Set External Tag."
   • Still, the data doesn't reach the script.

Issue:

The script receives empty values, and I can't figure out what's missing or misconfigured.

Request:

Has anyone encountered this issue or have insights on how to successfully pass slot data from the bot to the script using Set Screen Pop? Any advice or examples would be greatly appreciated!

Thanks in advance for your help!

#Digitalchannels #DigitalBots

Hi Matthew, Thank you for your reply. 

The script I am trying to get in to chat interaction but rather a callback (inbound) using Genesys Call Data Actions.

I have a script created, and I'm including it in the scriptID field for the Call Data Action.

Let me know if you have any further insights or suggestions.

Regards

Phaneendra

I have used many times the slot values as input to script variable.

In Bot, if you have something like below you can take the slot value as output and use as input to script variable

Ask for Slot - Email example

Script example

Example agent view showing Bot conversation and script with email value

If you need to transfer slot values to inbound message flow rather than transfer to ACD within Bot then assign slot value to output of 'call digital blot flow' in inbound message flow then use variable in 'set screen pop', etc..

Has anyone successfully set up a Set Screen Pop in a Digital Bot?

I'm currently working on a callback bot where the customer is prompted to provide:

• Email address
• Customer ID number
• Reason for call

I'm using slots to collect this information from the bot. However, I'm facing challenges in passing this data through to the script.

What I've Tried:

1. In the Bot:

   • Used "Update Data" followed by "Set Screen Pop" within the bot flow.
   • Unfortunately, the information isn't being passed through-it shows as empty.

2. In the Inbound Message Flow:

   • Tried placing a "Set Screen Pop" after invoking the bot, followed by a "Set External Tag."
   • Still, the data doesn't reach the script.

Issue:

The script receives empty values, and I can't figure out what's missing or misconfigured.

Request:

Has anyone encountered this issue or have insights on how to successfully pass slot data from the bot to the script using Set Screen Pop? Any advice or examples would be greatly appreciated!

Thanks in advance for your help!

#Digitalchannels #DigitalBots

Sorry, I misread what your issue is. Maybe send the JSON of your data action as well as the script. 

Hi Matthew, Thank you for your reply. 

The script I am trying to get in to chat interaction but rather a callback (inbound) using Genesys Call Data Actions.

I have a script created, and I'm including it in the scriptID field for the Call Data Action.

Let me know if you have any further insights or suggestions.

Regards

Phaneendra

I have used many times the slot values as input to script variable.

In Bot, if you have something like below you can take the slot value as output and use as input to script variable

Ask for Slot - Email example

Script example

Example agent view showing Bot conversation and script with email value

If you need to transfer slot values to inbound message flow rather than transfer to ACD within Bot then assign slot value to output of 'call digital blot flow' in inbound message flow then use variable in 'set screen pop', etc..

Has anyone successfully set up a Set Screen Pop in a Digital Bot?

I'm currently working on a callback bot where the customer is prompted to provide:

• Email address
• Customer ID number
• Reason for call

I'm using slots to collect this information from the bot. However, I'm facing challenges in passing this data through to the script.

What I've Tried:

1. In the Bot:

   • Used "Update Data" followed by "Set Screen Pop" within the bot flow.
   • Unfortunately, the information isn't being passed through-it shows as empty.

2. In the Inbound Message Flow:

   • Tried placing a "Set Screen Pop" after invoking the bot, followed by a "Set External Tag."
   • Still, the data doesn't reach the script.

Issue:

The script receives empty values, and I can't figure out what's missing or misconfigured.

Request:

Has anyone encountered this issue or have insights on how to successfully pass slot data from the bot to the script using Set Screen Pop? Any advice or examples would be greatly appreciated!

Thanks in advance for your help!

#Digitalchannels #DigitalBots

Hi Matthew, 

Here is how I included the Genesys data action inside the bot. If you provide me your email address I can send you the script for review. Thank you for your help with this.

Sorry, I misread what your issue is. Maybe send the JSON of your data action as well as the script. 

Hi Matthew, Thank you for your reply. 

The script I am trying to get in to chat interaction but rather a callback (inbound) using Genesys Call Data Actions.

I have a script created, and I'm including it in the scriptID field for the Call Data Action.

Let me know if you have any further insights or suggestions.

Regards

Phaneendra

I have used many times the slot values as input to script variable.

In Bot, if you have something like below you can take the slot value as output and use as input to script variable

Ask for Slot - Email example

Script example

Example agent view showing Bot conversation and script with email value

If you need to transfer slot values to inbound message flow rather than transfer to ACD within Bot then assign slot value to output of 'call digital blot flow' in inbound message flow then use variable in 'set screen pop', etc..

Has anyone successfully set up a Set Screen Pop in a Digital Bot?

I'm currently working on a callback bot where the customer is prompted to provide:

• Email address
• Customer ID number
• Reason for call

I'm using slots to collect this information from the bot. However, I'm facing challenges in passing this data through to the script.

What I've Tried:

1. In the Bot:

   • Used "Update Data" followed by "Set Screen Pop" within the bot flow.
   • Unfortunately, the information isn't being passed through-it shows as empty.

2. In the Inbound Message Flow:

   • Tried placing a "Set Screen Pop" after invoking the bot, followed by a "Set External Tag."
   • Still, the data doesn't reach the script.

Issue:

The script receives empty values, and I can't figure out what's missing or misconfigured.

Request:

Has anyone encountered this issue or have insights on how to successfully pass slot data from the bot to the script using Set Screen Pop? Any advice or examples would be greatly appreciated!

Thanks in advance for your help!

#Digitalchannels #DigitalBots

This really changes things.  When using a data action to create the callback, you are creating a new interaction.  I believe what you are going to have to do:

1. Create callback
2. Write attributes to the new callback conversation 
3. Use a data action on script load to read the attributes and assign them to variables.  
4. Show the variables in the script.

You already are doing 1 and 4, so you need the attribute data actions unless the callback API allows writing of attributes when you create it.

------------------------------
Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com

Original Message:
Sent: 11-24-2024 20:41
From: Phaneendra Avatapalli
Subject: Set Screen pop Digital bot

Hi Matthew, 

Here is how I included the Genesys data action inside the bot. If you provide me your email address I can send you the script for review. Thank you for your help with this.

------------------------------
Phaneendra Avatapalli
Client Support, Desktop Support

Original Message:
Sent: 11-24-2024 19:58
From: Matthew Raleigh
Subject: Set Screen pop Digital bot

Sorry, I misread what your issue is. Maybe send the JSON of your data action as well as the script. 

------------------------------
Matthew Raleigh
Principal PS Consultant - Genesys Cloud

Original Message:
Sent: 11-24-2024 19:33
From: Phaneendra Avatapalli
Subject: Set Screen pop Digital bot

Hi Matthew, Thank you for your reply. 

The script I am trying to get in to chat interaction but rather a callback (inbound) using Genesys Call Data Actions.

I have a script created, and I'm including it in the scriptID field for the Call Data Action.

Let me know if you have any further insights or suggestions.

Regards

Phaneendra

------------------------------
Phaneendra Avatapalli
Client Support, Desktop Support

Original Message:
Sent: 11-24-2024 17:39
From: Matthew Raleigh
Subject: Set Screen pop Digital bot

I have used many times the slot values as input to script variable.

In Bot, if you have something like below you can take the slot value as output and use as input to script variable

Ask for Slot - Email example

Script example

Example agent view showing Bot conversation and script with email value

If you need to transfer slot values to inbound message flow rather than transfer to ACD within Bot then assign slot value to output of 'call digital blot flow' in inbound message flow then use variable in 'set screen pop', etc..

------------------------------
Matthew Raleigh
Principal PS Consultant - Genesys Cloud

Original Message:
Sent: 11-22-2024 01:39
From: Phaneendra Avatapalli
Subject: Set Screen pop Digital bot

Has anyone successfully set up a Set Screen Pop in a Digital Bot?

I'm currently working on a callback bot where the customer is prompted to provide:

• Email address
• Customer ID number
• Reason for call

I'm using slots to collect this information from the bot. However, I'm facing challenges in passing this data through to the script.

What I've Tried:

1. In the Bot:

   • Used "Update Data" followed by "Set Screen Pop" within the bot flow.
   • Unfortunately, the information isn't being passed through-it shows as empty.

2. In the Inbound Message Flow:

   • Tried placing a "Set Screen Pop" after invoking the bot, followed by a "Set External Tag."
   • Still, the data doesn't reach the script.

Issue:

The script receives empty values, and I can't figure out what's missing or misconfigured.

Request:

Has anyone encountered this issue or have insights on how to successfully pass slot data from the bot to the script using Set Screen Pop? Any advice or examples would be greatly appreciated!

Thanks in advance for your help!

#Digitalchannels #DigitalBots

#DigitalChannels

------------------------------
Phaneendra Avatapalli
Client Support, Desktop Support
------------------------------

Thank you Robert looks like I have to either create a new Data action to get the attributes for each new interaction or edit the current one to included these attributes. I have never created a data action will give it a go.

Appreciate your help with this.

------------------------------
Phaneendra Avatapalli
Client Support, Desktop Support

Original Message:
Sent: 11-24-2024 20:49
From: Robert Wakefield-Carl
Subject: Set Screen pop Digital bot

This really changes things.  When using a data action to create the callback, you are creating a new interaction.  I believe what you are going to have to do:

1. Create callback
2. Write attributes to the new callback conversation 
3. Use a data action on script load to read the attributes and assign them to variables.  
4. Show the variables in the script.

You already are doing 1 and 4, so you need the attribute data actions unless the callback API allows writing of attributes when you create it.

------------------------------
Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com

Original Message:
Sent: 11-24-2024 20:41
From: Phaneendra Avatapalli
Subject: Set Screen pop Digital bot

Hi Matthew, 

Here is how I included the Genesys data action inside the bot. If you provide me your email address I can send you the script for review. Thank you for your help with this.

------------------------------
Phaneendra Avatapalli
Client Support, Desktop Support

Original Message:
Sent: 11-24-2024 19:58
From: Matthew Raleigh
Subject: Set Screen pop Digital bot

Sorry, I misread what your issue is. Maybe send the JSON of your data action as well as the script. 

------------------------------
Matthew Raleigh
Principal PS Consultant - Genesys Cloud

Original Message:
Sent: 11-24-2024 19:33
From: Phaneendra Avatapalli
Subject: Set Screen pop Digital bot

Hi Matthew, Thank you for your reply. 

The script I am trying to get in to chat interaction but rather a callback (inbound) using Genesys Call Data Actions.

I have a script created, and I'm including it in the scriptID field for the Call Data Action.

Let me know if you have any further insights or suggestions.

Regards

Phaneendra

------------------------------
Phaneendra Avatapalli
Client Support, Desktop Support

Original Message:
Sent: 11-24-2024 17:39
From: Matthew Raleigh
Subject: Set Screen pop Digital bot

I have used many times the slot values as input to script variable.

In Bot, if you have something like below you can take the slot value as output and use as input to script variable

Ask for Slot - Email example

Script example

Example agent view showing Bot conversation and script with email value

If you need to transfer slot values to inbound message flow rather than transfer to ACD within Bot then assign slot value to output of 'call digital blot flow' in inbound message flow then use variable in 'set screen pop', etc..

------------------------------
Matthew Raleigh
Principal PS Consultant - Genesys Cloud

Original Message:
Sent: 11-22-2024 01:39
From: Phaneendra Avatapalli
Subject: Set Screen pop Digital bot

Has anyone successfully set up a Set Screen Pop in a Digital Bot?

I'm currently working on a callback bot where the customer is prompted to provide:

• Email address
• Customer ID number
• Reason for call

I'm using slots to collect this information from the bot. However, I'm facing challenges in passing this data through to the script.

What I've Tried:

1. In the Bot:

   • Used "Update Data" followed by "Set Screen Pop" within the bot flow.
   • Unfortunately, the information isn't being passed through-it shows as empty.

2. In the Inbound Message Flow:

   • Tried placing a "Set Screen Pop" after invoking the bot, followed by a "Set External Tag."
   • Still, the data doesn't reach the script.

Issue:

The script receives empty values, and I can't figure out what's missing or misconfigured.

Request:

Has anyone encountered this issue or have insights on how to successfully pass slot data from the bot to the script using Set Screen Pop? Any advice or examples would be greatly appreciated!

Thanks in advance for your help!

#Digitalchannels #DigitalBots

#DigitalChannels

------------------------------
Phaneendra Avatapalli
Client Support, Desktop Support
------------------------------

Hi everyone, 

This is where I have got to so far. 

1) I've set the participant data in the Digital Bot and assigned slot values to participant data as shown below.

2)The values are visible in the Interaction Report under the Details tab (Participant Data).

3) I created a Data Action (GET) where the input is the Conversation_ID, and it successfully returns the values.

4) I added a button to trigger this Data Action and display the variables in the script. For now, I'm testing with just the Customer Email Address, passing the "customeremail" variable as shown below. Not sure if {{Scripter.Interaction ID}} gives the conversation_ID.

   

However, when the call comes through, the email still displays as blank. I'm unsure where I might be going wrong. Could someone please assist?

------------------------------
Phaneendra Avatapalli
Client Support, Desktop Support

Original Message:
Sent: 11-24-2024 23:03
From: Phaneendra Avatapalli
Subject: Set Screen pop Digital bot

Thank you Robert looks like I have to either create a new Data action to get the attributes for each new interaction or edit the current one to included these attributes. I have never created a data action will give it a go.

Appreciate your help with this.

------------------------------
Phaneendra Avatapalli
Client Support, Desktop Support

Original Message:
Sent: 11-24-2024 20:49
From: Robert Wakefield-Carl
Subject: Set Screen pop Digital bot

This really changes things.  When using a data action to create the callback, you are creating a new interaction.  I believe what you are going to have to do:

1. Create callback
2. Write attributes to the new callback conversation 
3. Use a data action on script load to read the attributes and assign them to variables.  
4. Show the variables in the script.

You already are doing 1 and 4, so you need the attribute data actions unless the callback API allows writing of attributes when you create it.

------------------------------
Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com

Original Message:
Sent: 11-24-2024 20:41
From: Phaneendra Avatapalli
Subject: Set Screen pop Digital bot

Hi Matthew, 

Here is how I included the Genesys data action inside the bot. If you provide me your email address I can send you the script for review. Thank you for your help with this.

------------------------------
Phaneendra Avatapalli
Client Support, Desktop Support

Original Message:
Sent: 11-24-2024 19:58
From: Matthew Raleigh
Subject: Set Screen pop Digital bot

Sorry, I misread what your issue is. Maybe send the JSON of your data action as well as the script. 

------------------------------
Matthew Raleigh
Principal PS Consultant - Genesys Cloud

Original Message:
Sent: 11-24-2024 19:33
From: Phaneendra Avatapalli
Subject: Set Screen pop Digital bot

Hi Matthew, Thank you for your reply. 

The script I am trying to get in to chat interaction but rather a callback (inbound) using Genesys Call Data Actions.

I have a script created, and I'm including it in the scriptID field for the Call Data Action.

Let me know if you have any further insights or suggestions.

Regards

Phaneendra

------------------------------
Phaneendra Avatapalli
Client Support, Desktop Support

Original Message:
Sent: 11-24-2024 17:39
From: Matthew Raleigh
Subject: Set Screen pop Digital bot

I have used many times the slot values as input to script variable.

In Bot, if you have something like below you can take the slot value as output and use as input to script variable

Ask for Slot - Email example

Script example

Example agent view showing Bot conversation and script with email value

If you need to transfer slot values to inbound message flow rather than transfer to ACD within Bot then assign slot value to output of 'call digital blot flow' in inbound message flow then use variable in 'set screen pop', etc..

------------------------------
Matthew Raleigh
Principal PS Consultant - Genesys Cloud

Original Message:
Sent: 11-22-2024 01:39
From: Phaneendra Avatapalli
Subject: Set Screen pop Digital bot

Has anyone successfully set up a Set Screen Pop in a Digital Bot?

I'm currently working on a callback bot where the customer is prompted to provide:

• Email address
• Customer ID number
• Reason for call

I'm using slots to collect this information from the bot. However, I'm facing challenges in passing this data through to the script.

What I've Tried:

1. In the Bot:

   • Used "Update Data" followed by "Set Screen Pop" within the bot flow.
   • Unfortunately, the information isn't being passed through-it shows as empty.

2. In the Inbound Message Flow:

   • Tried placing a "Set Screen Pop" after invoking the bot, followed by a "Set External Tag."
   • Still, the data doesn't reach the script.

Issue:

The script receives empty values, and I can't figure out what's missing or misconfigured.

Request:

Has anyone encountered this issue or have insights on how to successfully pass slot data from the bot to the script using Set Screen Pop? Any advice or examples would be greatly appreciated!

Thanks in advance for your help!

#Digitalchannels #DigitalBots

#DigitalChannels

------------------------------
Phaneendra Avatapalli
Client Support, Desktop Support
------------------------------

I am going out on a limb here, but could you test your data action in a call flow with an Email hardcoded in the inputs?  I have found that the flow sending in data to the data action can transform and make the data action not work.  Also, check to see if other fields are being updated in the script action. 

Hi everyone, 

This is where I have got to so far. 

1) I've set the participant data in the Digital Bot and assigned slot values to participant data as shown below.

2)The values are visible in the Interaction Report under the Details tab (Participant Data).

3) I created a Data Action (GET) where the input is the Conversation_ID, and it successfully returns the values.

4) I added a button to trigger this Data Action and display the variables in the script. For now, I'm testing with just the Customer Email Address, passing the "customeremail" variable as shown below. Not sure if {{Scripter.Interaction ID}} gives the conversation_ID.

   

However, when the call comes through, the email still displays as blank. I'm unsure where I might be going wrong. Could someone please assist?

------------------------------
Phaneendra Avatapalli
Client Support, Desktop Support

Original Message:
Sent: 11-24-2024 23:03
From: Phaneendra Avatapalli
Subject: Set Screen pop Digital bot

Thank you Robert looks like I have to either create a new Data action to get the attributes for each new interaction or edit the current one to included these attributes. I have never created a data action will give it a go.

Appreciate your help with this.

------------------------------
Phaneendra Avatapalli
Client Support, Desktop Support

Original Message:
Sent: 11-24-2024 20:49
From: Robert Wakefield-Carl
Subject: Set Screen pop Digital bot

This really changes things.  When using a data action to create the callback, you are creating a new interaction.  I believe what you are going to have to do:

1. Create callback
2. Write attributes to the new callback conversation 
3. Use a data action on script load to read the attributes and assign them to variables.  
4. Show the variables in the script.

You already are doing 1 and 4, so you need the attribute data actions unless the callback API allows writing of attributes when you create it.

------------------------------
Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com

Original Message:
Sent: 11-24-2024 20:41
From: Phaneendra Avatapalli
Subject: Set Screen pop Digital bot

Hi Matthew, 

Here is how I included the Genesys data action inside the bot. If you provide me your email address I can send you the script for review. Thank you for your help with this.

------------------------------
Phaneendra Avatapalli
Client Support, Desktop Support

Original Message:
Sent: 11-24-2024 19:58
From: Matthew Raleigh
Subject: Set Screen pop Digital bot

Sorry, I misread what your issue is. Maybe send the JSON of your data action as well as the script. 

------------------------------
Matthew Raleigh
Principal PS Consultant - Genesys Cloud

Original Message:
Sent: 11-24-2024 19:33
From: Phaneendra Avatapalli
Subject: Set Screen pop Digital bot

Hi Matthew, Thank you for your reply. 

The script I am trying to get in to chat interaction but rather a callback (inbound) using Genesys Call Data Actions.

I have a script created, and I'm including it in the scriptID field for the Call Data Action.

Let me know if you have any further insights or suggestions.

Regards

Phaneendra

------------------------------
Phaneendra Avatapalli
Client Support, Desktop Support

Original Message:
Sent: 11-24-2024 17:39
From: Matthew Raleigh
Subject: Set Screen pop Digital bot

I have used many times the slot values as input to script variable.

In Bot, if you have something like below you can take the slot value as output and use as input to script variable

Ask for Slot - Email example

Script example

Example agent view showing Bot conversation and script with email value

If you need to transfer slot values to inbound message flow rather than transfer to ACD within Bot then assign slot value to output of 'call digital blot flow' in inbound message flow then use variable in 'set screen pop', etc..

------------------------------
Matthew Raleigh
Principal PS Consultant - Genesys Cloud

Original Message:
Sent: 11-22-2024 01:39
From: Phaneendra Avatapalli
Subject: Set Screen pop Digital bot

Has anyone successfully set up a Set Screen Pop in a Digital Bot?

I'm currently working on a callback bot where the customer is prompted to provide:

• Email address
• Customer ID number
• Reason for call

I'm using slots to collect this information from the bot. However, I'm facing challenges in passing this data through to the script.

What I've Tried:

1. In the Bot:

   • Used "Update Data" followed by "Set Screen Pop" within the bot flow.
   • Unfortunately, the information isn't being passed through-it shows as empty.

2. In the Inbound Message Flow:

   • Tried placing a "Set Screen Pop" after invoking the bot, followed by a "Set External Tag."
   • Still, the data doesn't reach the script.

Issue:

The script receives empty values, and I can't figure out what's missing or misconfigured.

Request:

Has anyone encountered this issue or have insights on how to successfully pass slot data from the bot to the script using Set Screen Pop? Any advice or examples would be greatly appreciated!

Thanks in advance for your help!

#Digitalchannels #DigitalBots

#DigitalChannels

------------------------------
Phaneendra Avatapalli
Client Support, Desktop Support
------------------------------

Thank you, Robert. I'll give it a try, but I suspect the Interaction ID isn't being passed to the script.

I tested the script by assigning the variable {{Scripter.Interaction ID}} to see the result. It returns a number that doesn't match the interaction ID, which seems to be the issue.

I am going out on a limb here, but could you test your data action in a call flow with an Email hardcoded in the inputs?  I have found that the flow sending in data to the data action can transform and make the data action not work.  Also, check to see if other fields are being updated in the script action. 

Hi everyone, 

This is where I have got to so far. 

1) I've set the participant data in the Digital Bot and assigned slot values to participant data as shown below.

2)The values are visible in the Interaction Report under the Details tab (Participant Data).

3) I created a Data Action (GET) where the input is the Conversation_ID, and it successfully returns the values.

4) I added a button to trigger this Data Action and display the variables in the script. For now, I'm testing with just the Customer Email Address, passing the "customeremail" variable as shown below. Not sure if {{Scripter.Interaction ID}} gives the conversation_ID.

   

However, when the call comes through, the email still displays as blank. I'm unsure where I might be going wrong. Could someone please assist?

------------------------------
Phaneendra Avatapalli
Client Support, Desktop Support

Original Message:
Sent: 11-24-2024 23:03
From: Phaneendra Avatapalli
Subject: Set Screen pop Digital bot

Thank you Robert looks like I have to either create a new Data action to get the attributes for each new interaction or edit the current one to included these attributes. I have never created a data action will give it a go.

Appreciate your help with this.

------------------------------
Phaneendra Avatapalli
Client Support, Desktop Support

Original Message:
Sent: 11-24-2024 20:49
From: Robert Wakefield-Carl
Subject: Set Screen pop Digital bot

This really changes things.  When using a data action to create the callback, you are creating a new interaction.  I believe what you are going to have to do:

1. Create callback
2. Write attributes to the new callback conversation 
3. Use a data action on script load to read the attributes and assign them to variables.  
4. Show the variables in the script.

You already are doing 1 and 4, so you need the attribute data actions unless the callback API allows writing of attributes when you create it.

------------------------------
Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com

Original Message:
Sent: 11-24-2024 20:41
From: Phaneendra Avatapalli
Subject: Set Screen pop Digital bot

Hi Matthew, 

Here is how I included the Genesys data action inside the bot. If you provide me your email address I can send you the script for review. Thank you for your help with this.

------------------------------
Phaneendra Avatapalli
Client Support, Desktop Support

Original Message:
Sent: 11-24-2024 19:58
From: Matthew Raleigh
Subject: Set Screen pop Digital bot

Sorry, I misread what your issue is. Maybe send the JSON of your data action as well as the script. 

------------------------------
Matthew Raleigh
Principal PS Consultant - Genesys Cloud

Original Message:
Sent: 11-24-2024 19:33
From: Phaneendra Avatapalli
Subject: Set Screen pop Digital bot

Hi Matthew, Thank you for your reply. 

The script I am trying to get in to chat interaction but rather a callback (inbound) using Genesys Call Data Actions.

I have a script created, and I'm including it in the scriptID field for the Call Data Action.

Let me know if you have any further insights or suggestions.

Regards

Phaneendra

------------------------------
Phaneendra Avatapalli
Client Support, Desktop Support

Original Message:
Sent: 11-24-2024 17:39
From: Matthew Raleigh
Subject: Set Screen pop Digital bot

I have used many times the slot values as input to script variable.

In Bot, if you have something like below you can take the slot value as output and use as input to script variable

Ask for Slot - Email example

Script example

Example agent view showing Bot conversation and script with email value

If you need to transfer slot values to inbound message flow rather than transfer to ACD within Bot then assign slot value to output of 'call digital blot flow' in inbound message flow then use variable in 'set screen pop', etc..

------------------------------
Matthew Raleigh
Principal PS Consultant - Genesys Cloud

Original Message:
Sent: 11-22-2024 01:39
From: Phaneendra Avatapalli
Subject: Set Screen pop Digital bot

Has anyone successfully set up a Set Screen Pop in a Digital Bot?

I'm currently working on a callback bot where the customer is prompted to provide:

• Email address
• Customer ID number
• Reason for call

I'm using slots to collect this information from the bot. However, I'm facing challenges in passing this data through to the script.

What I've Tried:

1. In the Bot:

   • Used "Update Data" followed by "Set Screen Pop" within the bot flow.
   • Unfortunately, the information isn't being passed through-it shows as empty.

2. In the Inbound Message Flow:

   • Tried placing a "Set Screen Pop" after invoking the bot, followed by a "Set External Tag."
   • Still, the data doesn't reach the script.

Issue:

The script receives empty values, and I can't figure out what's missing or misconfigured.

Request:

Has anyone encountered this issue or have insights on how to successfully pass slot data from the bot to the script using Set Screen Pop? Any advice or examples would be greatly appreciated!

Thanks in advance for your help!

#Digitalchannels #DigitalBots

#DigitalChannels

------------------------------
Phaneendra Avatapalli
Client Support, Desktop Support
------------------------------

Taken straight from documentation:  {{Scripter.Interaction Id}}-unique ID assigned to the interaction. This variable is the same as the conversationID in the Genesys Cloud API.

It should match the conversation ID.  You could always pass that as an attribute to look up.  What is the result and is it an interaction ID you can pull up in the API?

------------------------------
Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com
------------------------------

Original Message:
Sent: 12-11-2024 19:41
From: Phaneendra Avatapalli
Subject: Set Screen pop Digital bot

Thank you, Robert. I'll give it a try, but I suspect the Interaction ID isn't being passed to the script.

I tested the script by assigning the variable {{Scripter.Interaction ID}} to see the result. It returns a number that doesn't match the interaction ID, which seems to be the issue.

------------------------------
Phaneendra Avatapalli
Client Support, Desktop Support

Original Message:
Sent: 12-11-2024 10:17
From: Robert Wakefield-Carl
Subject: Set Screen pop Digital bot

I am going out on a limb here, but could you test your data action in a call flow with an Email hardcoded in the inputs?  I have found that the flow sending in data to the data action can transform and make the data action not work.  Also, check to see if other fields are being updated in the script action. 

------------------------------
Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com

Original Message:
Sent: 12-11-2024 01:46
From: Phaneendra Avatapalli
Subject: Set Screen pop Digital bot

Hi everyone, 

This is where I have got to so far. 

1) I've set the participant data in the Digital Bot and assigned slot values to participant data as shown below.

2)The values are visible in the Interaction Report under the Details tab (Participant Data).

3) I created a Data Action (GET) where the input is the Conversation_ID, and it successfully returns the values.

4) I added a button to trigger this Data Action and display the variables in the script. For now, I'm testing with just the Customer Email Address, passing the "customeremail" variable as shown below. Not sure if {{Scripter.Interaction ID}} gives the conversation_ID.

   

However, when the call comes through, the email still displays as blank. I'm unsure where I might be going wrong. Could someone please assist?

------------------------------
Phaneendra Avatapalli
Client Support, Desktop Support

Original Message:
Sent: 11-24-2024 23:03
From: Phaneendra Avatapalli
Subject: Set Screen pop Digital bot

Thank you Robert looks like I have to either create a new Data action to get the attributes for each new interaction or edit the current one to included these attributes. I have never created a data action will give it a go.

Appreciate your help with this.

------------------------------
Phaneendra Avatapalli
Client Support, Desktop Support

Original Message:
Sent: 11-24-2024 20:49
From: Robert Wakefield-Carl
Subject: Set Screen pop Digital bot

This really changes things.  When using a data action to create the callback, you are creating a new interaction.  I believe what you are going to have to do:

1. Create callback
2. Write attributes to the new callback conversation 
3. Use a data action on script load to read the attributes and assign them to variables.  
4. Show the variables in the script.

You already are doing 1 and 4, so you need the attribute data actions unless the callback API allows writing of attributes when you create it.

------------------------------
Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com

Original Message:
Sent: 11-24-2024 20:41
From: Phaneendra Avatapalli
Subject: Set Screen pop Digital bot

Hi Matthew, 

Here is how I included the Genesys data action inside the bot. If you provide me your email address I can send you the script for review. Thank you for your help with this.

------------------------------
Phaneendra Avatapalli
Client Support, Desktop Support

Original Message:
Sent: 11-24-2024 19:58
From: Matthew Raleigh
Subject: Set Screen pop Digital bot

Sorry, I misread what your issue is. Maybe send the JSON of your data action as well as the script. 

------------------------------
Matthew Raleigh
Principal PS Consultant - Genesys Cloud

Original Message:
Sent: 11-24-2024 19:33
From: Phaneendra Avatapalli
Subject: Set Screen pop Digital bot

Hi Matthew, Thank you for your reply. 

The script I am trying to get in to chat interaction but rather a callback (inbound) using Genesys Call Data Actions.

I have a script created, and I'm including it in the scriptID field for the Call Data Action.

Let me know if you have any further insights or suggestions.

Regards

Phaneendra

------------------------------
Phaneendra Avatapalli
Client Support, Desktop Support

Original Message:
Sent: 11-24-2024 17:39
From: Matthew Raleigh
Subject: Set Screen pop Digital bot

I have used many times the slot values as input to script variable.

In Bot, if you have something like below you can take the slot value as output and use as input to script variable

Ask for Slot - Email example

Script example

Example agent view showing Bot conversation and script with email value

If you need to transfer slot values to inbound message flow rather than transfer to ACD within Bot then assign slot value to output of 'call digital blot flow' in inbound message flow then use variable in 'set screen pop', etc..

------------------------------
Matthew Raleigh
Principal PS Consultant - Genesys Cloud

Original Message:
Sent: 11-22-2024 01:39
From: Phaneendra Avatapalli
Subject: Set Screen pop Digital bot

Has anyone successfully set up a Set Screen Pop in a Digital Bot?

I'm currently working on a callback bot where the customer is prompted to provide:

• Email address
• Customer ID number
• Reason for call

I'm using slots to collect this information from the bot. However, I'm facing challenges in passing this data through to the script.

What I've Tried:

1. In the Bot:

   • Used "Update Data" followed by "Set Screen Pop" within the bot flow.
   • Unfortunately, the information isn't being passed through-it shows as empty.

2. In the Inbound Message Flow:

   • Tried placing a "Set Screen Pop" after invoking the bot, followed by a "Set External Tag."
   • Still, the data doesn't reach the script.

Issue:

The script receives empty values, and I can't figure out what's missing or misconfigured.

Request:

Has anyone encountered this issue or have insights on how to successfully pass slot data from the bot to the script using Set Screen Pop? Any advice or examples would be greatly appreciated!

Thanks in advance for your help!

#Digitalchannels #DigitalBots

#DigitalChannels

------------------------------
Phaneendra Avatapalli
Client Support, Desktop Support
------------------------------

Original Message:
Sent: 12/11/2024 10:25:00 PM
From: Robert Wakefield-Carl
Subject: RE: Set Screen pop Digital bot

Taken straight from documentation:  {{Scripter.Interaction Id}}-unique ID assigned to the interaction. This variable is the same as the conversationID in the Genesys Cloud API.

It should match the conversation ID.  You could always pass that as an attribute to look up.  What is the result and is it an interaction ID you can pull up in the API?

------------------------------
Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com

Original Message:
Sent: 12-11-2024 19:41
From: Phaneendra Avatapalli
Subject: Set Screen pop Digital bot

Thank you, Robert. I'll give it a try, but I suspect the Interaction ID isn't being passed to the script.

I tested the script by assigning the variable {{Scripter.Interaction ID}} to see the result. It returns a number that doesn't match the interaction ID, which seems to be the issue.

------------------------------
Phaneendra Avatapalli
Client Support, Desktop Support

Original Message:
Sent: 12-11-2024 10:17
From: Robert Wakefield-Carl
Subject: Set Screen pop Digital bot

I am going out on a limb here, but could you test your data action in a call flow with an Email hardcoded in the inputs?  I have found that the flow sending in data to the data action can transform and make the data action not work.  Also, check to see if other fields are being updated in the script action. 

------------------------------
Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com

Original Message:
Sent: 12-11-2024 01:46
From: Phaneendra Avatapalli
Subject: Set Screen pop Digital bot

Hi everyone, 

This is where I have got to so far. 

1) I've set the participant data in the Digital Bot and assigned slot values to participant data as shown below.

2)The values are visible in the Interaction Report under the Details tab (Participant Data).

3) I created a Data Action (GET) where the input is the Conversation_ID, and it successfully returns the values.

4) I added a button to trigger this Data Action and display the variables in the script. For now, I'm testing with just the Customer Email Address, passing the "customeremail" variable as shown below. Not sure if {{Scripter.Interaction ID}} gives the conversation_ID.

   

However, when the call comes through, the email still displays as blank. I'm unsure where I might be going wrong. Could someone please assist?

------------------------------
Phaneendra Avatapalli
Client Support, Desktop Support

Original Message:
Sent: 11-24-2024 23:03
From: Phaneendra Avatapalli
Subject: Set Screen pop Digital bot

Thank you Robert looks like I have to either create a new Data action to get the attributes for each new interaction or edit the current one to included these attributes. I have never created a data action will give it a go.

Appreciate your help with this.

------------------------------
Phaneendra Avatapalli
Client Support, Desktop Support

Original Message:
Sent: 11-24-2024 20:49
From: Robert Wakefield-Carl
Subject: Set Screen pop Digital bot

This really changes things.  When using a data action to create the callback, you are creating a new interaction.  I believe what you are going to have to do:

1. Create callback
2. Write attributes to the new callback conversation 
3. Use a data action on script load to read the attributes and assign them to variables.  
4. Show the variables in the script.

You already are doing 1 and 4, so you need the attribute data actions unless the callback API allows writing of attributes when you create it.

------------------------------
Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com

Original Message:
Sent: 11-24-2024 20:41
From: Phaneendra Avatapalli
Subject: Set Screen pop Digital bot

Hi Matthew, 

Here is how I included the Genesys data action inside the bot. If you provide me your email address I can send you the script for review. Thank you for your help with this.

------------------------------
Phaneendra Avatapalli
Client Support, Desktop Support

Original Message:
Sent: 11-24-2024 19:58
From: Matthew Raleigh
Subject: Set Screen pop Digital bot

Sorry, I misread what your issue is. Maybe send the JSON of your data action as well as the script. 

------------------------------
Matthew Raleigh
Principal PS Consultant - Genesys Cloud

Original Message:
Sent: 11-24-2024 19:33
From: Phaneendra Avatapalli
Subject: Set Screen pop Digital bot

Hi Matthew, Thank you for your reply. 

The script I am trying to get in to chat interaction but rather a callback (inbound) using Genesys Call Data Actions.

I have a script created, and I'm including it in the scriptID field for the Call Data Action.

Let me know if you have any further insights or suggestions.

Regards

Phaneendra

------------------------------
Phaneendra Avatapalli
Client Support, Desktop Support

Original Message:
Sent: 11-24-2024 17:39
From: Matthew Raleigh
Subject: Set Screen pop Digital bot

I have used many times the slot values as input to script variable.

In Bot, if you have something like below you can take the slot value as output and use as input to script variable

Ask for Slot - Email example

Script example

Example agent view showing Bot conversation and script with email value

If you need to transfer slot values to inbound message flow rather than transfer to ACD within Bot then assign slot value to output of 'call digital blot flow' in inbound message flow then use variable in 'set screen pop', etc..

------------------------------
Matthew Raleigh
Principal PS Consultant - Genesys Cloud

Original Message:
Sent: 11-22-2024 01:39
From: Phaneendra Avatapalli
Subject: Set Screen pop Digital bot

Has anyone successfully set up a Set Screen Pop in a Digital Bot?

I'm currently working on a callback bot where the customer is prompted to provide:

• Email address
• Customer ID number
• Reason for call

I'm using slots to collect this information from the bot. However, I'm facing challenges in passing this data through to the script.

What I've Tried:

1. In the Bot:

   • Used "Update Data" followed by "Set Screen Pop" within the bot flow.
   • Unfortunately, the information isn't being passed through-it shows as empty.

2. In the Inbound Message Flow:

   • Tried placing a "Set Screen Pop" after invoking the bot, followed by a "Set External Tag."
   • Still, the data doesn't reach the script.

Issue:

The script receives empty values, and I can't figure out what's missing or misconfigured.

Request:

Has anyone encountered this issue or have insights on how to successfully pass slot data from the bot to the script using Set Screen Pop? Any advice or examples would be greatly appreciated!

Thanks in advance for your help!

#Digitalchannels #DigitalBots

#DigitalChannels

------------------------------
Phaneendra Avatapalli
Client Support, Desktop Support
------------------------------