Hello team,
We have configured outbound campaign with a call list, all informations of customers are automatically displaying on the Script agent when we call each customer
Now the customer want the same scenario with inbound call, that's means, when the call arrive to the agent it should display the customer's informations automatically (name, phone, address, company...etc) on the Script agent by retrieving them from a call list
is this possible ?
Thank you in advance
Yes, scripts are available for inbound conversations. You'll need to use data actions to query your contact list to retrieve the customer data; inbound conversations are not linked to outbound contacts.
Thank you Tim, but where i should configure the data actions, you means on the Script agent ?
Also, is it possible to retrieve the last informations entered by the agent on the Script during the outbound call to display them on the same script for inbound call ...?
I mean link between outbound and inbound call for the same customer
thank you
Data actions can be used either in the inbound Architect flow or in the script, wherever works best for your use case.
As long as wherever you're storing that data can be access via a data action, yes.
PureCloud doesn't do this, but you can use data actions to look up conversation data and determine this relationship per whatever logic you want.
Thank you Tim, is clear now, just last question, do I need API to do this or just data action is enough ?
Data action accessing to the imported call list
Thank you
The data action is just a tool to make a HTTP request to something. If you're trying to access the contact list, use the PureCloud Data Actions Integration to make requests to the PureCloud API.
However, if you don't already know the contact ID somehow, it's going to be tricky to do with data actions alone. The key issue is that you can't search the contact list via API. You have to download it as a CSV file and process that file to find the contact you need. You can find contact IDs in analytics results, so you could do a conversation detail query to try and find previous outbound attempts to the phone number and see if you can find a contact ID. That will only yield results if you called that contact recently (in the interval of the query).
Your best bet is to look up information from an external system, possibly where your contact list data originates from. Or you could write a simple middleware service that can do the tasks necessary to process the call list export and can be accessed by a data action (returns JSON data and is public).
Thank you Tim, I got it now
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