Call back not scheduled from workflow (using process automation trigger)

[garimabalodi]

Hi Forum,

I have created a data action that is successful and creates a call back .
I used the data action inside of an inbound flow and that worked too.

However , Now I am trying to invoke the same data action from inside a workflow . And it is not scheduling a callback. Below is the trigger definition that invokes the workflow .
The intent is whenever a call is ended abruptly , the agent selects an apt wrapup code which should automatically schedule a callback.

{
"name": "ScheduleCallBackTrigger",
"topicName": "v2.detail.events.conversation.{id}.acw",
"target": {
"type": "Workflow",
"id": "d443ff9c-641d-4a11-b492-39c83954e800"
},
"version": 1,
"enabled": true,
"matchCriteria": [
{
"jsonPath": "mediaType",
"operator": "Equal",
"value": "VOICE"
},
{
"jsonPath": "wrapupCode",
"operator": "Equal",
"value": "Call_Ended_Abruptly"
}
],
"eventTTLSeconds": 20,
"description": "triggered when wrapup code Call_Ended_Abruptly is selected"
}

Regards
Garima.

[Jerome.Saint-Marc]

Hello,

When you define your trigger, the wrapupCode attribute in v2.detail.events.conversation.{id}.acw contains the id (GUID) of the WrapUp code, and not its label (so your condition on wrapupCode equal to "Call_Ended_Abruptly" will fail).

So I think your issue comes from the fact that your workflow is not triggered.

Regards,

[garimabalodi]

thanks a lot , i was struggling around this point for quiet some time now . This worked

Regards
Garima