Genesys Cloud - Main

Good morning,

I was wondering if there a way from a workflow trigger by predictive management, to link a journey session with an external contact. So in Live Now view, the information about the external contact become visible?

Thanks

Good morning,

I was wondering if there a way from a workflow trigger by predictive management, to link a journey session with an external contact. So in Live Now view, the information about the external contact become visible?

Thanks

Hi Sebastien. What are you trying to achieve?

The Web Visit is already implicitly assigned to an Ephemeral External Contact by default. Your Workflow flow triggered by Predictive Engagement should have access to all necessary identifiers to operate with the Web Session and the External Contact APIs.

Good morning,

I was wondering if there a way from a workflow trigger by predictive management, to link a journey session with an external contact. So in Live Now view, the information about the external contact become visible?

Thanks

Hi Angelo,

I'm trying to provide externalcontact information to Live Now session in predictive engagement. Right now the session are tag Unknown, I'm trying to find a way to display externalcontact details without the need of an agent linking a live interaction with the contact.

Hi Sebastien. What are you trying to achieve?

The Web Visit is already implicitly assigned to an Ephemeral External Contact by default. Your Workflow flow triggered by Predictive Engagement should have access to all necessary identifiers to operate with the Web Session and the External Contact APIs.

Good morning,

I was wondering if there a way from a workflow trigger by predictive management, to link a journey session with an external contact. So in Live Now view, the information about the external contact become visible?

Thanks