Genesys Cloud - Main

Hello,

We are looking into a solution where a form submission on our contact page is added to either a running campaign or queue if possible. The form will capture their numbers, name, email, etc. and possible a scheduled time to call. 

From my understanding, once a campaign is running, new numbers are not allowed to be added? What if we added it through API?

If campaign or queue is not an option for this use case, what is the best solution in this case?

Thank you in advance.

I can't seem to find a REST API that would allow you to insert contacts to an in-flight campaign. 

A quick read https://help.mypurecloud.com/articles/edit-existing-campaign/ indicates to me that you can't change the contact list for a running campaign. What happens if you Pause a campaign?

Hello,

We are looking into a solution where a form submission on our contact page is added to either a running campaign or queue if possible. The form will capture their numbers, name, email, etc. and possible a scheduled time to call. 

From my understanding, once a campaign is running, new numbers are not allowed to be added? What if we added it through API?

If campaign or queue is not an option for this use case, what is the best solution in this case?

Thank you in advance.

Thanks for the reply, we receive form fills throughout the day so pausing it wouldn't be practical for every form submission. What I am looking for is something like an outbound queue where we can insert form fill submissions into, and this queue would then automatically call the person that submitted the inquiry ASAP to get a booking done.

Speaking with our implementation team, it doesn't seem to be possible out of the box.

------------------------------
Justin Wong
Amen Clinics

Original Message:
Sent: 05-03-2023 16:05
From: Max Gill
Subject: Form submissions into an outbound call list

I can't seem to find a REST API that would allow you to insert contacts to an in-flight campaign. 

A quick read https://help.mypurecloud.com/articles/edit-existing-campaign/ indicates to me that you can't change the contact list for a running campaign. What happens if you Pause a campaign?

------------------------------
Maksim Gill
Eccentex (Advanced Case and Email Management Platform for Genesys)
https://www.eccentex.com/genesys

Original Message:
Sent: 05-03-2023 12:45
From: Justin Wong
Subject: Form submissions into an outbound call list

Hello,

We are looking into a solution where a form submission on our contact page is added to either a running campaign or queue if possible. The form will capture their numbers, name, email, etc. and possible a scheduled time to call. 

From my understanding, once a campaign is running, new numbers are not allowed to be added? What if we added it through API?

If campaign or queue is not an option for this use case, what is the best solution in this case?

Thank you in advance.

#ArchitectureandDesign
#Omni-ChannelDesktop/UserInterface
#Outbound

------------------------------
Justin Wong
Amen Clinics
------------------------------

Got it. 

I don't want to be salesy, but we implemented a more advanced dynamic campaign management system for Genesys Cloud using our platform. Happy to give you a demo on it and see if it fits your needs.

Send me a message on here and I'll show you what we have.  

------------------------------
Maksim Gill
Eccentex (Advanced Case and Email Management Platform for Genesys)
https://www.eccentex.com/genesys

Original Message:
Sent: 05-03-2023 16:45
From: Justin Wong
Subject: Form submissions into an outbound call list

Thanks for the reply, we receive form fills throughout the day so pausing it wouldn't be practical for every form submission. What I am looking for is something like an outbound queue where we can insert form fill submissions into, and this queue would then automatically call the person that submitted the inquiry ASAP to get a booking done.

Speaking with our implementation team, it doesn't seem to be possible out of the box.

------------------------------
Justin Wong
Amen Clinics

Original Message:
Sent: 05-03-2023 16:05
From: Max Gill
Subject: Form submissions into an outbound call list

I can't seem to find a REST API that would allow you to insert contacts to an in-flight campaign. 

A quick read https://help.mypurecloud.com/articles/edit-existing-campaign/ indicates to me that you can't change the contact list for a running campaign. What happens if you Pause a campaign?

------------------------------
Maksim Gill
Eccentex (Advanced Case and Email Management Platform for Genesys)
https://www.eccentex.com/genesys

Original Message:
Sent: 05-03-2023 12:45
From: Justin Wong
Subject: Form submissions into an outbound call list

Hello,

We are looking into a solution where a form submission on our contact page is added to either a running campaign or queue if possible. The form will capture their numbers, name, email, etc. and possible a scheduled time to call. 

From my understanding, once a campaign is running, new numbers are not allowed to be added? What if we added it through API?

If campaign or queue is not an option for this use case, what is the best solution in this case?

Thank you in advance.

#ArchitectureandDesign
#Omni-ChannelDesktop/UserInterface
#Outbound

------------------------------
Justin Wong
Amen Clinics
------------------------------

Thank Max, is the service found here? https://www.eccentex.com/genesys

Got it. 

I don't want to be salesy, but we implemented a more advanced dynamic campaign management system for Genesys Cloud using our platform. Happy to give you a demo on it and see if it fits your needs.

Send me a message on here and I'll show you what we have.  

------------------------------
Maksim Gill
Eccentex (Advanced Case and Email Management Platform for Genesys)
https://www.eccentex.com/genesys

Original Message:
Sent: 05-03-2023 16:45
From: Justin Wong
Subject: Form submissions into an outbound call list

Thanks for the reply, we receive form fills throughout the day so pausing it wouldn't be practical for every form submission. What I am looking for is something like an outbound queue where we can insert form fill submissions into, and this queue would then automatically call the person that submitted the inquiry ASAP to get a booking done.

Speaking with our implementation team, it doesn't seem to be possible out of the box.

------------------------------
Justin Wong
Amen Clinics

Original Message:
Sent: 05-03-2023 16:05
From: Max Gill
Subject: Form submissions into an outbound call list

I can't seem to find a REST API that would allow you to insert contacts to an in-flight campaign. 

A quick read https://help.mypurecloud.com/articles/edit-existing-campaign/ indicates to me that you can't change the contact list for a running campaign. What happens if you Pause a campaign?

------------------------------
Maksim Gill
Eccentex (Advanced Case and Email Management Platform for Genesys)
https://www.eccentex.com/genesys

Original Message:
Sent: 05-03-2023 12:45
From: Justin Wong
Subject: Form submissions into an outbound call list

Hello,

We are looking into a solution where a form submission on our contact page is added to either a running campaign or queue if possible. The form will capture their numbers, name, email, etc. and possible a scheduled time to call. 

From my understanding, once a campaign is running, new numbers are not allowed to be added? What if we added it through API?

If campaign or queue is not an option for this use case, what is the best solution in this case?

Thank you in advance.

#ArchitectureandDesign
#Omni-ChannelDesktop/UserInterface
#Outbound

------------------------------
Justin Wong
Amen Clinics
------------------------------

Yes, that's the platform that we delivered this use-case on.

Thank Max, is the service found here? https://www.eccentex.com/genesys

Got it. 

I don't want to be salesy, but we implemented a more advanced dynamic campaign management system for Genesys Cloud using our platform. Happy to give you a demo on it and see if it fits your needs.

Send me a message on here and I'll show you what we have.  

------------------------------
Maksim Gill
Eccentex (Advanced Case and Email Management Platform for Genesys)
https://www.eccentex.com/genesys

Original Message:
Sent: 05-03-2023 16:45
From: Justin Wong
Subject: Form submissions into an outbound call list

Thanks for the reply, we receive form fills throughout the day so pausing it wouldn't be practical for every form submission. What I am looking for is something like an outbound queue where we can insert form fill submissions into, and this queue would then automatically call the person that submitted the inquiry ASAP to get a booking done.

Speaking with our implementation team, it doesn't seem to be possible out of the box.

------------------------------
Justin Wong
Amen Clinics

Original Message:
Sent: 05-03-2023 16:05
From: Max Gill
Subject: Form submissions into an outbound call list

I can't seem to find a REST API that would allow you to insert contacts to an in-flight campaign. 

A quick read https://help.mypurecloud.com/articles/edit-existing-campaign/ indicates to me that you can't change the contact list for a running campaign. What happens if you Pause a campaign?

------------------------------
Maksim Gill
Eccentex (Advanced Case and Email Management Platform for Genesys)
https://www.eccentex.com/genesys

Original Message:
Sent: 05-03-2023 12:45
From: Justin Wong
Subject: Form submissions into an outbound call list

Hello,

We are looking into a solution where a form submission on our contact page is added to either a running campaign or queue if possible. The form will capture their numbers, name, email, etc. and possible a scheduled time to call. 

From my understanding, once a campaign is running, new numbers are not allowed to be added? What if we added it through API?

If campaign or queue is not an option for this use case, what is the best solution in this case?

Thank you in advance.

#ArchitectureandDesign
#Omni-ChannelDesktop/UserInterface
#Outbound

------------------------------
Justin Wong
Amen Clinics
------------------------------

Hello,

We are looking into a solution where a form submission on our contact page is added to either a running campaign or queue if possible. The form will capture their numbers, name, email, etc. and possible a scheduled time to call. 

From my understanding, once a campaign is running, new numbers are not allowed to be added? What if we added it through API?

If campaign or queue is not an option for this use case, what is the best solution in this case?

Thank you in advance.

Hello,

We are looking into a solution where a form submission on our contact page is added to either a running campaign or queue if possible. The form will capture their numbers, name, email, etc. and possible a scheduled time to call. 

From my understanding, once a campaign is running, new numbers are not allowed to be added? What if we added it through API?

If campaign or queue is not an option for this use case, what is the best solution in this case?

Thank you in advance.

Hi Justin,

Can you explain the use case a little more for me please?
1. The form submission, I'm assuming it is done on a customer facing website, are you looking to have this data stored in Genesys Cloud, or is it potentially stored in some other system of record and triggering a callback at the scheduled time in Genesys cloud and a desire to display that information to the resource performing the callback?
2. For the scheduled callbacks, is the business looking for a single call attempt to connect with that customer or potentially multiple attempts to connect?

We have done collaborations with customer teams to have a web form completed on a customer facing website that creates a scheduled callback directly in a queue. However it may not snapshot all the contact information that you shared from the form design, which might be a reason to do this with an Outbound campaign oriented work flow.

Overall, providing a strong recommendation for the use case will probably require some more time understanding the full use case and what other systems are involved.

Tim

Hello,

We are looking into a solution where a form submission on our contact page is added to either a running campaign or queue if possible. The form will capture their numbers, name, email, etc. and possible a scheduled time to call. 

From my understanding, once a campaign is running, new numbers are not allowed to be added? What if we added it through API?

If campaign or queue is not an option for this use case, what is the best solution in this case?

Thank you in advance.

Hi Tim,

Thank you for this option which seems to work for our use case. 

Please see below for additional details:

Can you explain the use case a little more for me please?
1. The form submission, I'm assuming it is done on a customer facing website, are you looking to have this data stored in Genesys Cloud, or is it potentially stored in some other system of record and triggering a callback at the scheduled time in Genesys cloud and a desire to display that information to the resource performing the callback? 

Correct, performed on our contact page, we are planning to push this data to Genesys and Salesforce depending on what each system needs. Salesforce will pull in majority of this data. 

2. For the scheduled callbacks, is the business looking for a single call attempt to connect with that customer or potentially multiple attempts to connect?

There will be multiple attempts. The general call flow is Form

Submission > First Call Attempt { If Failed/VM, attempt again in 2 days with 2 max attempts || If Success complete call as normal}

Hi Justin,

Can you explain the use case a little more for me please?
1. The form submission, I'm assuming it is done on a customer facing website, are you looking to have this data stored in Genesys Cloud, or is it potentially stored in some other system of record and triggering a callback at the scheduled time in Genesys cloud and a desire to display that information to the resource performing the callback?
2. For the scheduled callbacks, is the business looking for a single call attempt to connect with that customer or potentially multiple attempts to connect?

We have done collaborations with customer teams to have a web form completed on a customer facing website that creates a scheduled callback directly in a queue. However it may not snapshot all the contact information that you shared from the form design, which might be a reason to do this with an Outbound campaign oriented work flow.

Overall, providing a strong recommendation for the use case will probably require some more time understanding the full use case and what other systems are involved.

Tim

Hello,

We are looking into a solution where a form submission on our contact page is added to either a running campaign or queue if possible. The form will capture their numbers, name, email, etc. and possible a scheduled time to call. 

From my understanding, once a campaign is running, new numbers are not allowed to be added? What if we added it through API?

If campaign or queue is not an option for this use case, what is the best solution in this case?

Thank you in advance.

Hi Andrew,

Thank you for sharing some more insight into the use case.  

With the requirement of multiple call attempts following the first scheduled callback attempt, if unsuccessfully, I strongly recommend leveraging the outbound campaign tools for this.  Others have mentioned a blueprint in the thread that can help connect you to some of the right resources.

The team will have multiple ways to share that lead form data submission to Genesys Cloud to be loaded to the campaign's contact list.  If you're already using a Salesforce embedded client with Genesys Cloud, then you may be able to leverage some of the built in capabilities with that integration.  Alternatively, I would focus on the form submission creates a contact in the contact list for the outbound campaign through some API calls.

Feel free to reach out if you need more help with this, some of what is being shared is advanced concepts to deliver the solution if the team is just starting out. 

Overall, it sounds like there are a lot of moving parts to deliver the overall business outcomes and it sounds like a fun project to deliver!

Tim

Hi Tim,

Thank you for this option which seems to work for our use case. 

Please see below for additional details:

Can you explain the use case a little more for me please?
1. The form submission, I'm assuming it is done on a customer facing website, are you looking to have this data stored in Genesys Cloud, or is it potentially stored in some other system of record and triggering a callback at the scheduled time in Genesys cloud and a desire to display that information to the resource performing the callback? 

Correct, performed on our contact page, we are planning to push this data to Genesys and Salesforce depending on what each system needs. Salesforce will pull in majority of this data. 

2. For the scheduled callbacks, is the business looking for a single call attempt to connect with that customer or potentially multiple attempts to connect?

There will be multiple attempts. The general call flow is Form

Submission > First Call Attempt { If Failed/VM, attempt again in 2 days with 2 max attempts || If Success complete call as normal}

Hi Justin,

Can you explain the use case a little more for me please?
1. The form submission, I'm assuming it is done on a customer facing website, are you looking to have this data stored in Genesys Cloud, or is it potentially stored in some other system of record and triggering a callback at the scheduled time in Genesys cloud and a desire to display that information to the resource performing the callback?
2. For the scheduled callbacks, is the business looking for a single call attempt to connect with that customer or potentially multiple attempts to connect?

We have done collaborations with customer teams to have a web form completed on a customer facing website that creates a scheduled callback directly in a queue. However it may not snapshot all the contact information that you shared from the form design, which might be a reason to do this with an Outbound campaign oriented work flow.

Overall, providing a strong recommendation for the use case will probably require some more time understanding the full use case and what other systems are involved.

Tim

Hello,

We are looking into a solution where a form submission on our contact page is added to either a running campaign or queue if possible. The form will capture their numbers, name, email, etc. and possible a scheduled time to call. 

From my understanding, once a campaign is running, new numbers are not allowed to be added? What if we added it through API?

If campaign or queue is not an option for this use case, what is the best solution in this case?

Thank you in advance.

Hello,

We are looking into a solution where a form submission on our contact page is added to either a running campaign or queue if possible. The form will capture their numbers, name, email, etc. and possible a scheduled time to call. 

From my understanding, once a campaign is running, new numbers are not allowed to be added? What if we added it through API?

If campaign or queue is not an option for this use case, what is the best solution in this case?

Thank you in advance.

Hello,

We are looking into a solution where a form submission on our contact page is added to either a running campaign or queue if possible. The form will capture their numbers, name, email, etc. and possible a scheduled time to call. 

From my understanding, once a campaign is running, new numbers are not allowed to be added? What if we added it through API?

If campaign or queue is not an option for this use case, what is the best solution in this case?

Thank you in advance.

Hello,

We are looking into a solution where a form submission on our contact page is added to either a running campaign or queue if possible. The form will capture their numbers, name, email, etc. and possible a scheduled time to call. 

From my understanding, once a campaign is running, new numbers are not allowed to be added? What if we added it through API?

If campaign or queue is not an option for this use case, what is the best solution in this case?

Thank you in advance.

You can add a contact to a running campaign without stopping or recycling. You can try this out yourself in the API Explorer in the Dev center.

look for this API:

Hello,

We are looking into a solution where a form submission on our contact page is added to either a running campaign or queue if possible. The form will capture their numbers, name, email, etc. and possible a scheduled time to call. 

From my understanding, once a campaign is running, new numbers are not allowed to be added? What if we added it through API?

If campaign or queue is not an option for this use case, what is the best solution in this case?

Thank you in advance.

Hello,

We are looking into a solution where a form submission on our contact page is added to either a running campaign or queue if possible. The form will capture their numbers, name, email, etc. and possible a scheduled time to call. 

From my understanding, once a campaign is running, new numbers are not allowed to be added? What if we added it through API?

If campaign or queue is not an option for this use case, what is the best solution in this case?

Thank you in advance.

Hi @Justin Wong - you have an answer on the newest episode of the Q&A Show at the 30:16 minute mark, along with this link for more resources. Hope this helps!

Hello,

We are looking into a solution where a form submission on our contact page is added to either a running campaign or queue if possible. The form will capture their numbers, name, email, etc. and possible a scheduled time to call. 

From my understanding, once a campaign is running, new numbers are not allowed to be added? What if we added it through API?

If campaign or queue is not an option for this use case, what is the best solution in this case?

Thank you in advance.