AI-generated summary
by navigating to Rule Management, creating a new call rule set with optional contact list selection, and defining the rule category along with corresponding conditions and actions.
When using data actions as conditions, users select the Data Action type and choose from available data actions, with pre-call rules supporting Contact ID and contact list columns, while wrap-up rules additionally support agent wrap-up data and call analysis results. Data actions require properly formatted input contracts defined as object types and must be mapped to outbound campaign data through Map of Outbound Values to Data Action Inputs controls. Users select outbound values and map them to corresponding data action inputs, with validation warnings indicating non-HIPAA/Secure Data compliant configurations requiring reconfiguration through Admin > Integrations > Actions.
Output evaluations assess data action return values using the Output Evaluations section, where users select return values, comparators, and comparison values. Currency evaluations support only results with two or fewer decimal places, while time evaluations support both specific date-time and relative time comparisons using "Is Earlier Than" and "Is Later Than" operators. String comparisons are case-sensitive, and comparison operators can be inverted through the invert comparator option. The Invert Condition switch controls rule execution based on whether conditions are met or not met, enabling inverted logic for opposite condition scenarios. The Data Not Found Resolution switch controls whether conditions evaluate True or False when data actions return no data, with False as the default.
Data actions configured as rule actions support pre-call inputs (Contact ID and contact list columns) and wrap-up inputs (agent wrap-up, call analysis results, contact ID, and contact list columns). Multiple data action inputs can be mapped by adding rows, allowing rules to pass necessary data to retrieve information from external systems like CRMs. Agent Wrap-up and Call Analysis Result fields may remain unpopulated, as wrap-up data does not appear for calls without agent contact and call analysis results may be blank when media servers determine disposition without audio analysis.
Data action execution times out after 20 seconds, resulting in call wrapping with error code ININ-OUTBOUND-RULE-ERROR-SKIPPED and an ERROR level event log with code DATA_ACTION_EXECUTION_FAILED. Performance considerations are critical, as data actions performing lengthy API calls or database lookups may impact outbound dialing efficiency and delay wrap-up processing by milliseconds to several seconds due to service-level concurrency and rate limits.
Data action contracts have specific limitations: top-level types must be objects; input contracts cannot pass arrays to remote endpoints; output contracts require translation maps to convert arrays to objects; rule conditions only support Boolean, integer, number, and string data types, not complex objects or arrays; non-JSON responses require middleware transformation; and output schema fields cannot be flattened. Maximum data action rule conditions per campaign is two, with maximum limits including two data actions as conditions and ten as actions per rule, rule set, and running campaign; exceeding these thresholds causes save failures with dialing error messages.
Genesys Cloud provides a feedback mechanism for documentation improvement, allowing users to rate article helpfulness and specify reasons for their assessment across categories including accuracy, clarity, and content organization. Related documentation topics include outbound dialing, integrations, data actions integration, rule configuration, custom action creation, digital rule evaluation, rule action configuration, multichannel campaign orchestration, and Salesforce Einstein Next Best Action integration.