Genesys Cloud - Main

Hello,

We need to be able to set an alphanumeric field that identifies our customers on both inbound and outbound SMS interactions. This data is scraped and matched up in our in-house CRM later so conversations can be accessed from the CRM by future agents.

Currently, we've got a script that sets a "Username" custom field, however, to get it working we had to use a "get participant data" action in the inbound/in-queue flows, otherwise the field was populating for the Agent/internal participant instead of the external participant.

Unfortunately, because there's no flow backing an agent initiated outbound conversation, even if we set the default script for the queue to this script, it just populates the agent/internal participant field.

We've been banging our heads against the wall on this one for a few weeks now and I'm hoping someone can provide some help. We don't need to use a custom field if there's a default field that we can overwrite via a script, and I'm also wondering if we just need to use two different scripts and have the default queue script do something different, I'm just not sure what.

Thanks for any ideas/pointers here!
#ArchitectureandDesign
#DigitalChannels
#Implementation
#Outbound
#Unsure/Other

------------------------------
Duncan Maloch
Sonic.net
------------------------------

Could you use the external tag field instead of participant data?  It would take some rewriting on your end, but it exists on the conversation itself instead of any particular participant.

https://help.mypurecloud.com/releasenote/august-18-2021/

------------------------------
Melissa Bailey
Genesys - Employees
------------------------------

Original Message:
Sent: 10-26-2022 16:03
From: Duncan Maloch
Subject: Setting external participant data via Script on outbound SMS

Hello,

We need to be able to set an alphanumeric field that identifies our customers on both inbound and outbound SMS interactions. This data is scraped and matched up in our in-house CRM later so conversations can be accessed from the CRM by future agents.

Currently, we've got a script that sets a "Username" custom field, however, to get it working we had to use a "get participant data" action in the inbound/in-queue flows, otherwise the field was populating for the Agent/internal participant instead of the external participant.

Unfortunately, because there's no flow backing an agent initiated outbound conversation, even if we set the default script for the queue to this script, it just populates the agent/internal participant field.

We've been banging our heads against the wall on this one for a few weeks now and I'm hoping someone can provide some help. We don't need to use a custom field if there's a default field that we can overwrite via a script, and I'm also wondering if we just need to use two different scripts and have the default queue script do something different, I'm just not sure what.

Thanks for any ideas/pointers here!
#ArchitectureandDesign
#DigitalChannels
#Implementation
#Outbound
#Unsure/Other

------------------------------
Duncan Maloch
Sonic.net
------------------------------

Hey Melissa, this looks interesting and could very well be the answer, but how do we populate this field via the Script UI? I just looked through the Scripter variables and I'm not seeing that as an option. 

As I said in my initial message, setting this via Architect for inbound messages isn't a problem at this point, it's having a script where the agents can enter a username and having it set for the external participant (or this external tag) for outbounds as well. 

------------------------------
Duncan Maloch
Sonic.net
------------------------------

Original Message:
Sent: 10-26-2022 16:28
From: Melissa Bailey
Subject: Setting external participant data via Script on outbound SMS

Could you use the external tag field instead of participant data?  It would take some rewriting on your end, but it exists on the conversation itself instead of any particular participant.

https://help.mypurecloud.com/releasenote/august-18-2021/

------------------------------
Melissa Bailey
Genesys - Employees

Original Message:
Sent: 10-26-2022 16:03
From: Duncan Maloch
Subject: Setting external participant data via Script on outbound SMS

Hello,

We need to be able to set an alphanumeric field that identifies our customers on both inbound and outbound SMS interactions. This data is scraped and matched up in our in-house CRM later so conversations can be accessed from the CRM by future agents.

Currently, we've got a script that sets a "Username" custom field, however, to get it working we had to use a "get participant data" action in the inbound/in-queue flows, otherwise the field was populating for the Agent/internal participant instead of the external participant.

Unfortunately, because there's no flow backing an agent initiated outbound conversation, even if we set the default script for the queue to this script, it just populates the agent/internal participant field.

We've been banging our heads against the wall on this one for a few weeks now and I'm hoping someone can provide some help. We don't need to use a custom field if there's a default field that we can overwrite via a script, and I'm also wondering if we just need to use two different scripts and have the default queue script do something different, I'm just not sure what.

Thanks for any ideas/pointers here!
#ArchitectureandDesign
#DigitalChannels
#Implementation
#Outbound
#Unsure/Other

------------------------------
Duncan Maloch
Sonic.net
------------------------------

Write a data action to do it.  Use the /api/v2/conversations/{conversationId}/tags endpoint

------------------------------
Melissa Bailey
Genesys - Employees
------------------------------

Original Message:
Sent: 10-26-2022 16:36
From: Duncan Maloch
Subject: Setting external participant data via Script on outbound SMS

Hey Melissa, this looks interesting and could very well be the answer, but how do we populate this field via the Script UI? I just looked through the Scripter variables and I'm not seeing that as an option.

As I said in my initial message, setting this via Architect for inbound messages isn't a problem at this point, it's having a script where the agents can enter a username and having it set for the external participant (or this external tag) for outbounds as well. 

------------------------------
Duncan Maloch
Sonic.net

Original Message:
Sent: 10-26-2022 16:28
From: Melissa Bailey
Subject: Setting external participant data via Script on outbound SMS

Could you use the external tag field instead of participant data?  It would take some rewriting on your end, but it exists on the conversation itself instead of any particular participant.

https://help.mypurecloud.com/releasenote/august-18-2021/

------------------------------
Melissa Bailey
Genesys - Employees

Original Message:
Sent: 10-26-2022 16:03
From: Duncan Maloch
Subject: Setting external participant data via Script on outbound SMS

Hello,

We need to be able to set an alphanumeric field that identifies our customers on both inbound and outbound SMS interactions. This data is scraped and matched up in our in-house CRM later so conversations can be accessed from the CRM by future agents.

Currently, we've got a script that sets a "Username" custom field, however, to get it working we had to use a "get participant data" action in the inbound/in-queue flows, otherwise the field was populating for the Agent/internal participant instead of the external participant.

Unfortunately, because there's no flow backing an agent initiated outbound conversation, even if we set the default script for the queue to this script, it just populates the agent/internal participant field.

We've been banging our heads against the wall on this one for a few weeks now and I'm hoping someone can provide some help. We don't need to use a custom field if there's a default field that we can overwrite via a script, and I'm also wondering if we just need to use two different scripts and have the default queue script do something different, I'm just not sure what.

Thanks for any ideas/pointers here!
#ArchitectureandDesign
#DigitalChannels
#Implementation
#Outbound
#Unsure/Other

------------------------------
Duncan Maloch
Sonic.net
------------------------------

I think this is the part we've been missing the whole time, I just now found the toggle for allowing data actions. I think now we can do this the way we're doing it currently, or with tags.
Thanks a bunch!

------------------------------
Duncan Maloch
Sonic.net
------------------------------

Original Message:
Sent: 10-26-2022 16:47
From: Melissa Bailey
Subject: Setting external participant data via Script on outbound SMS

Write a data action to do it.  Use the /api/v2/conversations/{conversationId}/tags endpoint

------------------------------
Melissa Bailey
Genesys - Employees

Original Message:
Sent: 10-26-2022 16:36
From: Duncan Maloch
Subject: Setting external participant data via Script on outbound SMS

Hey Melissa, this looks interesting and could very well be the answer, but how do we populate this field via the Script UI? I just looked through the Scripter variables and I'm not seeing that as an option.

As I said in my initial message, setting this via Architect for inbound messages isn't a problem at this point, it's having a script where the agents can enter a username and having it set for the external participant (or this external tag) for outbounds as well. 

------------------------------
Duncan Maloch
Sonic.net

Original Message:
Sent: 10-26-2022 16:28
From: Melissa Bailey
Subject: Setting external participant data via Script on outbound SMS

Could you use the external tag field instead of participant data?  It would take some rewriting on your end, but it exists on the conversation itself instead of any particular participant.

https://help.mypurecloud.com/releasenote/august-18-2021/

------------------------------
Melissa Bailey
Genesys - Employees

Original Message:
Sent: 10-26-2022 16:03
From: Duncan Maloch
Subject: Setting external participant data via Script on outbound SMS

Hello,

We need to be able to set an alphanumeric field that identifies our customers on both inbound and outbound SMS interactions. This data is scraped and matched up in our in-house CRM later so conversations can be accessed from the CRM by future agents.

Currently, we've got a script that sets a "Username" custom field, however, to get it working we had to use a "get participant data" action in the inbound/in-queue flows, otherwise the field was populating for the Agent/internal participant instead of the external participant.

Unfortunately, because there's no flow backing an agent initiated outbound conversation, even if we set the default script for the queue to this script, it just populates the agent/internal participant field.

We've been banging our heads against the wall on this one for a few weeks now and I'm hoping someone can provide some help. We don't need to use a custom field if there's a default field that we can overwrite via a script, and I'm also wondering if we just need to use two different scripts and have the default queue script do something different, I'm just not sure what.

Thanks for any ideas/pointers here!
#ArchitectureandDesign
#DigitalChannels
#Implementation
#Outbound
#Unsure/Other

------------------------------
Duncan Maloch
Sonic.net
------------------------------