Trigger: ACW Event specific WrapUP Code

[Ernest_John_Nuque]

I'm trying to create a trigger similar to this Process Automation - Workflow Not Invoked from Trigger using the triggers UI in genesys admin.

when using this condition 'exist' trigger is firing correctly

but when I am using conditions for wrapupCode contains/equals it is not firing, but on test it is matching correctly.

I want to create a trigger that will only fire for specific wrap up code. Hope some one can help.

[Jerome.Saint-Marc]

Hello,

What have you used as value (with your Equals operator)?
The wrapupCode value to define in the trigger is the id of the wrapup code (not its name).

Regards,

[Ernest_John_Nuque]

thanks for the info will check on it, also is it possible to get the built-in variables on workflow such as call.ani/dnis/conversation ID from the previous interaction? .

here is the scenario which am trying to achieve using triggers and workflow

Step 1: agent call outbound then called party answer
Step 2: agent/called party hang up
Step 3: Agent select wrapupCode (i.e send sms - notification)
Step 4: Fire trigger depends on the wrapupCode selected (i.e send sms - notification).
Step 5: Workflow will run - in workflow need to get the number of the called party as the destination number of the SMS.
Step 6: Send SMS message to the called party number.

how to get the previous outbound call variables in work flow?

[Jerome.Saint-Marc]

The attribute values of the fired event/topic can be made available in the Architect flow.
In your case, you could use the "conversationId" attribute available in the v2.detail.events.conversation.{id}.acw event schema.
in your workflow, you just need to create a string variable "conversationId " and enable "Input to flow " under Variable Options.
When the workflow is triggered, this variable will be populated automatically - the conversationId if will be contained in Flow.conversationId

You can then leverage the Genesys Cloud Platform API to retrieve the necessary information.
You can invoke it via a Genesys Cloud Data Actions integration.
As an example, you could invoke GET /api/v2/conversations/{conversationId} and parse the result to retrieve what you need.

Regards,

[Ernest_John_Nuque]

Thanks you so much @Jerome.Saint-Marc, I am now able to do it. I did not know that I can create the conversation ID from the Resources->Data that was really new for me , also I stick with the wrapupCode 'Exist' == True then I just included the wrap up code name when invoking /api/v2/conversations/${input.conversationId} so that filters can be done in workflow and won't need to look for the wrapup id.