We configured the inbound Digital Bot flow to call the Genesys Data Action and retrieve External Contact information if the customer enters their phone number in the web messenger.  When the customer requests to speak to an agent, the bot flow exits to our inbound message flow and targets the queue.  Unfortunately, none of the customer data is passing and the customer contact information doesn't appear in the agent message window.  Just displays "No Name"  Any thoughts on how to resolve?

Hey Steven, 

What you need to do here is once you get the details, complete a search and get the external contact ID - then use this in another data action to then link it to the contact. It's a few steps, and there are some edge cases like if you have a customer that has the same number/email it will return multiple results and you'll need to decide which one to use etc. All of which you can create decisions for. 

As an example - here is part of what we do. 

1. Get phone number from bot flow
2. Run search on external contacts using the phone number as the search term
3. If results of that = 1 then move to step 4 - If results >1 we exit flow (To have agent double check and confirm which contact to link to)
4. Get communicationID of the message type media type
5. Run contact association with message and external contact. 

For the search we use /api/v2/externalcontacts/contacts?q=${input.searchTerm} This will return all the details for matched. We take the first result in these and take a bunch of details out from the API response to move on. One of these is the externalContactId

For communicationID we use the interactionID /api/v2/conversations/${input.conversationId} and take the first participants message ID 

For the contact association we use /api/v2/externalcontacts/conversations/${input.conversationId} and in the body use the externalContactId, interactionID, communicationID and the mediaType. 

Happy to assist further - I've attached a simple flow of this for one of my centres. 

We configured the inbound Digital Bot flow to call the Genesys Data Action and retrieve External Contact information if the customer enters their phone number in the web messenger.  When the customer requests to speak to an agent, the bot flow exits to our inbound message flow and targets the queue.  Unfortunately, none of the customer data is passing and the customer contact information doesn't appear in the agent message window.  Just displays "No Name"  Any thoughts on how to resolve?

Lawrence, this is great work and thank you very much for your detailed response !  We will work on this today.  Very helpful. 

Hey Steven, 

What you need to do here is once you get the details, complete a search and get the external contact ID - then use this in another data action to then link it to the contact. It's a few steps, and there are some edge cases like if you have a customer that has the same number/email it will return multiple results and you'll need to decide which one to use etc. All of which you can create decisions for. 

As an example - here is part of what we do. 

1. Get phone number from bot flow
2. Run search on external contacts using the phone number as the search term
3. If results of that = 1 then move to step 4 - If results >1 we exit flow (To have agent double check and confirm which contact to link to)
4. Get communicationID of the message type media type
5. Run contact association with message and external contact. 

For the search we use /api/v2/externalcontacts/contacts?q=${input.searchTerm} This will return all the details for matched. We take the first result in these and take a bunch of details out from the API response to move on. One of these is the externalContactId

For communicationID we use the interactionID /api/v2/conversations/${input.conversationId} and take the first participants message ID 

For the contact association we use /api/v2/externalcontacts/conversations/${input.conversationId} and in the body use the externalContactId, interactionID, communicationID and the mediaType. 

Happy to assist further - I've attached a simple flow of this for one of my centres. 

We configured the inbound Digital Bot flow to call the Genesys Data Action and retrieve External Contact information if the customer enters their phone number in the web messenger.  When the customer requests to speak to an agent, the bot flow exits to our inbound message flow and targets the queue.  Unfortunately, none of the customer data is passing and the customer contact information doesn't appear in the agent message window.  Just displays "No Name"  Any thoughts on how to resolve?

My pleasure mate :) 

If you need, I can export the data actions and send to you to assist etc. Let me know how you go :) 

Lawrence, this is great work and thank you very much for your detailed response !  We will work on this today.  Very helpful. 

Hey Steven, 

What you need to do here is once you get the details, complete a search and get the external contact ID - then use this in another data action to then link it to the contact. It's a few steps, and there are some edge cases like if you have a customer that has the same number/email it will return multiple results and you'll need to decide which one to use etc. All of which you can create decisions for. 

As an example - here is part of what we do. 

1. Get phone number from bot flow
2. Run search on external contacts using the phone number as the search term
3. If results of that = 1 then move to step 4 - If results >1 we exit flow (To have agent double check and confirm which contact to link to)
4. Get communicationID of the message type media type
5. Run contact association with message and external contact. 

For the search we use /api/v2/externalcontacts/contacts?q=${input.searchTerm} This will return all the details for matched. We take the first result in these and take a bunch of details out from the API response to move on. One of these is the externalContactId

For communicationID we use the interactionID /api/v2/conversations/${input.conversationId} and take the first participants message ID 

For the contact association we use /api/v2/externalcontacts/conversations/${input.conversationId} and in the body use the externalContactId, interactionID, communicationID and the mediaType. 

Happy to assist further - I've attached a simple flow of this for one of my centres. 

We configured the inbound Digital Bot flow to call the Genesys Data Action and retrieve External Contact information if the customer enters their phone number in the web messenger.  When the customer requests to speak to an agent, the bot flow exits to our inbound message flow and targets the queue.  Unfortunately, none of the customer data is passing and the customer contact information doesn't appear in the agent message window.  Just displays "No Name"  Any thoughts on how to resolve?

Lawrence, can you explain how you set up the "AskforSlot" for the email address action? I'm not following how to create the slot/slot types to collect and store the email value. Thanks!

My pleasure mate :) 

If you need, I can export the data actions and send to you to assist etc. Let me know how you go :) 

Lawrence, this is great work and thank you very much for your detailed response !  We will work on this today.  Very helpful. 

Hey Steven, 

What you need to do here is once you get the details, complete a search and get the external contact ID - then use this in another data action to then link it to the contact. It's a few steps, and there are some edge cases like if you have a customer that has the same number/email it will return multiple results and you'll need to decide which one to use etc. All of which you can create decisions for. 

As an example - here is part of what we do. 

1. Get phone number from bot flow
2. Run search on external contacts using the phone number as the search term
3. If results of that = 1 then move to step 4 - If results >1 we exit flow (To have agent double check and confirm which contact to link to)
4. Get communicationID of the message type media type
5. Run contact association with message and external contact. 

For the search we use /api/v2/externalcontacts/contacts?q=${input.searchTerm} This will return all the details for matched. We take the first result in these and take a bunch of details out from the API response to move on. One of these is the externalContactId

For communicationID we use the interactionID /api/v2/conversations/${input.conversationId} and take the first participants message ID 

For the contact association we use /api/v2/externalcontacts/conversations/${input.conversationId} and in the body use the externalContactId, interactionID, communicationID and the mediaType. 

Happy to assist further - I've attached a simple flow of this for one of my centres. 

We configured the inbound Digital Bot flow to call the Genesys Data Action and retrieve External Contact information if the customer enters their phone number in the web messenger.  When the customer requests to speak to an agent, the bot flow exits to our inbound message flow and targets the queue.  Unfortunately, none of the customer data is passing and the customer contact information doesn't appear in the agent message window.  Just displays "No Name"  Any thoughts on how to resolve?

My pleasure mate :) 

If you need, I can export the data actions and send to you to assist etc. Let me know how you go :) 

Lawrence, this is great work and thank you very much for your detailed response !  We will work on this today.  Very helpful. 

Hey Steven, 

What you need to do here is once you get the details, complete a search and get the external contact ID - then use this in another data action to then link it to the contact. It's a few steps, and there are some edge cases like if you have a customer that has the same number/email it will return multiple results and you'll need to decide which one to use etc. All of which you can create decisions for. 

As an example - here is part of what we do. 

1. Get phone number from bot flow
2. Run search on external contacts using the phone number as the search term
3. If results of that = 1 then move to step 4 - If results >1 we exit flow (To have agent double check and confirm which contact to link to)
4. Get communicationID of the message type media type
5. Run contact association with message and external contact. 

For the search we use /api/v2/externalcontacts/contacts?q=${input.searchTerm} This will return all the details for matched. We take the first result in these and take a bunch of details out from the API response to move on. One of these is the externalContactId

For communicationID we use the interactionID /api/v2/conversations/${input.conversationId} and take the first participants message ID 

For the contact association we use /api/v2/externalcontacts/conversations/${input.conversationId} and in the body use the externalContactId, interactionID, communicationID and the mediaType. 

Happy to assist further - I've attached a simple flow of this for one of my centres. 

We configured the inbound Digital Bot flow to call the Genesys Data Action and retrieve External Contact information if the customer enters their phone number in the web messenger.  When the customer requests to speak to an agent, the bot flow exits to our inbound message flow and targets the queue.  Unfortunately, none of the customer data is passing and the customer contact information doesn't appear in the agent message window.  Just displays "No Name"  Any thoughts on how to resolve?

Hi Lawrence, 

Do you mind sending me the data actions? I am trying to set this up as well and really struggling. 

My pleasure mate :) 

If you need, I can export the data actions and send to you to assist etc. Let me know how you go :) 

Lawrence, this is great work and thank you very much for your detailed response !  We will work on this today.  Very helpful. 

Hey Steven, 

What you need to do here is once you get the details, complete a search and get the external contact ID - then use this in another data action to then link it to the contact. It's a few steps, and there are some edge cases like if you have a customer that has the same number/email it will return multiple results and you'll need to decide which one to use etc. All of which you can create decisions for. 

As an example - here is part of what we do. 

1. Get phone number from bot flow
2. Run search on external contacts using the phone number as the search term
3. If results of that = 1 then move to step 4 - If results >1 we exit flow (To have agent double check and confirm which contact to link to)
4. Get communicationID of the message type media type
5. Run contact association with message and external contact. 

For the search we use /api/v2/externalcontacts/contacts?q=${input.searchTerm} This will return all the details for matched. We take the first result in these and take a bunch of details out from the API response to move on. One of these is the externalContactId

For communicationID we use the interactionID /api/v2/conversations/${input.conversationId} and take the first participants message ID 

For the contact association we use /api/v2/externalcontacts/conversations/${input.conversationId} and in the body use the externalContactId, interactionID, communicationID and the mediaType. 

Happy to assist further - I've attached a simple flow of this for one of my centres. 

We configured the inbound Digital Bot flow to call the Genesys Data Action and retrieve External Contact information if the customer enters their phone number in the web messenger.  When the customer requests to speak to an agent, the bot flow exits to our inbound message flow and targets the queue.  Unfortunately, none of the customer data is passing and the customer contact information doesn't appear in the agent message window.  Just displays "No Name"  Any thoughts on how to resolve?