Return variables from SecureInboundFlow

Genesys Cloud Applications Architect
1

Hi!

I´m making a flow for get/validate/pay with the Customer credit card in a secure flow.
This secure call was started from an agent.

And, I need get some feedback from this secure flow when return to the agent... The credit card, some Id of the validation pay, etc, etc.
?It is possible to return this? // Alternatives?

Thanks a lot.

2

Set up a database.
Add a secure data action that will write to that information to the database--do this in your secure flow after the transaction ends and before returning to the agent.
Add another secure data action that will fetch the information from the database--add a button to the agent's script so they can do the fetch after the caller returns to them.

3

Hi Max, you can't return a value from a secure flow, but you can use a Set Participant Data action to write a conversation attribute. A script can then fetch this value via a Data Action. The workflow would be:

  1. Agent invokes the secure flow
  2. Customer completes required action(s)
  3. The call flow writes non-sensitive confirmation info using Set Participant Data
  4. Customer returns to the Agent
  5. Agent has a script with a button. The button's click action uses a PureCloud Data Action to fetch the particular attribute on the conversation. The input is the conversation id.
  6. The output of the Data Action is saved in a script variable that is bound to a display widget, such as a text field.

See the attached Data Action which may be helpful. Info on PC Data Actions:

Note the data action below is specific for pulling one attribute named "key". The translation map is not templatable, so it's not generalized for all attributes. You'll need to update the translationMap with the name of your Participant Data / attribute:

"translationMap": {
   "value": "$..key"
}

Replace key with your attrib name. You can have more than one. If any key may be missing, add a translationMapDefault to prevent the action from erroring out.

And of course - do not write any info to attributes which will violate PCI compliance. This is the sole responsibility of customers. Attributes are readable as plain text on the conversation record.

Get-conversation-attribute-by-conversation-id.json (1.2 KB)

4

What should the keys be used? (for the search / match)
Is there a CallID or CallGUI that is unique in the call at the representative point and then, when transferred to the Safe Flow?
{{Scripter.Interaction ID}} is unique??

5

Thank you! I will try this too!

6

{{Scripter.Interaction ID}} in the script. In the flow it's named Call.ConversationId.

7

Thanks! Works great!

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8

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