Can someone please help with my query here. We trying to save the participant data in Salesforce for an Outbound interaction for the data generated from Script.
Working case: Incoming call
Agent in Salesforce receives an inbound call and update the Participant data in the script.
We have mapped that Participant data(abc) in Salesforce Activity field mapping and we can see the value is populated in the salesforce Task.
Non-Working case: Outbound call
Agent in Salesforce makes a Outbound on behalf of Queue and update the Participant data in the script.
We have mapped the Participant data(abc) in salesforce, but the value is not getting updated in the salesforce Task. However, we could see the updated value for that data in the Genesys interaction.
Can someone please guide if any additional mapping or config changes to be done in Salesforce side inorder map the Outbound Participant data with Salesforce field.
The same mapping works for inbound call and not for outbound call when the interaction is made on behalf of queue.
Do you use an outbound architect flow??? Try to initialise the participant on the flow and before update the value on the script and see if the issue still exists.
Another way to update the task is using a Salesforce data action on the script to update the task.
Hope it helps