Display customFields from Guest chat API

[sejal]

customer information is not displaying on genesys cloud script. I am using GuestChatAPI and passing member information in custom fields, I have script on Agent side which is suppose to display data that was passed under MemberInfo by guest chat API . Jason object looks like below:
{
"organizationId": "4aac8701-19df-40d7-8b4e-7f24bfb0089a",
"deploymentId" : "0bc87921-d935-44f1-a2cb-29827e35966f",
"routingTarget" : {
"targetType" : "queue",
"targetAddress": "Marketing"
},
"memberInfo" : {
"displayName" : "Joe Dirt",
"avatarImageUrl": "http://some-url.com/JoeDirtsFace",
"lastName" : "Joe"
"firstName" : "Dirt"
"email" : "joe.dirt@example.com"
"phoneNumber" : "+12223334444"
"customFields" : {
"Subject" : "arbitrary data",
"another_field" : "more arbitrary data"
}
}

On the Agent side we want display all this info under script

.

Thanks
-Sejal

[Jerome.Saint-Marc]

Hello,

In order to use the built-in script variables related to chat in a Script, the Genesys Desktop UI & Script with Guest Chat (Chat v2) expect the different information (firstName, lastName, phoneNumber, ...) to be part of the Conversation's Participant data/attributes.
Because of this, these fields must all be sent via the memberInfo.customFields.

I mean the request would have to be like this:

{
    "organizationId": "xxx",
    "deploymentId": "yyyy",
    "routingTarget": {
        "targetType": "queue",
        "targetAddress": "Marketing"
    },
    "memberInfo": {
        "displayName": "Joe Dirt",
        "avatarImageUrl": "http://some-url.com/JoeDirtsFace",
        "customFields": {
            "lastName": "Joe",
            "firstName": "Dirt",
            "email": "joe.dirt@example.com",
            "phoneNumber": "+12223334444",
            "Subject": "arbitrary data",
            "another_field": "more arbitrary data"
        }
    }
}

or this should work as well:

{
    "organizationId": "xxxx",
    "deploymentId": "yyyy",
    "routingTarget": {
        "targetType": "queue",
        "targetAddress": "Marketing"
    },
    "memberInfo": {
        "displayName": "Joe Dirt",
        "avatarImageUrl": "http://some-url.com/JoeDirtsFace",
        "lastName": "Joe",
        "firstName": "Dirt",
        "email": "joe.dirt@example.com",
        "phoneNumber": "+12223334444",
        "customFields": {
            "lastName": "Joe",
            "firstName": "Dirt",
            "email": "joe.dirt@example.com",
            "phoneNumber": "+12223334444",
            "Subject": "arbitrary data",
            "another_field": "more arbitrary data"
        }
    }
}

The mapping between the attribute name (in the Guest Chat request - under memberInfo.customFields) and the Script built-in variables is:

Guest Chat: memberInfo.customFields.lastName
Script: {{Chat.Customer Last Name}}

Guest Chat: memberInfo.customFields.addressStreet
Script: {{Chat.Customer Street}}

Guest Chat: memberInfo.customFields.addressCity
Script: {{Chat.Customer City}}

Guest Chat: memberInfo.customFields.addressPostalCode
Script: {{Chat.Customer Postal Code}}

Guest Chat: memberInfo.customFields.addressState
Script: {{Chat.Customer State}}

Guest Chat: memberInfo.customFields.phoneNumber
Script: {{Chat.Customer Phone Number}}

Guest Chat: memberInfo.customFields.phoneType
Script: {{Chat.Customer Phone Type}}

Guest Chat: memberInfo.customFields.customerId
Script: {{Chat.Customer ID}}

There is one Chat Script built-in variable which is not working with Guest Chat/Chat v2.
Script - Not working with Chat v2: {{Chat.Customer Email}}

You can retrieve the value of the customer email and expose it using a different method.
This method is also the one to use for any custom field/attribute (like "Subject" and "another_field" you have shown in your sample request).

You can define/add a variable in your script (Type String):
With Name = the name of the custom field on Guest Chat API side (ex: email, Subject, another_field),
And with the "Input" toggle enabled (i.e. Input = Yes)
You can then display the content of the variable in a Text component using {{email}}, {{Subject}}, {{another_field}}

See this post for more information.

Regards,

[sejal]

Thanks, above approach is working for us.