Expert Tips
Set External Tag Action
The external tag in Genesys cloud is a field that can be set on a conversation to store a string value up to 36 characters in length. This might be a contact ID from an external system, an account number, a transaction ID, etc. It can be viewed in the Genesys Cloud UI and used to search and filter conversations.
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https://help.mypurecloud.com/articles/set-external-tag-action/
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In an Architect flow, the Set External Tag action can be used to set this value (for example, a contact ID looked up from a CRM for a caller).
The external tag can also be set using a Genesys Cloud Data action that calls the endpoint /api/v2/conversations/${input.conversationId}/tags
This could be used in an agent script to allow the agent to enter a value to be associated with the conversation:
In this example, the input field is tied to a variable that is passed into the data action when the submit button is pressed along with the scripter interaction ID for the active conversation.
In the Interactions view (and others), the External Tag column can be added to view the value for the external tag for specific conversations and can be used as a view filter:
The field also appears in the Interaction Details view with other call metrics:
It also appears in the conversation details for an API query for a specific conversation:
