Connect guides to external services with data actions

AI-generated summary

Genesys Cloud enables AI agents to connect guides to external services through data actions, allowing retrieval and utilization of external data during conversations. Data actions permit AI agents to access external data sources such as CRM databases to retrieve contact information including name, address, contact numbers, account number, and account status. Implementation of data actions in guides requires navigating to Menu > Orchestration > AI Studio > Guides, then opening or creating a guide. Within the Instructions tab, users type "/" to access a dialog box offering data action insertion options, select the required data action from available options, and save the configuration. The system displays data action details in an expandable right panel and allows users to open specific data actions in new browser tabs. Technical requirements include ensuring all input and output contract parameters have proper descriptions and that parameter names match corresponding variables. Naming conventions for data actions require fewer than alphanumeric starting characters, and alphanumeric characters with underscores or hyphens only, excluding consecutive underscores or hyphens. Guides support a maximum of 20 data actions per guide, with each invocation counting toward session execution limits. Data action availability is subject to specific limitations: secure data actions are unavailable in guides, and data actions configured with null value parameters or incorrect naming conventions are excluded. Users can create variables for data action inputs and outputs to establish proper parameter mapping. Prerequisites for implementation include Virtual Agent enablement and appropriate AI Studio permissions, with custom data actions available through dedicated creation workflows. Parameter documentation must include descriptions that align with corresponding variable descriptions and provide essential context for users. Documentation should include specific details such as event information (event act, type, and venue) and order identifiers (represented as 7-digit numbers for customer orders). The platform offers comprehensive guidance resources including links to documentation on AI Guides, data actions integrations, External Contacts management, and integration workflows including Amazon Lex V2 quick start guides. Users can provide feedback on documentation through structured mechanisms that capture user role and specific improvement suggestions, addressing concerns regarding content accuracy, outdatedness, searchability, and user interface usability

PrerequisitesClick to expand

Data actions enable your AI agents to access external data sources and use the retrieved data to perform the task at hand. During a conversation, your AI agent can retrieve relevant information about a contact from a CRM database, such as name, address, contact numbers, account number, or account status.

For more information about creating a custom data action, see Create a custom action for integrations.

Use data actions

Click Admin.
Under AI Studio, click Guides.
Click Menu > Orchestration > AI Studio > Guides.
Open an existing guide or create a new one.
In the Instructions tab, place your cursor where you want to insert a data action and type /.
A pop-up dialog box appears showing options to insert a data action or variable.
Select Data Actions. The dialog box now lists the available data actions.
Select the required data action.
To view more details about the data action, click the data action name.
The right panel expands and displays information about the data action. Click View and open the specific data action in a new browser tab or click Done to close the panel and return to the instructions tab.
Click Save.

Notes:

Ensure that all parameters on both the input and output contracts of the data action have proper descriptions.
Ensure that the parameter names and the variables to which they correspond match properly.
The maximum number of data actions that you can have in a guide is 20.
The number of data action invocations in a guide counts toward the data action execution limits per session.

Data actions availability

Secure data actions are unavailable in guides.
Data actions may not be available for selection in guides if they are configured as follows:
- Data actions with null value parameters
- Data actions with incorrect naming. The data action’s name must conform to the following requirements:
  - Must be fewer than 100 characters
  - Must start with an alphanumeric character
  - Must contain alphanumeric characters, underscores, or hyphens only
  - Must not contain consecutive underscores or hyphens

Note: If you do not see a data action in the available data actions list, try refreshing the page. The list of available data actions are retrieved on-page load.

Use parameters of a data action

To use the parameters of a data action, you can create variables for the inputs and outputs. They must match in names and have meaningful descriptions. You can set the name and descriptions when you create the data action. The parameter descriptions must provide the necessary information and be similar to the variable descriptions that they represent.

Examples:

Events: A list of events that contains the event act, type, and venue
Order number: A 7-digit number that represents the customer’s order

For more information about writing instructions and publishing a guide, see Write and publish guides.

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Use data actions

Click Admin.

Under AI Studio, click Guides.

Click Menu > Orchestration > AI Studio > Guides.

Open an existing guide or create a new one.

In the Instructions tab, place your cursor where you want to insert a data action and type /.
A pop-up dialog box appears showing options to insert a data action or variable.

Select Data Actions. The dialog box now lists the available data actions.

Select the required data action.

To view more details about the data action, click the data action name.
The right panel expands and displays information about the data action. Click View and open the specific data action in a new browser tab or click Done to close the panel and return to the instructions tab.

Show meClick to expand

Click Save.

Notes:

Ensure that all parameters on both the input and output contracts of the data action have proper descriptions.
Ensure that the parameter names and the variables to which they correspond match properly.
The maximum number of data actions that you can have in a guide is 20.
The number of data action invocations in a guide counts toward the data action execution limits per session.

Data actions availability

Secure data actions are unavailable in guides.

Data actions may not be available for selection in guides if they are configured as follows:

Data actions with null value parameters
Data actions with incorrect naming. The data action’s name must conform to the following requirements:
- Must be fewer than 100 characters
- Must start with an alphanumeric character
- Must contain alphanumeric characters, underscores, or hyphens only
- Must not contain consecutive underscores or hyphens

Note: If you do not see a data action in the available data actions list, try refreshing the page. The list of available data actions are retrieved on-page load.

Use parameters of a data action

Examples:

Events: A list of events that contains the event act, type, and venue

Order number: A 7-digit number that represents the customer’s order

For more information about writing instructions and publishing a guide, see .

Connect guides to external services with data actions

Use data actions

Data actions availability

Use parameters of a data action

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Connect guides to external services with data actions

Use data actions

Data actions availability

Use parameters of a data action

[NEXT] Was this article helpful?