I'd like to use new external tag feature together with callbacks, because in performance -> scheduled callbacks it's possible to add this new column called external tag. I want to use that external tag field when creating callbacks via API.
As you can see, I'm creating a callback with a preferred agent for routing, and I want to use external Tag field to show the name of that preferred agent in the performance - scheduled callbacks UI.
That callback is created, but no data on external tag column
How can I specify external tag data when creating the callback?
Thanks
PD: I have also tried to include externalTag in routing data object, and also in data object, but no success. Also tried different names: externalTag, externaltag, external
_tag. No success either
externalTag is not a supported attribute in a create callback request.
As you can see in the Request Schema of the POST /api/v2/conversations/callbacks, externalTag is not listed - which means it is not supported in this endpoint.
Or with Platform API, you will soon be able to leverage PUT /api/v2/conversations/{conversationId}/tags.
This API endpoint is in Preview at this stage.
Which means that you can try/use it (when an API endpoint is in preview, it is not included yet in the SDK or in the API Developer Tools - but you can invoke it via code or Data Action providing the full url/path) but the restrictions displayed at the top of the Preview APIs page apply:
-> Limited Access and Breaking Changes
The API resources on this page are available in a limited capacity as a preview of resources that are intended to be released publicly at some point in the future. Access to these resources is often restricted by feature toggles enabled on a per-org basis. These resources are subject to both breaking and non-breaking changes at any time without notice. This includes, but is not limited to, changing resource names, paths, contracts, documentation, and removing resources entirely.
This feature looks great. I just noticed that External Tag is available via the PERFORMANCE | INTERACTIONS area as a column and a filter so this would mean being able to search via external tag!
We built a system using the old approach to achieve the same thing, (update participant attribute), but it had the one disadvantage that it wasn't searchable natively within Genesys.
Our current system is that when inbound or manual ACD interactions come in, the agent uses our system to search and LINK the record to and existing record. Our CRM then uses the API to update the active conversation for the logged on user (customer participant), with the contact id / contact list id.
Using this tag feature looks like a big improvement! (for the contact ID part as a unique ID for searching specifically).
Are you able to indicate the quarter this feature will release, or even better a more accurate release window?
As you have probably seen already, the Architect's Set External Tag action and the support in the different views has already been released on August 18th.
Regarding the PUT /api/v2/conversations/{conversationId}/tags API endpoint, I don't have a precise date but it should tentatively be released in a month or two. For sure by the end of the year.
