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  • 1.  Downloading Sample Flow

    Posted 03-14-2022 17:34
    No replies, thread closed.
    Hello there,

    I am working on creating an advanced survey invite flow to pull email from external contacts. I have created the reusable tasks and when putting together the flow based on the instructions I do not get all of the options within the task. For example when creating the External Contact Path I do not have Inputs as an option. Only Outputs.

    I was trying to download the example flow but cannot seem to get that to work. What application should I be opening the example flow with once I download? Has anyone been able to use the sample to build their own from there?

    Usually the step by step instructions are easy enough to work through and I have had success updating and creating flows but I have been stuck on this one for a bit. Hoping to use the advance flow and canned message to present a much nicer survey invitation. 

    Thanks for any thoughts or advice. (Not looking for professional services at this time as I am 75% of the way there!)
    #ArchitectureandDesign
    #SystemAdministration
    #Unsure/Other

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    Julie Green
    Sentinel Benefits & Financial Group
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  • 2.  RE: Downloading Sample Flow

    Posted 03-14-2022 17:49
    No replies, thread closed.

    To use the sample flow, you need to unzip the file then import it into an existing survey invite flow.  See https://help.mypurecloud.com/articles/import-export-call-flow/

    You're right there's a missing step.  Here's how to fix your flow:

    Open the Get Invite Email Address task.  Add an update data to the beginning.  Add an external contact variable named Task.customerExternalContact. Click on the variable to open the full modal and check Input to task under variables options.  Save.  Delete the update data action (don't worry, the variable still exists).  Now when you go back to the Call Task action that uses this task you should see the inputs section.



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    Melissa Bailey
    Genesys - Employees
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    Original Message


  • 3.  RE: Downloading Sample Flow

    Posted 03-16-2022 10:52
    No replies, thread closed.
    Thank you Melissa,

    This was helpful and I was able to import the sample flow but it doesn't seem to do what it says it's supposed to do. Specifically, how does a contact Opt Out of the survey? This function seems to be missing and I am not sure how to add it into the canned message. I also cannot seem to figure out the variable in the substitutions to pull the contact name. I am looking for better instructions on how to create the appropriate expression in the substitution but seem to be out of my element a bit. Is there an article in the help center or maybe developer help that will show me what functions will pull the correct expression? I just keep getting errors. If this is beyond the scope of this group I understand and will keep looking around to see if I can complete this one. Thanks again. :)

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    Julie Green
    Sentinel Benefits & Financial Group
    ------------------------------

    Original Message


  • 4.  RE: Downloading Sample Flow

    Posted 03-16-2022 17:00
    No replies, thread closed.
    The survey invite flow does not allow an external contact to opt out.  The survey invite flow's job is to decide whether to send the survey invite or not.  It does not interact with the customer at all. 
    An external contact has a field named Opt out of surveys.  As an administrator you can check/uncheck it, or an agent can do it while they're in an interaction with the customer.  https://help.mypurecloud.com/articles/note-an-external-contacts-survey-opt-out-preference/


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    Melissa Bailey
    Genesys - Employees
    ------------------------------

    Original Message


  • 5.  RE: Downloading Sample Flow

    Posted 03-16-2022 17:11
    No replies, thread closed.
    Oh ok. That was my misunderstanding. I will add the opt out preference on the back end of our process in the contact file. I did find that resource article but didn't put that together. Thank you again.

    ------------------------------
    Julie Green
    Sentinel Benefits & Financial Group
    ------------------------------

    Original Message


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