The Find Users by Id action enables you to reference Genesys Cloud users dynamically and find them based on a string at IVR runtime. Use this action with data actions or data table lookup actions. For example, retrieve user IDs from a data action and pass it into the Find Users by ID action to obtain user references. Then, use the referenced users’ 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 a user by email, see Find User action. 

Note: You can look up a maximum of 50 users. The action looks up the first 50 users, but returns a NOT_SET for anything that exceeds the maximum number. For example, if you submit a list of 75 users, the system processes the first 50 and returns NOT_SET for the remaining 25 users.

From the Toolbox, expand the Find category and drag a Find Users by Id 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 Ids Enter the user Ids or a collection expression that locates the users. For example, MakeList(“5B943B5F-4205-B70F-8BE1-A245A94B2919”, ToString(NOT_SET)). At runtime, Architect performs a search for the specified users.
User Results

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

The contents in this field match the order of the User IDs collection passed in via the User IDs field. For example, the user result at Index 1 matches the user ID at Index 1. Likewise, the user result at Index 2 matches the user ID at Index 2.

Configure found, partially found, and not found paths

Name Description
Found

This path indicates that Architect located all of the users within the organization. 

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.

Note: The User Results field only populates when the flow follows the Found path or Partially Found path.
Partially Found

This path indicates that Architect only located some of the users in the collection.

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

Note: The User Results field only populates when the flow follows the Found or Partially Found path. For any User ID not found, the system returns NOT_SET values.
Not Found

This path indicates that Architect did not find any of the matching users. The variable you specify in the User Results 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, send an automatic reply or transfer the action to the main menu.

Note: The User Results field does not populate when the flow follows the Not Found path.