Use the Set External Tag action to associate interactions in Genesys Cloud with records in your organization’s customer relationship management (CRM) system or system of records (SOR). This feature enables you to attach an external tag to interactions and then retrieve the records associated with the unique tag in real time or historically.

You can search for and filter interactions based on this tag in the Interactions view, Agent Interactions Detail view, Queue Interactions Detail view, and Scheduled Callbacks view.

Notes:
  • External tag data is not available for web chat interactions.
  • If you update the tag after the conversation ends, the updated tag will not appear on any subsequent metrics.
Action Description

Name

 Type a name for the action. The label you enter here becomes the action’s name displayed in the task sequence.

External Tag

Enter a string value for the tag, up to 36 characters.

Success path

This path indicates that the system successfully located the external tag.

To follow the route you want the interaction to take, drag the appropriate action below the Success path. For example, a Send Auto Reply action, a Decision action, or any other action or combination that follows your company’s flow design. 

Failure path

This path indicates that the system was unable to locate the external tag.  

To direct the route you want the interaction to take, drag the appropriate action below the Not Found path. For example, transfer to a support queue.