Post Chat Survey

Genesys Cloud Web Chat
1

Dears,
Good Day.
I'm creating post chat survey using Survey Dynamix web survey, in their documentation they indicated that a unique random id is generated and sent in the web chat initiation as an attribute.
And to use context.SDX-external_ref as the name of the attribute.
I tried adding the attribute in the chatConfig but it didn't work.
So please i need to know how to send this attribute in my chat widget during the chat initiation.
Thanks & Best Regards
Joseph Talaat

2

You can put any attribute name/value pairs in the data property of your web chat config object and they'll be available as participant attributes. This is documented here: https://developer.mypurecloud.com/api/webchat/. If have followed the documentation and it's still not working, please provide the configuration object you're using.

3

Thanks Tim for your answer, it worked.
I have another question please, How can i get the conversation Id in the chat end event?
Thanks again for your support.

4

You cannot get the conversation ID on the customer side of the chat. If you need to associate the conversation ID on the customer's side, you'll have to implement some process to find the conversation by making authenticated API requests. If you're passing in some unique ID when you create the chat, you can look through conversations and find the one with that ID as a participant attribute.

5

@josephtalaat could you help me understand what you need the conversation ID for? Is that used for the survey integration?

6

Thanks Tim for your answer, much appreciated.

7

@anon39326996 yes we need it for survey integration, we need user to be able to access survey from related Purecloud conversation or access Purecloud conversation from the related survey.
we can't access the survey from Purecloud, and to access the conversation from the survey user has to copy the conversation id manually from the survey and search it in Purecloud.(As per my understanding Survey Dynamix use the SDX-external_ref to get data from Purecloud like agent name, email, conversation Id,... but they only show it to user).
The proposed solution from Survey Dynamix team was to send the conversation Id as a parameter to the survey and they will make a URL in the survey which links to the Purecloud conversation.

1 Like
8

Thank you, makes sense. There may be an opportunity to improve this with our new chat APIs but for now I would follow Tim's recommendation.

9

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