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Alex Sander Felicio

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RE: Audits for ACD Routing Skills and Languages – Namespace Update

Posted By Alex Sander Felicio 01-29-2026 14:43
Found In Egroup: Genesys Cloud - Developer Announcements! \ view thread
Hi Ananya, thanks for the heads-up. Just to confirm: starting Jan 19, 2026, audits for changes to ACD routing skills and languages will be logged under serviceName = Routing (instead of Directory) in the Audit Viewer, and the underlying audit records themselves are unchanged aside from the service name ...

RE: Setting users as inactive

Posted By Alex Sander Felicio 01-29-2026 14:40
Found In Egroup: Genesys Cloud - Developer Community! \ view thread
Yes, it's doable and your approach makes sense: read the termination email → extract an identifier (ideally the user's email) → use Users API to find the user → call PUT /api/v2/users/(userId)/state to set them inactive. Best practice: do the parsing/sanitizing outside Genesys (Power Automate / Logic ...

RE: Count number of call transferred to external number

Posted By Alex Sander Felicio 01-29-2026 14:39
Found In Egroup: Genesys Cloud - Developer Community! \ view thread
There isn't a single "Flow Destinations view = API" endpoint, but you can reproduce the metric by pulling Conversation Details and grouping by the transfer destination: Use GET /api/v2/analytics/conversations/(conversationId)/details for a single conversation, or (better for reporting) Use the ...

RE: QualityAPI problems with privateComments

Posted By Alex Sander Felicio 01-29-2026 14:36
Found In Egroup: Genesys Cloud - Developer Community! \ view thread
To get privateComments back from GET /api/v2/quality/conversations/(conversationId)/evaluations/(evaluationId), the missing permission is: Quality > Evaluation > Assign. Genesys Cloud appears to treat private comments as part of the "assign/review" workflow (not just basic "view"), so a role that ...

how to handle repeated button clicks / duplicated customer messages without triggering the same path twice?

Posted By Alex Sander Felicio 01-28-2026 13:28
Found In Egroup: Genesys Cloud - Developer Community! \ view thread
Hi everyone, In a Digital Bot Flow, I'm using quick replies/buttons (and sometimes free-text). In some cases, customers tap the same button multiple times or the channel delivers duplicate messages (latency/retry), and the bot ends up running the same action twice (e.g., calling a Data Action twice, ...

RE: Introduce Yourself!

Hi ------------------------------ Alex Sander Felicio ------------------------------

RE: Introduce Yourself! (Get Points for the Contest!)

Posted By Alex Sander Felicio 01-27-2026 14:05
Found In Egroup: Welcome Community \ view thread
Hi everyone, good afternoon! My name is Alex, and I work as a Genesys Cloud developer, mainly with Architect flows and digital experiences. I'm always exploring integrations and ways to improve customer journeys. Outside of work, I'm into sports and staying active. Looking forward to learning from you ...

RE: What's YOUR favorite Genesys feature? VOTE IN THE POLL NOW!

Posted By Alex Sander Felicio 01-27-2026 12:19
Found In Egroup: Genesys Cloud - Main \ view thread
voted ------------------------------ Alex Sander Felicio ------------------------------

RE: How to identify disconnected mails

Posted By Alex Sander Felicio 01-27-2026 12:09
Found In Egroup: Genesys Cloud - Developer Community! \ view thread
For email in a Conversation Detail Job, the most reliable way is: Find the participant with purpose = "agent" Inside it, locate the last segment (by segmentEnd) If that segment has disconnectType = "client", it indicates the agent ended/disconnected from the UI (e.g., End/Discard). disconnectReason ...

collecting 2 required fields when the user can send one, both, or invalid data (state machine approach)

Posted By Alex Sander Felicio 01-27-2026 12:06
Found In Egroup: Genesys Cloud - Developer Community! \ view thread
Hi everyone, In a Digital Bot Flow, I need to collect two required pieces of information from the customer (e.g., CPF and Date of Birth), but the customer may send: Only the CPF Only the date Both in the same message Or invalid data first and then correct it How would you implement a state-machine ...