Get Conversation Data action

AI-generated summary

Genesys Cloud's Get Conversation Data action enables workflows to retrieve and manage attribute information within conversation flows. The action allows access to participant data through name/variable pairs, including telephone numbers and email addresses. Key features include: - Conversation ID retrieval (max) - Participant ID tracking - Case-sensitive attribute handling - Variable assignment for retrieved attributes - Flow variable integration with existing or new variables Two primary output paths: 1. Found path: Indicates successful data retrieval, can trigger actions like: - Send Auto Reply - Decision actions - Complete Survey 2. Not Found path: Indicates failed data retrieval, enables: - Lower priority routing - New customer queue transfers - Abort Survey actions Technical considerations: - Attribute values may be overwritten if changed during flow execution - Requires exact case matching for attribute references - Variables are preceded by "Flow." in the system - Attribute names must be string literals and cannot be blank

Workflows can have attributes assigned to them. An attribute is a piece of information about an object that travels with it throughout the flow. For example, one attribute of a interaction object is the telephone number or email of the person who initiated the interaction. Each attribute is a name/variable pair. To get an attribute, specify its name and a string variable you wish to assign to the attribute.

Notes:

When the action completes, the flow takes the Found or Not Found output path, based on whether Architect finds the conversation ID or, if specified, the participant ID.
In some cases, the attribute value of a participant may change while the participant proceeds through a flow that also changes the attribute value. In this situation, if the user specifically calls the Get Conversation Data with the variable and string pair to save, then when the flow ends the value set by the flow overwrites the value in the cloud.
Attributes are case-sensitive. If you use an existing attribute in another part of the flow, ensure you match the case of the original attribute.

Use the Get Conversation Data action in a task to set up an attribute to retrieve from a workflow participant.

Action	Description and use
Name	Type a distinctive name for the action. The label you enter here becomes the action’s name displayed in the task sequence.
Conversation ID	The interaction’s conversation ID that you want to retrieve. The maximum string length is 36.
Participant ID	The caller’s participant ID that you want to retrieve.
Add attribute to retrieve	Click next to Attribute to open the Attribute Name/Value pair configuration fields.
Attribute Name	Assign a name to the attribute. The attribute name should be a string literal and will produce an error state if left blank.
Variable To Assign	When the participant attribute is retrieved, it is stored in the flow variable you specify here. The variable can then be used in other locations within the flow. When you select a variable name, Architect precedes the name with Flow. When you begin typing Flow., a list of existing variable names appears in a drop-down list. You can retrieve the participant’s attribute into a new flow variable, or into an existing flow variable defined elsewhere in the flow.

Output paths

Action	Description and use
Found path	This path indicates that the system successfully located the conversation data. To follow the route you want the interaction to take, drag the appropriate action below the Found path. For example, a Send Auto Reply action, a Decision action, or any other action or combination that follows your company’s flow design. For survey invite flows, add a Complete Survey action.
Not Found path	This path indicates that the system was unable to locate the conversation data. To direct the route you want the interaction to take, drag the appropriate action below the Not Found path. For example, route the interaction with lower priority than existing customers, or transfer them to a queue designed to help new customers get set up. For survey invite flows, add an Abort Survey action.

Action

Description and use

Found path

This path indicates that the system successfully located the conversation data.

To follow the route you want the interaction to take, drag the appropriate action below the Found path. For example, a Send Auto Reply action, a Decision action, or any other action or combination that follows your company’s flow design. For survey invite flows, add a Complete Survey action.

Not Found path

This path indicates that the system was unable to locate the conversation data.

To direct the route you want the interaction to take, drag the appropriate action below the Not Found path. For example, route the interaction with lower priority than existing customers, or transfer them to a queue designed to help new customers get set up. For survey invite flows, add an Abort Survey action.

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Get Conversation Data action

Output paths

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