We have a in-house CRM system where we track customer data, notes about the outcomes of calls, etc. One challenge that we have is that we don't have way to link a Genesys conversation to a customer in our CRM or a note that is left in the CRM after the call. We currently can link by phone number, but that only works for a portion of accounts (for example, if a customer calls in with a phone number that isn't on their account).
Do you have any best practices for how other people are handling this problem?
We just include the ConversationId as a field in the interaction record in ours, so each customer has a list of interactions and when those were through genesys the conversation id is there.
I considered that, but I was hoping to build something that doesn't require a human to remember to enter data for every interaction, otherwise it won't be done reliably and consistently.
About all I can tell you due to IP restrictions is it calls a Common Module that calls the Data Action for the API to our CRM and passes it Call.ConversationId as a parameter along with other Flow level attributes we've looked up or set and the CRM's API returns other details about the customer that Genesys wouldn't normally have.