kantarse | 2021-09-30 09:55:40 UTC | #1
Dear all,
I found my way here via this great tutorial from Jason: https://www.youtube.com/watch?v=o4L6qOqWKdY
I'm a total newbie to Genesys. My focus has been on web tracking and personalization. But for a current project we have a requirement that includes some sort of integration to Genesys. So I'm trying to get my hands dirty with it. Since Genesys is a huge platform with plenty of features, I'm a bit lost. I hope someone here could show me the right way to go.
In a nutshell, the requirement is to send a piece of information about the website visitor to Genesys before s/he calls, and show that information to the agent if s/he calls. The user fills out a form on the website, and enters her/his phone number there. If s/he calls after filling out this form, the agent must see some of the contents from that form under the "case information".
As far as I understand, data actions work with a pull princple. Genesys sends a request to a web service and use the results in routing or show them to the agent. But is there also a way to push some data to Genesys before or during the call, so that Genesys uses the data if it matches the ANI?
In our case, the system where the webform data goes to doesn't provide any web service that Genesys could query. But it does support pushing data to a webhook upon form submit. Of course, one solution would be to push the webform data to somewhere in the cloud, and query it from Genesys with data actions. But due to the sensitive nature of the data and the lacking cloud adoption in the company, this is currently not an option.
Thank you in advance
Jason_Mathison | 2021-09-30 11:35:23 UTC | #2
Hi kantarse,
It sounds like what you are looking for is external contacts: https://help.mypurecloud.com/articles/about-external-contacts/
Assuming that is what you want, I don't have any suggestions on how to get your data from your website to the external contacts API. I am more of a Data Action guy :slight_smile:
--Jason
kantarse | 2021-10-01 15:17:06 UTC | #3
Dear Jason,
thanks a lot for your response! After a quick read about the external contacts, I guess that could be a possible workaround for our use case. I think for adding the contacts from the web form I could make use of the /bulk/contacts/add Method of the API here: https://developer.genesys.cloud/api/rest/v2/externalcontacts/
Also thank you for the video tutorial, from which I benefited a lot.
Regards, Ercan
system | 2021-11-01 15:17:39 UTC | #4
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