I've recently been experimenting with scripts used for digital channels and was attempting to recreate some functionality I've successfully implemented with voice flows.
Specifically, I have set up some transfer controls which use a dropdown to select a string value, which is then used to initiate a transfer to the ID of an inbound call flow, passing along UUI data as well to inform a specific configuration profile which the flow then uses for purposes of adding components like language skills or ACD skills.
Specifically, I've been doing this by doing a consult or blind transfer to sip:guid with the guid being the id of the inbound flow, but I understand you can also do it in the format of flow_name@localhost to similar effect.
In creating a Digital design, I attempted to recreate a similar mechanism, but have found that I am not able to do the same thing. I believe this is due to the following I see in the help article regarding the applicable scripter actions:
#### Blind Transfer-transfers the interaction to a number, queue, or user
This action transfers the interaction to a number, queue, or user so that agents do not have to remember where to transfer interactions.
1. Click Scripter.Blind Transfer.
2. Under Address, choose Interpolated Text, Queue, or User:
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- Interpolated Text: Enter a phone number. For example, 317-555-5555.*
3.Note: If you enter an invalid number, Genesys Cloud still attempts to make the transfer.*
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- Queue: Choose a queue.*
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- User: Choose a user.*
4. Click Select.
- User: Choose a user.*
The noteworthy component being that it seems to treat interpolated text as being voice related.
I have found that I can use custom actions to just set a variable, then use the If/Then/Else logic to call specified blind transfers to specific queues, which covers a queue level transfer via a dropdown, but I have not yet found a way to do Queue + ACD skill for example.
I am curious if anyone has a potential solution for recreating that type of functionality for a digital interaction. In the end, the actual missing piece is just being able to transfer to an inbound message flow for a digital interaction like I can with voice interactions and an inbound call flow.
Alternatively, if there is some other method to add customizations like ACD skills to a digital transfer, that would work to similar effect.
Things I've tried:
- Transferring to the GUID value
- Transferring to sip:guid value
- Transferring to flow_name@localhost
- I've found that you can't consult transfer digital interactions in general via testing, so the above were tested with Scripter.Blind Transfer