Whenever a call comes in the embeddable framework, we search for contacts in our external system. Once we find the contact we want to display a custom name of contact for on-going interaction item in embeddable framework. We tried the below solution but it did not work.
-
We have added "customInteractionAttributes" ("fw_contact_name") in framework.js
-
We have configured displayObject in framework.js to show the customInteractionAttributes as per the document https://developer.genesys.cloud/platform/embeddable-framework/configMethods/displayObject
display: {
interactionDetails: {
call: [
"framework.DisplayAddress",
"call.Ani",
"participant.fw_contact_name"
]
}
}
- Now when we receive a call, we search for freshdesk contact in "contactSearch" genesys event and publish " sendContactSearch " genesys event to set the below contact details
{ type: 'external', name: <freshdesk-contact-name>, id: <freshdesk-contact-id>, phone: <phone-number>, attributes: { fw_contact_id: <freshdesk-contact-id>, fw_contact_name: <freshdesk-contact-name>, }, }
- We also publish the event " addAttribute " to set the " fw_contact_name " attribute.
Even after these steps, the contact name we set in displayObject is still not being displayed on genesys embeddable framework.
Is there a way to do this? can someone suggest a solution for this usecase.