Genesys Cloud - Main

Hi All, 

I am looking to  build a notification campaign that  allow the system to auto notify the patients for their next appointment. 

All set for the new campaign but not sure how to play a different message / script for each patient (Date , time and Doctor/Nurse name)  . the notification need to be done over a phone calls  and not using SMS 

Any idea /thoughts will be appreciated .

Thanks in advance
#Ask Me Anything (AMA)
#ArchitectureandDesign
#Integrations
#Outbound

------------------------------
Bassel NAfaa
Prospero Management Services, LLC.
------------------------------

Bassel,

You would do this utilizing an outbound Architect flow.

Architect gives you many tools to play information to a customer using either prerecorded snippets, or text-to-speech. You could also allow the customer to respond to conform/ cancel etc., if so desired.

We discuss doing this on the Outbound and Architect classes from Beyond.

HTH

Thank you so much Paul for your quick reply, 

Actually , I have created an agentless campaign and integrated an Outflow with the campaign . but the problem I am not sure how to make the system play different appointment information for each patient (Date , Time and script ) .

Ex,  for patient1 the message will like (you appointment for tomorrow at 10am with Doctor. Smith)
      for patient2 the message will like (you appointment for tomorrow at 2pm with nurse. Jonson)

I am trying to do the job in our DEV environment and using a local contact list. because in Production our Data is managed and generated by SF.

Thanks

------------------------------
Bassel NAfaa
Prospero Management Services, LLC.
------------------------------

Original Message:
Sent: 11-16-2021 17:34
From: Paul Simpson
Subject: Campaign Auto notification

Bassel,

You would do this utilizing an outbound Architect flow.

Architect gives you many tools to play information to a customer using either prerecorded snippets, or text-to-speech. You could also allow the customer to respond to conform/ cancel etc., if so desired.

We discuss doing this on the Outbound and Architect classes from Beyond.

HTH

------------------------------
Paul Simpson
Senior Technical Instructor

Original Message:
Sent: 11-16-2021 16:59
From: Bassel NAfaa
Subject: Campaign Auto notification

Hi All,

I am looking to  build a notification campaign that  allow the system to auto notify the patients for their next appointment.

All set for the new campaign but not sure how to play a different message / script for each patient (Date , time and Doctor/Nurse name)  . the notification need to be done over a phone calls  and not using SMS

Any idea /thoughts will be appreciated .

Thanks in advance
#Ask Me Anything (AMA)
#ArchitectureandDesign
#Integrations
#Outbound

------------------------------
Bassel NAfaa
Prospero Management Services, LLC.
------------------------------

You need to make sure you are using the contact lists associated with the campaign in the Outbound Flow.  Then you can use custom data in the columns with TTS or prompt lookups to customize the message that is played by the flow.  See these links:

Configure outbound settings - Genesys Cloud Resource Center (mypurecloud.com)

Advanced lesson: Create an outbound call flow - Genesys Cloud Resource Center (mypurecloud.com)

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com
------------------------------

Original Message:
Sent: 11-16-2021 18:09
From: Bassel NAfaa
Subject: Campaign Auto notification

Thank you so much Paul for your quick reply,

Actually , I have created an agentless campaign and integrated an Outflow with the campaign . but the problem I am not sure how to make the system play different appointment information for each patient (Date , Time and script ) .

Ex,  for patient1 the message will like (you appointment for tomorrow at 10am with Doctor. Smith)
      for patient2 the message will like (you appointment for tomorrow at 2pm with nurse. Jonson)

I am trying to do the job in our DEV environment and using a local contact list. because in Production our Data is managed and generated by SF.

Thanks

------------------------------
Bassel NAfaa
Prospero Management Services, LLC.

Original Message:
Sent: 11-16-2021 17:34
From: Paul Simpson
Subject: Campaign Auto notification

Bassel,

You would do this utilizing an outbound Architect flow.

Architect gives you many tools to play information to a customer using either prerecorded snippets, or text-to-speech. You could also allow the customer to respond to conform/ cancel etc., if so desired.

We discuss doing this on the Outbound and Architect classes from Beyond.

HTH

------------------------------
Paul Simpson
Senior Technical Instructor

Original Message:
Sent: 11-16-2021 16:59
From: Bassel NAfaa
Subject: Campaign Auto notification

Hi All,

I am looking to  build a notification campaign that  allow the system to auto notify the patients for their next appointment.

All set for the new campaign but not sure how to play a different message / script for each patient (Date , time and Doctor/Nurse name)  . the notification need to be done over a phone calls  and not using SMS

Any idea /thoughts will be appreciated .

Thanks in advance
#Ask Me Anything (AMA)
#ArchitectureandDesign
#Integrations
#Outbound

------------------------------
Bassel NAfaa
Prospero Management Services, LLC.
------------------------------

The other option that you have here is to leverage a Data Action to fetch the details dynamically from Salesforce (or any external data source).  You would need some information (like a record ID) stored in the contact record in Dialer to provide the input to the data action.

The one major benefit to taking this approach is that the contact list does not need to be changed any time there is a modification to the elements you're reading back to the customer (in your example: Date , Time and script).  

------------------------------
Richard Schott
Genesys - Employees
------------------------------

Original Message:
Sent: 11-16-2021 19:30
From: Robert Wakefield-Carl
Subject: Campaign Auto notification

You need to make sure you are using the contact lists associated with the campaign in the Outbound Flow.  Then you can use custom data in the columns with TTS or prompt lookups to customize the message that is played by the flow.  See these links:

Configure outbound settings - Genesys Cloud Resource Center (mypurecloud.com)

Advanced lesson: Create an outbound call flow - Genesys Cloud Resource Center (mypurecloud.com)

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com

Original Message:
Sent: 11-16-2021 18:09
From: Bassel NAfaa
Subject: Campaign Auto notification

Thank you so much Paul for your quick reply,

Actually , I have created an agentless campaign and integrated an Outflow with the campaign . but the problem I am not sure how to make the system play different appointment information for each patient (Date , Time and script ) .

Ex,  for patient1 the message will like (you appointment for tomorrow at 10am with Doctor. Smith)
      for patient2 the message will like (you appointment for tomorrow at 2pm with nurse. Jonson)

I am trying to do the job in our DEV environment and using a local contact list. because in Production our Data is managed and generated by SF.

Thanks

------------------------------
Bassel NAfaa
Prospero Management Services, LLC.

Original Message:
Sent: 11-16-2021 17:34
From: Paul Simpson
Subject: Campaign Auto notification

Bassel,

You would do this utilizing an outbound Architect flow.

Architect gives you many tools to play information to a customer using either prerecorded snippets, or text-to-speech. You could also allow the customer to respond to conform/ cancel etc., if so desired.

We discuss doing this on the Outbound and Architect classes from Beyond.

HTH

------------------------------
Paul Simpson
Senior Technical Instructor

Original Message:
Sent: 11-16-2021 16:59
From: Bassel NAfaa
Subject: Campaign Auto notification

Hi All,

I am looking to  build a notification campaign that  allow the system to auto notify the patients for their next appointment.

All set for the new campaign but not sure how to play a different message / script for each patient (Date , time and Doctor/Nurse name)  . the notification need to be done over a phone calls  and not using SMS

Any idea /thoughts will be appreciated .

Thanks in advance
#Ask Me Anything (AMA)
#ArchitectureandDesign
#Integrations
#Outbound

------------------------------
Bassel NAfaa
Prospero Management Services, LLC.
------------------------------

Thank you Richard, we are using a local Contact list uploaded manually to GC . But the next phase with be integrated with SF. 

By now , our supervisor is providing the contact list (Excel file) with patient info (Phone #, Name, Date/time and the reminder message (different message for each patient ) ​.

I tied to use the data tables but did give the expectation. So not sure how the Data Action can be used in this scenario ?  

Thanks

------------------------------
Bassel NAfaa
Prospero Management Services, LLC.
------------------------------

Original Message:
Sent: 11-17-2021 09:29
From: Richard Schott
Subject: Campaign Auto notification

The other option that you have here is to leverage a Data Action to fetch the details dynamically from Salesforce (or any external data source).  You would need some information (like a record ID) stored in the contact record in Dialer to provide the input to the data action.

The one major benefit to taking this approach is that the contact list does not need to be changed any time there is a modification to the elements you're reading back to the customer (in your example: Date , Time and script).  

------------------------------
Richard Schott
Genesys - Employees

Original Message:
Sent: 11-16-2021 19:30
From: Robert Wakefield-Carl
Subject: Campaign Auto notification

You need to make sure you are using the contact lists associated with the campaign in the Outbound Flow.  Then you can use custom data in the columns with TTS or prompt lookups to customize the message that is played by the flow.  See these links:

Configure outbound settings - Genesys Cloud Resource Center (mypurecloud.com)

Advanced lesson: Create an outbound call flow - Genesys Cloud Resource Center (mypurecloud.com)

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com

Original Message:
Sent: 11-16-2021 18:09
From: Bassel NAfaa
Subject: Campaign Auto notification

Thank you so much Paul for your quick reply,

Actually , I have created an agentless campaign and integrated an Outflow with the campaign . but the problem I am not sure how to make the system play different appointment information for each patient (Date , Time and script ) .

Ex,  for patient1 the message will like (you appointment for tomorrow at 10am with Doctor. Smith)
      for patient2 the message will like (you appointment for tomorrow at 2pm with nurse. Jonson)

I am trying to do the job in our DEV environment and using a local contact list. because in Production our Data is managed and generated by SF.

Thanks

------------------------------
Bassel NAfaa
Prospero Management Services, LLC.

Original Message:
Sent: 11-16-2021 17:34
From: Paul Simpson
Subject: Campaign Auto notification

Bassel,

You would do this utilizing an outbound Architect flow.

Architect gives you many tools to play information to a customer using either prerecorded snippets, or text-to-speech. You could also allow the customer to respond to conform/ cancel etc., if so desired.

We discuss doing this on the Outbound and Architect classes from Beyond.

HTH

------------------------------
Paul Simpson
Senior Technical Instructor

Original Message:
Sent: 11-16-2021 16:59
From: Bassel NAfaa
Subject: Campaign Auto notification

Hi All,

I am looking to  build a notification campaign that  allow the system to auto notify the patients for their next appointment.

All set for the new campaign but not sure how to play a different message / script for each patient (Date , time and Doctor/Nurse name)  . the notification need to be done over a phone calls  and not using SMS

Any idea /thoughts will be appreciated .

Thanks in advance
#Ask Me Anything (AMA)
#ArchitectureandDesign
#Integrations
#Outbound

------------------------------
Bassel NAfaa
Prospero Management Services, LLC.
------------------------------

if the data is in the contact list, then you'll just use the "get Participant data" to fetch the contact list attribute (which are set in the "outbound" settings in the left hand menu in architect) and feed that to the TTS module:

Where the data action comes in to things is when you're looking to fetch the data dynamically from Salesforce.  You'll use a contact list field to denote the salesforce record you're going to look up, then use the same "get participant data" step to fetch the info from the contact list.  Then you'll feed that as the input to your data action, with the outputs of the data action being all the info you're looking up.  You'll feed those outputs to the TTS to read them back to the caller.  

------------------------------
Richard Schott
Genesys - Employees
------------------------------

Original Message:
Sent: 11-18-2021 11:25
From: Bassel NAfaa
Subject: Campaign Auto notification

Thank you Richard, we are using a local Contact list uploaded manually to GC . But the next phase with be integrated with SF.

By now , our supervisor is providing the contact list (Excel file) with patient info (Phone #, Name, Date/time and the reminder message (different message for each patient ) ​.

I tied to use the data tables but did give the expectation. So not sure how the Data Action can be used in this scenario ?

Thanks

------------------------------
Bassel NAfaa
Prospero Management Services, LLC.

Original Message:
Sent: 11-17-2021 09:29
From: Richard Schott
Subject: Campaign Auto notification

The other option that you have here is to leverage a Data Action to fetch the details dynamically from Salesforce (or any external data source).  You would need some information (like a record ID) stored in the contact record in Dialer to provide the input to the data action.

The one major benefit to taking this approach is that the contact list does not need to be changed any time there is a modification to the elements you're reading back to the customer (in your example: Date , Time and script).  

------------------------------
Richard Schott
Genesys - Employees

Original Message:
Sent: 11-16-2021 19:30
From: Robert Wakefield-Carl
Subject: Campaign Auto notification

You need to make sure you are using the contact lists associated with the campaign in the Outbound Flow.  Then you can use custom data in the columns with TTS or prompt lookups to customize the message that is played by the flow.  See these links:

Configure outbound settings - Genesys Cloud Resource Center (mypurecloud.com)

Advanced lesson: Create an outbound call flow - Genesys Cloud Resource Center (mypurecloud.com)

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com

Original Message:
Sent: 11-16-2021 18:09
From: Bassel NAfaa
Subject: Campaign Auto notification

Thank you so much Paul for your quick reply,

Actually , I have created an agentless campaign and integrated an Outflow with the campaign . but the problem I am not sure how to make the system play different appointment information for each patient (Date , Time and script ) .

Ex,  for patient1 the message will like (you appointment for tomorrow at 10am with Doctor. Smith)
      for patient2 the message will like (you appointment for tomorrow at 2pm with nurse. Jonson)

I am trying to do the job in our DEV environment and using a local contact list. because in Production our Data is managed and generated by SF.

Thanks

------------------------------
Bassel NAfaa
Prospero Management Services, LLC.

Original Message:
Sent: 11-16-2021 17:34
From: Paul Simpson
Subject: Campaign Auto notification

Bassel,

You would do this utilizing an outbound Architect flow.

Architect gives you many tools to play information to a customer using either prerecorded snippets, or text-to-speech. You could also allow the customer to respond to conform/ cancel etc., if so desired.

We discuss doing this on the Outbound and Architect classes from Beyond.

HTH

------------------------------
Paul Simpson
Senior Technical Instructor

Original Message:
Sent: 11-16-2021 16:59
From: Bassel NAfaa
Subject: Campaign Auto notification

Hi All,

I am looking to  build a notification campaign that  allow the system to auto notify the patients for their next appointment.

All set for the new campaign but not sure how to play a different message / script for each patient (Date , time and Doctor/Nurse name)  . the notification need to be done over a phone calls  and not using SMS

Any idea /thoughts will be appreciated .

Thanks in advance
#Ask Me Anything (AMA)
#ArchitectureandDesign
#Integrations
#Outbound

------------------------------
Bassel NAfaa
Prospero Management Services, LLC.
------------------------------

Thank you Robert , but we are not using any bridges.

------------------------------
Bassel NAfaa
Prospero Management Services, LLC.
------------------------------

Original Message:
Sent: 11-16-2021 19:30
From: Robert Wakefield-Carl
Subject: Campaign Auto notification

You need to make sure you are using the contact lists associated with the campaign in the Outbound Flow.  Then you can use custom data in the columns with TTS or prompt lookups to customize the message that is played by the flow.  See these links:

Configure outbound settings - Genesys Cloud Resource Center (mypurecloud.com)

Advanced lesson: Create an outbound call flow - Genesys Cloud Resource Center (mypurecloud.com)

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com

Original Message:
Sent: 11-16-2021 18:09
From: Bassel NAfaa
Subject: Campaign Auto notification

Thank you so much Paul for your quick reply,

Actually , I have created an agentless campaign and integrated an Outflow with the campaign . but the problem I am not sure how to make the system play different appointment information for each patient (Date , Time and script ) .

Ex,  for patient1 the message will like (you appointment for tomorrow at 10am with Doctor. Smith)
      for patient2 the message will like (you appointment for tomorrow at 2pm with nurse. Jonson)

I am trying to do the job in our DEV environment and using a local contact list. because in Production our Data is managed and generated by SF.

Thanks

------------------------------
Bassel NAfaa
Prospero Management Services, LLC.

Original Message:
Sent: 11-16-2021 17:34
From: Paul Simpson
Subject: Campaign Auto notification

Bassel,

You would do this utilizing an outbound Architect flow.

Architect gives you many tools to play information to a customer using either prerecorded snippets, or text-to-speech. You could also allow the customer to respond to conform/ cancel etc., if so desired.

We discuss doing this on the Outbound and Architect classes from Beyond.

HTH

------------------------------
Paul Simpson
Senior Technical Instructor

Original Message:
Sent: 11-16-2021 16:59
From: Bassel NAfaa
Subject: Campaign Auto notification

Hi All,

I am looking to  build a notification campaign that  allow the system to auto notify the patients for their next appointment.

All set for the new campaign but not sure how to play a different message / script for each patient (Date , time and Doctor/Nurse name)  . the notification need to be done over a phone calls  and not using SMS

Any idea /thoughts will be appreciated .

Thanks in advance
#Ask Me Anything (AMA)
#ArchitectureandDesign
#Integrations
#Outbound

------------------------------
Bassel NAfaa
Prospero Management Services, LLC.
------------------------------

That article is a little outdated, as data actions are the replacement for the bridge.  however the concepts in that article are exactly the same for data actions as they are for the bridge.  Simple replace "call bridge action" with "call data action", and the article explains step by step how to setup dynamic references to CRM data for use in an outbound flow.

------------------------------
Richard Schott
Genesys - Employees
------------------------------

Original Message:
Sent: 11-18-2021 11:17
From: Bassel NAfaa
Subject: Campaign Auto notification

Thank you Robert , but we are not using any bridges.

------------------------------
Bassel NAfaa
Prospero Management Services, LLC.

Original Message:
Sent: 11-16-2021 19:30
From: Robert Wakefield-Carl
Subject: Campaign Auto notification

You need to make sure you are using the contact lists associated with the campaign in the Outbound Flow.  Then you can use custom data in the columns with TTS or prompt lookups to customize the message that is played by the flow.  See these links:

Configure outbound settings - Genesys Cloud Resource Center (mypurecloud.com)

Advanced lesson: Create an outbound call flow - Genesys Cloud Resource Center (mypurecloud.com)

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com

Original Message:
Sent: 11-16-2021 18:09
From: Bassel NAfaa
Subject: Campaign Auto notification

Thank you so much Paul for your quick reply,

Actually , I have created an agentless campaign and integrated an Outflow with the campaign . but the problem I am not sure how to make the system play different appointment information for each patient (Date , Time and script ) .

Ex,  for patient1 the message will like (you appointment for tomorrow at 10am with Doctor. Smith)
      for patient2 the message will like (you appointment for tomorrow at 2pm with nurse. Jonson)

I am trying to do the job in our DEV environment and using a local contact list. because in Production our Data is managed and generated by SF.

Thanks

------------------------------
Bassel NAfaa
Prospero Management Services, LLC.

Original Message:
Sent: 11-16-2021 17:34
From: Paul Simpson
Subject: Campaign Auto notification

Bassel,

You would do this utilizing an outbound Architect flow.

Architect gives you many tools to play information to a customer using either prerecorded snippets, or text-to-speech. You could also allow the customer to respond to conform/ cancel etc., if so desired.

We discuss doing this on the Outbound and Architect classes from Beyond.

HTH

------------------------------
Paul Simpson
Senior Technical Instructor

Original Message:
Sent: 11-16-2021 16:59
From: Bassel NAfaa
Subject: Campaign Auto notification

Hi All,

I am looking to  build a notification campaign that  allow the system to auto notify the patients for their next appointment.

All set for the new campaign but not sure how to play a different message / script for each patient (Date , time and Doctor/Nurse name)  . the notification need to be done over a phone calls  and not using SMS

Any idea /thoughts will be appreciated .

Thanks in advance
#Ask Me Anything (AMA)
#ArchitectureandDesign
#Integrations
#Outbound

------------------------------
Bassel NAfaa
Prospero Management Services, LLC.
------------------------------