a common problem for our customers is the inability to schedule callbacks associated to campaign through the API
I see this API call that is deprecated: /api/v2/outbound/campaigns/{campaignId}/callback/schedule
That one contains a campaignId, that is precisely what we need, because the standard call API call ( /api/v2/conversations/callbacks) has no way to link the callback with the campaign, and to mantain that link from an analytics standpoint is key. How is this possible?
Through the UI, however, it's perfectly possible. If the agent receives a campaign call and he/she schedules a callback, that callback IS associated to the campaign. Why not possible through API?
Not that I am familiar with this specific topic (linking a callback with a campaign), but as you mentioned that it was still working through the UI, I just had a look at it.
The description of the deprecated endpoint to schedule a Callback for a Dialer Campaign mentions: Please use "/conversations/{conversationId}/participants/{participantId}/callbacks instead."
To double-check, I have created a campaign (Progressive Dialing). And when my Contact Center Agent received the call, I clicked on the button to schedule a callback in the Genesys Cloud Desktop UI.
It indeed leverages this endpoint (not deprecated) -> POST /api/v2/conversations/{conversationId}/participants/{participantId}/callbacks
See the description of that endpoint here.
Note: The Genesys Desktop UI uses the customer participantId in this request.
Hi Jerome. You are right, I have just done also the test on my org and UI uses the not deprecated version of the API call. In fact I see this parameters:
But there's something weird here. There's no campaignId, or contactListId, or nothing related to campaign in that body. However, if I go to scheduled campaigns in performance, I see this:
It's linked to the campaign...how is that possible? That's the unexplained part I'm missing.
If I try to schedule a callback from an inbound call, not campaign linked, and then I see it in the same part of performance, campaign value is blank...And the body for setting the callback in this case is exactly the same
I don't have info/knowledge on how the different Genesys Cloud services work internally.
But the callback is scheduled out of an existing conversation with this request. So it will be a new session (new session of media type callback) under this existing conversation. And therefore likely inherits the attributes which were defined in that conversation.
In the case of the campaign call, the related conversation carries the id of the campaign, of the contact in the calling list, ...
So when you schedule the callback, it is new participant/session added to that conversation, and then most likely keeps/copies these values (campaign id, contact id, ...) to the new participants.
