Hi,
Is it possible to update the call note field from an API before the interaction is answered by an agent? I want to add some information in the Call Flow before the interaction is transferred to a queue.
Off hand I am going to guess no, because that note is tied to Wrap, which is tied to the agent's participant, and if you don't know who the agent is going to be you can't add a note on their behalf.
If you want to get information to the agent when the call comes in that's a screen pop and can be setup in architect
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