Our customer wants to use the built-in customer survey function in Salesforce to send an SMS after a completed call.
So far they have used the attribute "call.state" to identify a completed call and send the SMS.
However, "call.state" sends a "disconnected" value when a call is transferred between agents, so the customer ends up receiving the survey SMS during the call and not after (if the call was transferred).
We looked at the API for calls and the participants array contains:
"purpose": "customer",
"state": "terminated",
state: "terminated" seems like it could be used since it only enters that state when a call is fully completed.
The issue now is that in Salesforce they only see "purpose": "customer", and not the related state, so they cannot map it and use it.
is there a way for Salesforce to identify when a call is fully completed/terminated, so they can create a mapping and send the SMS correctly?
- They use the Genesys cloud for Salesforce plugin/client. if that makes a difference.