Adding parameter under participant data in Specific interaction view

1

Hi,

I am looking into adding some new parameter values under participant data in Interactions-->interaction view (Genesys cloud).
Is there any known method of doing it? For example: If the customer is from Salesforce, I need the parameter to display 'Salesforce' (Something like a custom parameter)
I tried looking into Genesys Documentation, but its mostly editing to add extra columns to the view, which doesn't help me.

Any suggestion would help me.

Thanks,
Priya

2

You can update participant attributes using PATCH /api/v2/conversations/{conversationId}/participants/{participantId}/attributes, or one of the media-type-specific endpoint variants.

3

Thanks Tim, I tried that and looks like I can update existing attributes with this. I am looking for something like a custom attribute that I may need to create for this use case. I need the participant data in interaction view to display "call origin : Salesforce" or similar when a customer calls from Saleforce. so how do I do that?
I am trying to set and get the Partcipant data via Architect flow. Not sure if thats the right way, is there any documentation that can advice on this?

4

I can't find these documented anywhere else, but try setting these 6 attributes:

{
  customField1Label: 'Chat source',
  customField1: 'Billing site',
  customField2Label: 'Customer category',
  customField2: 'Small-medium business',
  customField3Label: 'Customer type',
  customField3: 'Partner'
}

From this page: https://developer.genesys.cloud/commdigital/digital/webchat/#chat-variables. Those should provide 3 properties where you can set the label and value that show in the agent's interaction view somewhere. I think you might need to prefix them with webchat_; IIRC custom chat properties have that prefix applied to them to prevent collisions with known attributes. Let me know if this works for you.

5

If the above attributes won't work, you can use an agent script and show any participant attributes you like there.

6

You could set an external tag. This column can then be displayed on the Interaction View.

Set External Tag action - Genesys Cloud Resource Center

7

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