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  • 1.  Get external contact

    Posted 04-20-2023 15:43
    No replies, thread closed.

    I am using a bot to collect the customers email address, then using the email address in a search external contact in architect. Then im using that found contact ID and using Get external contact, and It is found, but how do use this to load the external contact for the agent in web messaging? 


    #ArchitectureandDesign
    #ConversationalAI(Bots,AgentAssist,etc.)
    #DigitalChannels

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    Nick Argeson
    Bethlehem Shared Services LLC.
    ------------------------------


  • 2.  RE: Get external contact

    Posted 04-21-2023 02:21
    Edited by Angelo Cicchitto 04-21-2023 02:21
    No replies, thread closed.

    Hi Nick - well done! If another contact record already exist, you may have to merge the current interaction (which is implicitly assigned an ephemeral contact-Id) to the existing contact-ID. See merging contacts here: https://developer.genesys.cloud/commdigital/externalcontacts/contact-merges#merging-contacts



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    Angelo Cicchitto
    Genesys - Employees
    ------------------------------

    Original Message


  • 3.  RE: Get external contact

    Posted 04-21-2023 04:06
    No replies, thread closed.

    Hi Nick,

    I recently played around with this building a bot that would identify and collect missing information for a user.
    It depends how complex you want to make it.

    The simple solution would be just to use PUT /api/v2/externalcontacts/conversations/{conversationId} to associate the contact with the current conversation.
    This would show both the ephemeral and curated contact to the agent when they receive the chat.

    You can also chose to merge the two contacts, which creates a new canonical contact that you can associate with the conversation.
    In this case the next time the same customer uses web chat you don't need to ask for e-mail as it would already be identified, unless they clear browser cookies or use a different device.



    ------------------------------
    Jan Heinonen
    Contact Center Specialist
    GlobalConnect AB
    ------------------------------

    Original Message


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