Scenario: When the customer called the contact center TFN and gone through IVR. Now we have the intent from customer and some participant data as well for the voice call. Now after a while, the same customer initiated a web messenger chat . Here i don't want to capture the intent/customer details again. Instead i would like to use the participant data collected in the voice call. Is this possible? If yes, can you please explain how and what is needed to achieve this? Also i would like to check ,Is there any out of the box feature in Genesys cloud as it is a omni channel CCAAS solution.
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