Concepts for the data actions integration


Note: This article applies to the AWS Lambda, Microsoft Dynamics 365, PureCloud, Salesforce, web services, and Zendesk data actions integrations.

Several key concepts are helpful for understanding how the integration works. The diagram illustrates the relationship between these concepts.

Integrations, categories, and actions diagram

An asterisk (*) denotes concepts that appear in the diagram. Bold denotes terms explained in this article.

Names*

Names are the names of the integrations that you add and configure in PureCloud. These names are also the names of categories used throughout PureCloud to refer to the integrations and their associated data actions.

Categories*

Categories are collections of related data actions (static actions and custom actions). Categories help you find data actions related to a particular integration when you create an interaction flow in Architect, design a script, or use another PureCloud application. Category names match the names of the integrations in your PureCloud organization. 

Data actions

Data actions allow you to access data from the web service and perform tasks with that data (such as adding specific customer data to agent scripts). Data actions are divided into static actions and custom actions.

Static actions*

The AWS Lambda data actions integration does not provide static actions.

Custom actions*

Custom actions are a type of data action that administrators create. Custom actions allow you to retrieve, update, or create any data. With custom actions, you can act on data from your AWS Lambda functions through an interaction flow in Architect, through agent scripts, or through other PureCloud applications.

For more information about the integration, see About the AWS Lambda data actions integration.

Names*

Names are the names of the integrations that you add and configure in PureCloud. These names are also the names of categories used throughout PureCloud to refer to the integrations and their associated data actions.

Categories*

Categories are collections of related data actions (static actions and custom actions). Categories help you find data actions related to a particular integration when you create an interaction flow in Architect, design a script, or use another PureCloud application. Category names match the names of the integrations in your PureCloud organization. 

Data actions

Data actions allow you to access data from the web service and perform tasks with that data (such as adding specific customer data to agent scripts). Data actions are divided into static actions and custom actions.

Static actions*

Static actions are a type of data action that comes pre-built with the integration. You can use these static actions throughout PureCloud, or as guides when creating custom actions for the integration.

  • Get Account By Account Id

    Returns an account record based on an account ID.

  • Get Account By Account Name

    Returns an account record based on an account name.

  • Get Account By Account Number

    Returns an account record based on an account number.

  • Get Account By Contact Id

    Returns an account record based on a contact ID.

  • Get Account By Phone Number

    Returns an account record based on a phone number.

  • Get Case By Case Id

    Returns a case record based on a case ID.

  • Get Contact By Contact Name

    Returns a contact record based on a contact name.

  • Get Contact By Email Address

    Returns a contact record based on an email address.

  • Get Contact By Phone Number

    Returns a contact record based on a phone number.

  • Get Most Recent Open Case By Contact Id

    Returns the most recent open case record based on a contact ID.

Custom actions* 

Custom actions are a type of data action that administrators create. Custom actions allow you to retrieve, update, or create any data. With custom actions, you can act on data from your CRM through an interaction flow in Architect, through agent scripts, or through other PureCloud applications.

For more information about the integration, see About the Microsoft Dynamics 365 data actions integration.

Names*

Names are the names of the integrations that you add and configure in PureCloud. These names are also the names of categories used throughout PureCloud to refer to the integrations and their associated data actions.

Categories*

Categories are collections of related data actions (static actions and custom actions). Categories help you find data actions related to a particular integration when you create an interaction flow in Architect, design a script, or use another PureCloud application. Category names match the names of the integrations in your PureCloud organization. 

Data actions

Data actions allow you to access data from the web service and perform tasks with that data (such as adding specific customer data to agent scripts). Data actions are divided into static actions and custom actions.

Static actions*

Static actions are a type of data action that comes pre-built with the integration. You can use these static actions throughout PureCloud, or as guides when creating custom actions for the integration.

  • Get Estimated Wait Time

    Returns the estimated wait time for a specific media type and queue.

  • Get PureCloud User Presence

    Returns a user's presence, which indicates whether the user can be reached in PureCloud.

  • Get PureCloud User Routing Status

    Returns a user's routing status, which indicates whether the user is able to receive ACD interactions.

Custom actions*

Custom actions are a type of data action that administrators create. Custom actions allow you to retrieve, update, or create any data. With custom actions, you can interact with the Platform API through an interaction flow in Architect, through agent scripts, or through other PureCloud applications. 

For more information about the integration, see About the PureCloud data actions integration.

Names*

Names are the names of the integrations that you add and configure in PureCloud. These names are also the names of categories used throughout PureCloud to refer to the integrations and their associated data actions.

Categories*

Categories are collections of related data actions (static actions and custom actions). Categories help you find data actions related to a particular integration when you create an interaction flow in Architect, design a script, or use another PureCloud application. Category names match the names of the integrations in your PureCloud organization. 

Data actions

Data actions allow you to access data from the web service and perform tasks with that data (such as adding specific customer data to agent scripts). Data actions are divided into static actions and custom actions.

Static actions*

Static actions are a type of data action that comes pre-built with the integration. You can use these static actions throughout PureCloud, or as guides when creating custom actions for the integration.

  • Get Account By Account Number

    Finds an Account record by searching Salesforce for an account number.

  • Get Account By Contact Id

    Finds an Account record by searching Salesforce for a contact ID.

  • Get Account By Phone Number

    Finds an Account record by searching Phone Fields in Salesforce for a phone number.

  • Get Contact By Email

    Finds a Contact record by searching Salesforce for an email address.

  • Get Contact By Phone Number

    Finds a Contact record by searching Phone Fields in Salesforce for a phone number.

  • Get Most Recent Open Case By Contact Id

    Finds the most recent open Case by searching Salesforce for a contact ID.

Custom actions* 

Custom actions are a type of data action that administrators create. Custom actions allow you to retrieve, update, or create any data. With custom actions, you can act on data from your CRM through an interaction flow in Architect, through agent scripts, or through other PureCloud applications.

For more information about the integration, see About the Salesforce data actions integration.

Names*

Names are the names of the integrations that you add and configure in PureCloud. These names are also the names of categories used throughout PureCloud to refer to the integrations and their associated data actions.

Categories*

Categories are collections of related data actions (static actions and custom actions). Categories help you find data actions related to a particular integration when you create an interaction flow in Architect, design a script, or use another PureCloud application. Category names match the names of the integrations in your PureCloud organization. 

Data actions

Data actions allow you to access data from the web service and perform tasks with that data (such as adding specific customer data to agent scripts). Data actions are divided into static actions and custom actions.

Static actions*

Static actions are a type of data action that comes pre-built with the integration. The static actions for the web services data actions integration are templates that you can use as guides when creating custom actions for the integration.

  • Template - Create Calendar Reminder

    Example POST to a web service. 

  • Template - Current Weather

    Example GET request that returns a full response from the web service without modification.

  • Template - Current Weather Pick and Choose Response

    Example GET request that builds a response after extracting individual values from the web service response. This action is a secure action. For more information, see Work with secure call flows.

  • Template - Current Weather Subset Response

    Example GET request that builds a response after extracting full objects from the web service response. 

Custom actions*

Custom actions are a type of data action that administrators create. Custom actions allow you to retrieve, update, or create any data. With custom actions, you can act on data from your web service through an interaction flow in Architect, through agent scripts, or through other PureCloud applications.

For more information about the integration, see About the web services data actions integration.

Names*

Names are the names of the integrations that you add and configure in PureCloud. These names are also the names of categories used throughout PureCloud to refer to the integrations and their associated data actions.

Categories*

Categories are collections of related data actions (static actions and custom actions). Categories help you find data actions related to a particular integration when you create an interaction flow in Architect, design a script, or use another PureCloud application. Category names match the names of the integrations in your PureCloud organization. 

Data actions

Data actions allow you to access data from the web service and perform tasks with that data (such as adding specific customer data to agent scripts). Data actions are divided into static actions and custom actions.

Static actions*

Static actions are a type of data action that comes pre-built with the integration. You can use these static actions throughout PureCloud, or as guides when creating custom actions for the integration.

  • Get Most Recent Ticket By Email Address

    Returns the most recent ticket based on an email address.

  • Get Most Recent Ticket By User Id

    Returns the most recent ticket based on a user ID.

  • Get Organization By Organization Id

    Returns an organization record based on an organization ID.

  • Get Organization By Organization Name

    Returns an organization record based on an organization name.

  • Get Ticket By Ticket Id

    Returns a ticket based on a ticket ID.

  • Get User By Email Address

    Returns a user record based on an email address.

  • Get User By Phone Number

    Returns a user record based on a phone number.

  • Get User By User Id

    Returns a user record based on a user ID.

  • Get User By User Name

    Returns a user record based on a user name.

Custom actions* 

Custom actions are a type of data action that administrators create. Custom actions allow you to retrieve, update, or create any data. With custom actions, you can act on data from your CRM through an interaction flow in Architect, through agent scripts, or through other PureCloud applications.

For more information about the integration, see About the Zendesk data actions integration.