How to initiate call and pass data to script after "Transfer to ACD" action is done

[Sakshi_Gokharu]

Hello All,

I am currently working on a requirement in Genesys Digital Bot and would appreciate your guidance on how to implement the following scenario:

1. From digital bot, user gets option to chat with agent. For that purpose “Transfer to ACD” option is used.
2. Once transfer is successfully passed to agent, and at some point while chat when agent thinks that issue is not getting solved over chat then Agent is able to initiate a call using Customer's number.
3. Once call is initiated then I want to load a script at agent desktop. I want to pass some data which will give the context of the earlier conversation. This data is stored in the flow variable in Digital Bot.

I have tried to use Set Participant Data action to maintain the necessary information. But I am not able to access it in the script.

I would like to know how we can initiate the call and pass data to script. What is the correct approach to achieve this?

Thank you for your help and support!

[RobertWC]

This is a question better placed in the Community. You need to use the Set Screen Pop in your flow and pass input variables you have in your script with the variables the Bot collected. This needs to be before the Transfer to ACD tool. Copy this over to the Community under the Genesys Cloud Main group.