The Event Triggers, with corresponding Script, seem like a great feature in Zoom Contact Center flows, but I have yet to get anything to trigger and add a value to a local variable for use in the HttpCall widget. I am sure this is user error and am hoping for any guidance from someone that has gotten it to work properly. The provided Zoom support articles do not help with this.
In particular I am trying to trigger some things for Disposition Saved and Engagement Recording Ended.
I am trying to pull the [global_system.Engagement.disposition] variable value using the Disposition Saved trigger and do some API calls to get the cloud recording transcript URL with the Engagement Recording Ended trigger.
I can’t get the corresponding local variables to not stay as empty strings causing an error with the HttpCall widget.
Thank you!
Hi Brandon,
The Event Scripts run the custom javascript code when the associated event is triggered.
For events such as Disposition Saved and Engagement Recording Ended, these happen after the engagement is completed. Because of that, there is no way to use these events in conjuction with widgets in the Flow, such as the HTTP Call widget. You will need to perform all your actions within the javascript code itself.
It is worth mentioning that some events, such as Engagement Started, happen at the beginning of engagements, and therefore those events do have the abilitty to update variables which can then be accessed later by other widgets within the Flow.
If you need to use both Event Scripts for events like Disposition Saved, and Flow widgets, please reach out to your account team. We do have an item on the roadmap backlog that can help here, and your input could help on that Feature Request. Thanks.
Thank you for replying!
I had actually figured out that I needed to put all the script in that Event trigger script this morning haha. I was looking at a flow that someone else had already started work on, and they were using the HttpCall widget to create a ticket in Jira so I was chasing that option and was having trouble with the Disposition getting added as you explained.
I appreciate your help 