Legacy Dev Forum Posts

 View Only

Sign Up

Back to discussions
Expand all | Collapse all

Trigger: ACW Event specific WrapUP Code

  • 1.  Trigger: ACW Event specific WrapUP Code

    Posted 06-05-2025 19:05

    ErnestJohnNuque | 2023-12-14 12:33:26 UTC | #1

    I'm trying to create a trigger similar to this https://developer.genesys.cloud/forum/t/process-automation-workflow-not-invoked-from-trigger/19546 using the triggers UI in genesys admin.

    when using this condition 'exist' trigger is firing correctly

    but when I am using conditions for wrapupCode contains/equals it is not firing, but on test it is matching correctly.

    I want to create a trigger that will only fire for specific wrap up code. Hope some one can help.

    Jerome.Saint-Marc | 2023-12-14 13:47:23 UTC | #2

    Hello,

    What have you used as value (with your Equals operator)? The wrapupCode value to define in the trigger is the id of the wrapup code (not its name).

    Regards,

    ErnestJohnNuque | 2023-12-15 06:10:59 UTC | #3

    thanks for the info will check on it, also is it possible to get the built-in variables on workflow such as call.ani/dnis/conversation ID from the previous interaction? .

    here is the scenario which am trying to achieve using triggers and workflow

    Step 1: agent call outbound then called party answer Step 2: agent/called party hang up Step 3: Agent select wrapupCode (i.e send sms - notification) Step 4: Fire trigger depends on the wrapupCode selected (i.e send sms - notification). Step 5: Workflow will run - in workflow need to get the number of the called party as the destination number of the SMS. Step 6: Send SMS message to the called party number.

    how to get the previous outbound call variables in work flow?

    Jerome.Saint-Marc | 2023-12-15 11:31:45 UTC | #4

    The attribute values of the fired event/topic can be made available in the Architect flow. In your case, you could use the "conversationId" attribute available in the v2.detail.events.conversation.{id}.acw event schema. in your workflow, you just need to create a string variable "*conversationId* " and enable "*Input to flow* " under Variable Options. When the workflow is triggered, this variable will be populated automatically - the conversationId if will be contained in Flow.conversationId

    You can then leverage the Genesys Cloud Platform API to retrieve the necessary information. You can invoke it via a Genesys Cloud Data Actions integration. As an example, you could invoke GET /api/v2/conversations/{conversationId} and parse the result to retrieve what you need.

    Regards,

    ErnestJohnNuque | 2023-12-15 15:16:59 UTC | #5

    Thanks you so much @Jerome.Saint-Marc, I am now able to do it. I did not know that I can create the conversation ID from the Resources->Data that was really new for me :smiley: , also I stick with the wrapupCode 'Exist' == True then I just included the wrap up code name when invoking /api/v2/conversations/${input.conversationId} so that filters can be done in workflow and won't need to look for the wrapup id.

    system | 2024-01-14 15:17:53 UTC | #6

    This topic was automatically closed 30 days after the last reply. New replies are no longer allowed.

    This post was migrated from the old Developer Forum.

    ref: 23716



Related Content