I just wondering if there is a way i can execute data action only when the agent accepted the interaction.
What i have is a web service data action being called on script load event; to capture the agent ID along with all the data collected from IVR and pushed back to CRM to create a ticket and assign this ticket to the agent who answer the interaction.
The problem is when the agent does not accept the interaction or missed it; in this case the ticket is being created and assigned to him.
I tried to use interaction state variable to execute the data action on page load but it does not work. I think the custom action event executed and completed once the script is loaded and it does not wait for interaction state to change in order to trigger the web service data action.
If you want to do this without agent intervention, you'll need to build an integration using conversation notifications so your app can identify when the agent has connected to the conversation and trigger the data action using POST /api/v2/integrations/actions/{actionId}/execute. That app can be a web page loaded in a web browser control inside the script so it's automatically loaded whenever the conversation begins alerting the agent.
Actually, i had the same idea but i was wondering of a simpler none time consuming approach as currently we are on production and we are on very tight dead line.
Anyway, i will have to take your advise if we could not find alternative simpler solution.
You can trigger data actions from within a script based on something like an agent clicking a button in the script. But scripts cannot invoke actions based on events about the conversation. The only other trigger is that you can invoke actions when the script loads, but the script loads when the conversation alerts the agent, not when they accept it. So you would run the risk of pushing data to your CRM about an agent that ended up not accepting the conversation.