Genesys Cloud Email
- Trip Gilman
Email Accept Screenpop
Creating the Email Accept Screenpop Script
Screenpops in Genesys PureCloud are performed by scripts created in the Admin console and invoked by the call flows managed in Architect. In this section we will be creating a script capable of triggering an OpenMethods Popflow screenpop from scratch. You may also import the following example script and modify it for your environment.
Insert Script Here
Log in to Genesys PureCloud and select Collaborate / Communicate
Navigate to the Admin screen by clicking Admin in the top bar (highlighted in red)
Find the Contact Center section of the Admin screen and click Scripts (highlighted in red) to list current scripts
Click the Create button to create a new script. This will start script creation process
Give this script a name to indicate it’s purpose, such as OM Email ScreenPop. Make sure the Blank Script template is selected and click the Create button to open the script editor
Open the Actions tab of the tool box panel on the right side of the screen
Click the “+” button to the right of Actions to add a new custom action to the script and bring up the Action editor screen
Provide the action with a name, for example “Call OpenConnect API” and click the Add Step button to add a step to the custom action
Click the downward pointed arrow next to Scripter to expand the section
Scroll down in the popup panel and click Open URL from the list to add the step to the action editor screen
In the Open URL step section of the action editor screen, enable Open in New Window and change the default width and height of the window to something small. In the example we use 50x50. This window will automatically close as part of the screen pop process
Add the base Connect API url into the URL text area (including the '?' at the end)
North America: https://connect.openmethodscloud.com/api/sendmessage/bc/CTI?
Europe/GDPR: https://connect.gdpr.openmethodscloud.com/api/sendmessage/bc/CTI?
Add the jwt parameter to the url with the API Key obtained during the first step as the value. Keep in mind your API Key will be very long
Add the event parameter to the url with “Email+Accept” as the value (Don’t forget to put the ‘&' in front of 'event’
Add the agentId parameter to the url. The value will be added in the next steps
Click on the Insert Variable button above the text area to bring up the variable selection popup panel. Make sure the text cursor is located after the '=' for the agentId parameter or the value will be put in the wrong place
Scroll down to and select Scripter.Agent Email from the list to automatically add the value to the url field
Add the mediaType parameter to the url with “Email” as the value (Don’t forget to put the ‘&' in front of 'mediaType’
Click the '+' sign in the right panel to add a custom variable to the script
Click ‘String’ under Basic Types
Give the variable a name like ‘rnIncidentId’. Enable the Input slider. Click Apply to create the variable.
Add the rnIncidentId parameter to the url. The value will be added in the next steps
Click on the Insert Variable button above the text area to bring up the variable selection popup panel. Make sure the text cursor is located after the '=' for the rnIncidentId parameter or the value will be put in the wrong place
Scroll down to and select rnIncidentId from the list to automatically add the value to the url field
Click the Save button to save the custom action
Click the Script menu button at the top of the script editor page to bring up the Script menu
Select the Script Properties menu item to bring up the Script Properties panel on the right side of the script editor
Click on Email to expand the options for inbound emails
Click the slider to enable this script for emails
Click the page icon at the bottom of the editor to open the main script properties panel on the right side of the editor
Click the Page Load Action to bring up the action selection panel
Click the Custom drop-down to expand the custom section
Click the ‘Call OpenConnect API’ action
Click the Select button to select the action
Click the Script menu button again to bring up the script menu
Click the Save menu option to save the script
A notification will display in the upper right corner of the script editor to indicate the script was saved
Click the Script menu button again to open the script menu and click Publish to publish the script to make it available for use in call flows
As with Save, a notification will be displayed when the script has finished being published
Log out of the PureCloud application
Create Inbound Email Flow
Log in to PureCloud as an administrator and click Architect to open the PureCloud Architect application
Hover over the workflow selector in the upper left corner and select Inbound Email from the pop-up menu
Click ‘+ Add’ to create a new workflow
Give the workflow a name and click ‘Create Flow’
Click ‘Data’ in the left-hand navigation
Enter ‘rnIncidentId’ and click ‘Create’ to add a variable to hold the incident id
Click ‘Initial State’ in the left-hand navigation to return to the design canvas
Click the data icon to bring up the pop-up menu. Drag and drop the Get Participant Data action onto the Start block in the designer canvas
Put ‘rnIncidentId’ into the Attribute Name field. Put ‘Flow.rnIncidentId’ into the Variable to Assign field
Hover over the flow icon to bring up the pop-up menu. Drag and drop the Set Screen Pop action onto the arrow between the Get Participant Data and Disconnect blocks in the designer canvas
Click the script selection drop-down, and select the script created in the last section
Click the type selector and click on Expression
Enter ‘Flow.rnIncidentId’ into the rnIncidentId field
Click Save to save the workflow
Click Publish to publish the workflow
Email Close Screenpop
Add WebApp Integration
If you have already done this for another media type, you do not need to do it again.
Log in to Genesys PureCloud and select Collaborate / Communicate
Navigate to the Admin screen by clicking Admin in the top bar (highlighted in red)
Click “Integrations” in the Integrations section
Click “+ Integrations” to add a new integration
Scroll down and find “Web Services Data Actions” and click install
Enable the integration by clicking the “Inactive” slider
Confirm the activation by clicking “Yes”
Save the changes to the integration by clicking “Save”
Add Email Close Data Action
If you have already created a data action for another media type, you do not have to do it again.
Log in to Genesys PureCloud and select Collaborate / Communicate
Navigate to the Admin screen by clicking Admin in the top bar (highlighted in red)
Click “Actions” under the Integrations section
Click “Add Action”
Select the integration created in the previous section
Provide a name for the new action and click “Add”
Click “Setup” to configure the action
Switch to the JSON view for both Input Contract and Output Contract
Copy and paste the text below into the Input Contract text area
{
"type": "object",
"properties": {
"jwt": {
"type": "string"
},
"ANI": {
"type": "string"
},
"agentId": {
"type": "string"
},
"event": {
"type": "string"
}
},
"required": ["jwt", "ANI", "agentId", "event"]
}
Copy and paste the text below into the Output Contract text area
{
"type": "object",
"properties": {
"result": {
"type": "string"
},
"message": {
"type": "string"
}
}
}
Click “Configuration”
Click “GET” to open the context menu and select “POST”
Fill out the request url depending on your location
North America: https://connect.openmethodscloud.com/api/sendmessage/CTI
Europe/GDPR: https://connect.gdpr.openmethodscloud.com/api/sendmessage/CTI
Copy and paste the text below into the Request Body Template text area
{
"jwt": "${input.jwt}",
"agentId": "${input.agentId}",
"event": "${input.event}",
"ANI": "${input.ANI}"
}
Click “Save & Publish”
Confirm the publish request by clicking “Yes”
Create Email Close Workflow
Log in to PureCloud as an administrator and click Architect to open the PureCloud Architect application
Change the flow type by clicking Flows: Inbound Call and selecting Workflow
Click “Add” to create a new workflow
Provide a name for the new workflow and click “Create Flow”
Click the Data item of the Resources section in the left-hand navigation panel
Enter “userId” into the variable name field and click “Create”
Click “Flow.userId” to open the edit dialog box
Enable the “Input to flow” checkbox and click “Save”
Click “Initial State” item of the Starting State section in the left-hand navigation panel
Click the Binoculars icon to open the sub menu. Click and drag the Find User by ID action onto the start block in the workflow canvas
Enter ‘Flow.userId’ into the User ID field. Enter Flow.user into the User Result field
Click the Database icon to open the sub menu. Click and drag the Call Data Action onto the Found path below the Find User by ID block in the workflow canvas
Give the action a name
Select “Web Services Data Action” from the Category drop-down
Select “OpenMethods OpenConnect” (or the name you chose) from the Data Action drop-down
Provide your company’s JWT (this was obtained at the top of this guide
Click the page icon next to the ANI field and select “Expression” from the context menu
Leave the ““ as the value
Click the page icon next to the agentId field and select “Expression” from the context menu
Enter “Flow.user.username” into the agentId field
Enter “Email Close” into the event field
Any additional steps for error handling is an exercise for the reader
Click Save to save the workflow
Click Publish to publish the workflow
Create Email Close Trigger
Log in to Genesys PureCloud and select Collaborate / Communicate
Navigate to the Admin screen by clicking Admin in the top bar (highlighted in red)
Click the Triggers link under Architect
Click Add Trigger
Give the trigger a name and description. Click Add to create the trigger
Select 'v2.detail.events.conversation.{id}.user.end from the Topic Name drop-down
Select OpenMethods Email Close from the Workflow Target drop-down
Click Add Condition to filter when the trigger is fired
Enter ‘mediaType’ into the JSON Path field. Select Equals (==) from the Operator drop-down. Enter ‘'EMAIL'’ into the Value field
Click Create to finish creating the trigger
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