Is there a way to get external contacts to automatically assign to web message interactions? I have tried using the "Search External Contacts" action, then taking the ID it provides in the exact match route and setting that as the participant data, but this doesn't seem to work. I have verified that the search is working and the ID is coming back correct, just when the interaction pops to the agent there is no external contact assigned and they have to go manually search for the client and assign them.
This is my first time messing with external contacts so I'm sure I am missing something here so any help would be great.
Hi @ziffland can you elaborate more on what you're trying to achieve? Are you trying to qualify online visitor and update External Contact accordingly?
I'm trying to do something similar to what @ziffland is proposing. In synthesis what I do in Architec is to obtain the external contact and associate it to the interaction, but the data is not loaded in the profile that the agent visualizes, so he has to look for it manually and select it, to be able to see the history of conversations. Have you been able to solve the problem? What should I do to make the user's profile visible to the agent without having to make the association manually?