Hi,
I am trying to fetch email address of customer for the web survey to be sent. I thought of creating a data action in which I can pass the ANI but since the customer might not be calling via registered number, the database won't be able to fetch the mail address for every ANI. Then I thought of taking the registered number from customer and save it in a variable and then in the survey form pass the variable to fetch the E-mail address. But there is no option to use the variable of inbound flow in survey flow it seems. Get participant data option is also not available in survey invite. Can you suggest some other way to achive this?
Instead of using the ANI, you can use the Survey.CustomerContact variable to get access to the customer record that the agent believed represented the customer. Form there you will have their email address.
If that doesn't work for you then the Survey object has additional properties (https://help.mypurecloud.com/articles/architect-default-variables/) that allow you to get to the ConversationID that you can use as input to one or more data actions to that you could get to all of the participant data that was attached to the conversation.
Lastly, if you use those properties to perform a Data Action to a CRM to look up email addresses.
We are getting customer email address in response in-bound flow using one web-service data actions and saving the same in variable .Is there a way we can use those variables in Survey flow?
what all participant data we receive if we use ConversationID as input for one of the Data actions?
Variables are only valid within the same flow.
You would have to save your customer email address in the conversation as a participant data/attribute (using "Set Participant Data").
In your Survey Flow, you could build a PureCloud Data Action to get the conversation (GET /api/v2/conversations/{conversationId}) as the ConversationID is made available in the Survey Invite flow as an Architect built-in variable.