Merging 2 API Calls

Data Actions
1

Hi All,

We need to merge 2 API calls in Genesys Cx so that we get single output from our CRM system based on our input.

Example:

1st API Call:

Input Contract: Account Number

Output Contract: Balance, Date

2nd API Call:

Input Contract: Account Number

Output Contract: Address

URLs for both are slightly different.

So when customer enters billing number Genesys invokes 1st API call to get output and invokes 2nd API call to get output and combines both outputs together( Balance, Date, Address)

Please note Input is same for both API calls , Due to CRM design we are unable to map or filter all fields in one API call.

Is this possible in Genesys Cloud ?

Thanks !!

2

Yes, just do steps 3 and 4 twice: Use data actions in Architect for integrations - Genesys Cloud Resource Center

3

Thanks @tim.smith

If you see below diagram, I have back to back Data Actions with Success, Failure and timeout paths.

So once 1st data action is successful it takes success path then next Data action invoked correct with different output

Trying to understand how Architect combines outputs of both data actions to be played back to customer ?

image

4

That's something you would do based on your requirements for such a thing; the data action just makes an API request. You can find the Architect actions, which include actions for things like playing audio (first thing on the list), here: Task and state editor actions - Genesys Cloud Resource Center.

5

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