Cloud Pure Update The Tags

Element Name: Pure Cloud Update the tags

Category: Genesys Cloud

Description: Basic extension module with an editable name that allows updating tags in a conversation.

Functionality: Use this extension module to identify interactions through tags, for example, indicating that the interaction is for sales or is eligible for a credit offer.

For configuration, the following parameters must be considered:

Configuration of Pure Cloud Update the tags (Required)

[Region to use]: Dropdown list where the region must be selected.

[ClientId to create token]: Field of type GUID where the Client Id of the Genesys Cloud API to create a connection token is indicated.

[Client creation secret token]: Field of alphanumeric string type where the creation token or client secret for the connection to Genesys Cloud must be indicated.

[Conversation ID]: Field of type String Expression where the entity or expression containing the Conversation ID delivered as a unique identifier from Genesys Cloud must be placed.

[Conversation Tag]: Field of type String Expression where the name of the tag (Enclosed in single quotes) or the entity containing the tag name should be placed.

[The intention to execute in case of an error. The flow of the action will be interrupted, and the error description will be passed to the selected intention with the name: 'PURE_CLOUD_TAG_ON_ERROR']: Dropdown box where the intention to be activated in case of an error is identified.

Implementation Example

In the following example, this action is used to label a conversation, indicating whether it is for Support, Sales, or Post-sales.

--Input

[Region to use]: us_east_1

[ClientId to create token]: XX700000-6590-4bef-b000-3a8320490XXX

[Client creation secret token]: 0001cc23-cxxc-42f0-b963-444443740000

[Conversation ID]: 000780000-8765-4bef-b00h-3a83hjki0XXX

[Conversation Tag]: ‘Support’

[The intention to execute in case of an error. The flow of the action will be interrupted, and the error description will be passed to the selected intention with the name: 'PURE_CLOUD_TAG_ON_ERROR']: ERROR_INT

--Result

In Genesys Cloud, a search can be applied by the 'External Tag' field, and this field will contain the word 'Support' in the interaction with the conversation ID 000780000-8765-4bef-b00h-3a83hjki0XXX.