Get Assigned Customer Intents action
External contacts are direct customers or individuals, such as employees of companies that you do business with. Genesys Cloud automatically creates a temporary or ephemeral contact during an interaction when a match does not exist. For more information about External Contacts, see About External Contacts and About creating a repository of customer data.
In Architect, use the Get Assigned Customer Intents action to retrieve the last 25 customer intents associated with an external contact. This action allows you to create context-aware routing using prior customer intent data to improve personalization and operational efficiency in real time. It helps you determine whether a specific customer intent relevant to the flow is already assigned.
The Get Assigned Customer Intents action is available in voice bot and digital bot flows. From a new or existing flow, open a task or state. From the toolbox, expand the Flow container and drag a Get Assigned Customer Intents action into the task editor.
| Field | Description |
|---|---|
Name | Type a name for the action. The label you enter here becomes the action’s name displayed in the task sequence. |
External Contact ID | Enter a literal value or expression in the External Contact ID field. The action retrieves the intents associated with the selected external contact and creates a collection variable for use with the Customer Intents Result field. |
Customer Intents Result | Type a name for the collection variable to store the customer intents retrieved in this action. You can reference this variable in the rest of the flow. The variable includes the following data for each intent, for up to 25 intents:
|
Failure Outputs | errorType: A non-empty string that contains the type or category of the error. errorMessage: A non-localized failure message. The string may be empty or NOT_SET. |
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