The Find User action enables you to search for a Genesys Cloud user based on an email address at IVR runtime. Use this action with data actions or data table lookup actions. For example, retrieve an email address from a data action and pass it into the Find User action to obtain a user reference. Then, use the referenced user information in a Transfer action. For information on how to find a user by ID, see Find User by Id action. For information on how to find more than one user by ID, see Find Users by ID action.

Notes:
  • The dynamic lookup limit for a unique type is 25.
  • Each lookup is unique, so multiple lookups for the same object in the flow only count as 1.
  • The total lookup limit per flow is 100.

From the Toolbox, expand the Find category and drag a Find User action into the appropriate location in the task editor.

Name Description
Name field Type a distinctive name for the action. The label you enter here becomes the action’s name displayed in the task sequence.
User Email

For the user you want to find, enter the Genesys Cloud email address as a string literal or string expression. For example, “john.doe@yourcompany.com”. At runtime, Architect searches for the Genesys Cloud user in your organization that is associated with the specified email address string value.

Note: The search is case-insensitive.
User Result

If the system finds an exact match, it stores that value in the variable you specify here. You can then use the variable in other areas of the flow. 

Configure found and not found paths

Name Description
Found

This path indicates that Architect successfully looks up the user’s email within the organization. The variable you specify in the User Result setting updates to the Architect user that the system looks up.

Drag the appropriate action into the Found path so that it follows the route you want the interaction to take. For example, a transfer action.

The user name value in the returned user value holds the actual email address as configured on the user in Genesys Cloud.

Note: The User Result field only populates when the flow follows the Found path. 
Not Found

This path indicates that Architect did not find the matching user’s email. The variable you specify in the User Result setting remains untouched.

Drag the appropriate action into the Not Found path so that it follows the route you want the interaction to take. For example, jump to another menu, such as the main menu.

Note: The value of the variable that you configure on the Found result setting is left untouched when the system takes the Not Found path..