Jeremy_Gillip | 2020-05-04 20:00:33 UTC | #1
I have been trying to make a custom action to get get email address to surveys but i cant quite seam to match whatever the base data from Survey.CustomerAddress System Variable. Do you know what data from the conversation is passed to the survey during initialization? i Tried phone number in several different formats and name but no match so far.
Any insight would be helpful.
Jerome.Saint-Marc | 2020-05-05 11:44:22 UTC | #2
Hello,
Are you asking for a survey triggered on a voice interaction?
Regards,
Jeremy_Gillip | 2020-05-05 12:18:53 UTC | #3
Not at all. In the Survey Flow the search variable for external contacts is Survey.CustomerAddress which is one the default system variables for web surveys. I am trying to mimic that in a database but need to know what the search parameter would be or what data is in the Survey.CustomerAddress.
Jerome.Saint-Marc | 2020-05-05 13:13:48 UTC | #4
It is not exactly that (for Survey Flow).
If an external contact has been recognized/identified when the agent receives the interaction ("Profile Verified" in the agent's conversation UI -> externalContactId attribute, under the customer's participant in the conversation details), then the Survey.CustomerContact is populated (result of a lookup of that contact - which then holds address, the different email addresses, the phone numbers, ...). In this case, the Survey.CustomerAddress is empty.
If an external contact has not been identified, then the Survey.CustomerAddress is populated with the content of the address attribute, under the customer's participant in the conversation details. For an email interaction, it would be the email address of the sender. For a voice interaction, it would be the caller's number (i.e. ANI/CLI). You would have to check what format it has (in my case, it appears as "tel:+33123456789"). Typically, in the Survey Invite Flow, you would then use the ToPhoneNumber function in expression to be able to convert this string to a phone number and then be able to extract it with whatever format you want (ex: e164).
Jeremy_Gillip | 2020-05-05 14:06:28 UTC | #5
Perfect that answered exactly what i needed to know. Appreciate your feedback.
system | 2020-06-04 14:06:31 UTC | #6
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