Genesys Cloud - Main

I need to capture external contact information. I'm seeking to leverage the external contact block, but I'm having trouble finding what sort of expression I should be using to capture the contact details. Can anyone help here? Thanks.

#ArchitectureandDesign

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Asia Russell
WFM & Business Analytics Manager
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Hi Asia,

To get external contact details from that variable, you should add another "dot" (.) at the end, and then you will have access to several other variables related to the External Contact.

I'm not sure if the information you need will be there, if it's custom fields probably not, for that you would need to go through APIs I believe.

But for the default fields, just try that:

I need to capture external contact information. I'm seeking to leverage the external contact block, but I'm having trouble finding what sort of expression I should be using to capture the contact details. Can anyone help here? Thanks.

#ArchitectandDesign

------------------------------
Asia Russell
WFM & Business Analytics Manager
------------------------------

To add a little more...

In the Get External Contact action you should use the built-in variable Call.ExternalContactId (presuming a Call flow...equivalent variable in other flow types) in the External Contact ID field.

The variable you put in the External Contact Result field is the one that will then have all the other value attached and accessed through .firstName etc.

Hi Asia,

To get external contact details from that variable, you should add another "dot" (.) at the end, and then you will have access to several other variables related to the External Contact.

I'm not sure if the information you need will be there, if it's custom fields probably not, for that you would need to go through APIs I believe.

But for the default fields, just try that:

I need to capture external contact information. I'm seeking to leverage the external contact block, but I'm having trouble finding what sort of expression I should be using to capture the contact details. Can anyone help here? Thanks.

#ArchitectandDesign

------------------------------
Asia Russell
WFM & Business Analytics Manager
------------------------------

Hi Asia,

To get external contact details from that variable, you should add another "dot" (.) at the end, and then you will have access to several other variables related to the External Contact.

I'm not sure if the information you need will be there, if it's custom fields probably not, for that you would need to go through APIs I believe.

But for the default fields, just try that:

I need to capture external contact information. I'm seeking to leverage the external contact block, but I'm having trouble finding what sort of expression I should be using to capture the contact details. Can anyone help here? Thanks.

#ArchitectandDesign

------------------------------
Asia Russell
WFM & Business Analytics Manager
------------------------------