Genesys Cloud - Main

Email Interaction

Web Messagie Interaction

When I email or call in the platform recognizes my phone number and email entered in External Contacts and the + (plus symbol) shows allowing me to create another interaction.  i.e. call in and transition to email from the options provided when I select the + symbol.   When I Web Message in the + symbol does not show.  I have in my architect flow using search and get external contacts access to the external contacts and all the data fields.  How how do I create the Start Conversation + symbol from a Web Message interaction?  

I am not using Authentication with my Web Messaging.  I am providing a slot variable, phone number or email and searching and finding the External Contact based on my input.

Hopefully, this makes sense.

Hey Martin, 

Once you have found the external contact, are you then associating the contact with the interaction? In the profile field, is the correct contact linked when viewing the UI?

If not, then you might need to do that extra step which should then open you up for being able to start new conversations on that external contact. 

Email Interaction

Web Messagie Interaction

When I email or call in the platform recognizes my phone number and email entered in External Contacts and the + (plus symbol) shows allowing me to create another interaction.  i.e. call in and transition to email from the options provided when I select the + symbol.   When I Web Message in the + symbol does not show.  I have in my architect flow using search and get external contacts access to the external contacts and all the data fields.  How how do I create the Start Conversation + symbol from a Web Message interaction?  

I am not using Authentication with my Web Messaging.  I am providing a slot variable, phone number or email and searching and finding the External Contact based on my input.

Hopefully, this makes sense.

In the case of an email or phone number, those fields have been pre-entered into an existing External Contact and a profile is built from that external contact when the interaction is answered.  In my case, I am manually collecting a phone number or email in my Web messaging and then searching through the external contacts for a match which it finds. So how do I associate the external contact with the interaction or create a profile from my found external contact?

Hey Martin, 

Once you have found the external contact, are you then associating the contact with the interaction? In the profile field, is the correct contact linked when viewing the UI?

If not, then you might need to do that extra step which should then open you up for being able to start new conversations on that external contact. 

Email Interaction

Web Messagie Interaction

When I email or call in the platform recognizes my phone number and email entered in External Contacts and the + (plus symbol) shows allowing me to create another interaction.  i.e. call in and transition to email from the options provided when I select the + symbol.   When I Web Message in the + symbol does not show.  I have in my architect flow using search and get external contacts access to the external contacts and all the data fields.  How how do I create the Start Conversation + symbol from a Web Message interaction?  

I am not using Authentication with my Web Messaging.  I am providing a slot variable, phone number or email and searching and finding the External Contact based on my input.

Hopefully, this makes sense.

Beat me to it Anton ;)

That's exactly correct. It does work for messages - we have this built into our contact centre. I've attached the exported data actions we use

You need the following inputs;

• externcalContactId
• conversationId
• communicatonId
• mediaType

To get the communicationId we have another data action that gets that to use in the associate conversation. For your use case you can just use MESSAGE as the mediaType always - we associate conversations for email, message and voice so have some other stuff to do that.

• 
  ------------------------------
  Lawrence Drayton
  Prvidr Pty Ltd
  ------------------------------

Beat me to it Anton ;)

That's exactly correct. It does work for messages - we have this built into our contact centre. I've attached the exported data actions we use

You need the following inputs;

• externcalContactId
• conversationId
• communicatonId
• mediaType

To get the communicationId we have another data action that gets that to use in the associate conversation. For your use case you can just use MESSAGE as the mediaType always - we associate conversations for email, message and voice so have some other stuff to do that.

• 
  ------------------------------
  Lawrence Drayton
  Prvidr Pty Ltd
  ------------------------------

Haha got to be quick around here :)

I only have the API ready as we don't currently use External Contacts at all, but starting to look at using them and looking to auto populate / update (if numbers change in CRM) and where the customer authenticates beforehand and then auto associate to reduce effort on staff, so I've been all over those APIs recently. - So I'll be plagiarizing that Data Action, Thank you very much. :)

Beat me to it Anton ;)

That's exactly correct. It does work for messages - we have this built into our contact centre. I've attached the exported data actions we use

You need the following inputs;

• externcalContactId
• conversationId
• communicatonId
• mediaType

To get the communicationId we have another data action that gets that to use in the associate conversation. For your use case you can just use MESSAGE as the mediaType always - we associate conversations for email, message and voice so have some other stuff to do that.

• 
  ------------------------------
  Lawrence Drayton
  Prvidr Pty Ltd
  ------------------------------

Happy to chat about that if you need any guidance. 

I have been using them for 7+ years intensely, with auto updates from our CRM into Genesys with custom data etc. We run a lot of automation based on inbound and in-queue activity based on the external contacts/org. We use both as a janky Account level, service level type thing. Got a whole lot more in the barrel in my gen org - made a lot of mistakes along the way but have a lot of learnings that might save you a boatload of time :)

And while this is more for my use case, this is a common module we use to associate the contacts based on a search term you can define. Here is both the common module and the search data action. 

Note in the customer search data action, I have a string in there that you won't need when searching - we use that as we are multi-tenanted and sometimes customers are customers of multiple brands. So we search based on a string to filter out other customers' brands. 

Haha got to be quick around here :)

I only have the API ready as we don't currently use External Contacts at all, but starting to look at using them and looking to auto populate / update (if numbers change in CRM) and where the customer authenticates beforehand and then auto associate to reduce effort on staff, so I've been all over those APIs recently. - So I'll be plagiarizing that Data Action, Thank you very much. :)

Beat me to it Anton ;)

That's exactly correct. It does work for messages - we have this built into our contact centre. I've attached the exported data actions we use

You need the following inputs;

• externcalContactId
• conversationId
• communicatonId
• mediaType

To get the communicationId we have another data action that gets that to use in the associate conversation. For your use case you can just use MESSAGE as the mediaType always - we associate conversations for email, message and voice so have some other stuff to do that.

• 
  ------------------------------
  Lawrence Drayton
  Prvidr Pty Ltd
  ------------------------------