Can we update Data table or fetch any data from inbound call flow to survey

Genesys Cloud Applications Architect
1

Hi,\

Can we update data table from inbound call flow.We are prompting user to end account no on the beginning of inbound call flow .is there any way to pass that account no from inbound call flow to web survey.since we want to fetch email address from data action which has input request account no

2

It sounds like you want to use a custom data action to make a request to your web service with information collected in the IVR.

3

A data action used in an inbound flow can update a data table. You can GET, POST, or PUT (update) records in the table.

POST /api/v2/flows/datatables/{datatableId}/rows

You could also use Set Participant Data in the inbound flow to add an attribute to the conversation. Although a Survey Invite flow has no Get Participant Data action, you can use a data action to GET the data, since the conversationId is available.

get-attribute.json (1.3 KB)

^ Attached is a sample data action that could work. Note the translationMap string "$..ATTRIBUTE_NAME" needs changed to whatever attribute / participant data name you set in the inbound flow.

4

Hi Smith,

we are using custom data action in our inbound call flow,which has input as customer account number.we need to get email address which we got through custom data action in Inbound call flow to web survey.Is there any possible way to transfer data (email id) from inbound call flow to survey?

5

In survey flow we are getting some variable as Survey.CustomerAddress
,Survey.ConversationType, Survey.CustomerContact.personalEmail how we are getting values to these variables.
How we are getting External contacts

6

External contacts can be created by agents, imported from CSV, synced from Salesforce, or created through an API application:

So you can get the email address from there.

I had described how you can pass the account number from the inbound flow to the survey flow (get user input, add as Participant Data, then get that Participant Data attribute back in the survey flow using a Data Action). From there, you could use a Data Action to query the CRM for the email address, using the account number.

So you can use either External Contacts in PureCloud or the external CRM, it is really up to your design.

7

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