Overview: Insert workflow module (Console)

This article explains the Insert workflow module in Console.

In this article

Overview

The Insert workflow module is used to add data to an external database like Salesforce, Zendesk, or a custom database (MySQL, MS SQL, or PostgreSQL). With the Insert Module, you can gather data from an interaction or workflow and save it on an external database so that it can be retrieved later.

You can create integrations between avaya.cx and external databases in the Integrations workspace in Console (Account > Integrations).

This article explains the general structure of the Insert module and how you can use it to add data from a workflow to your external database.

Configuring the Insert module

Insert section

The Insert section is where you build out the data you want to save to the database. Once the Insert module is added to the editor, double-click it to open it. The module’s configuration panel opens on the right side of the editor, and you’ll be presented with a screen like the screenshot below:

The initial settings available for editing are:

• Label (the name of the module)

• Database

The Database dropdown menu shows you all of the types of database you’ve configured in Console (Account > Integrations). This is where you can tell the Insert module what type of database you want to add data to 

Note: Options only appear in the Database dropdown menu if you’ve already successfully configured an integration with Salesforce, Zendesk, or a custom database.

For the purposes of this overview, we can select Salesforce as the type of database to insert data into.

Once a database is selected from the Database menu,, a new dropdown menu appears: Connection. This is where you choose the specific type of connection you want to use.

In the screenshot above, we’ve selected the connection called default. Once we select the connection, a new dropdown menu appears: Object.

The Object dropdown menu is where you choose the table you want to insert data into.

• For Salesforce connections, Salesforce has documentation of objects it makes available for use.

• For custom database connections, the Object dropdown will show all of the tables on your custom database. Refer to your organization’s documentation on these tables since these objects are specific to that database.

Once you select an object, a row containing two input fields appears directly below the Object dropdown menu:

• Object Field

• Type

In addition to these three, if you select Variable or Advanced under the Type menu, you’ll see an additional text field called Value.

Tip: Everything left of the arrow is on  Salesforce (or a custom database). Everything right of the arrow is on the Edify side.

The purpose of the Insert module is to put new data on a database table. In the screenshot above, the workflow is taking two elements from an interaction (the Name and the Phone Number) and mapping it to properties of the Contact object in Salesforce. 

Set Variables section

The Set Variables section is where you can optionally take values from the resource you create from the insert action and map them to variables; you can then use those variables  in the workflow. This section is optional, so you don’t need to complete it for the module to function.

For example, if your Salesforce instance (or custom database) automatically generates a unique identifier for a record when it’s created, you could return this record as a variable. You could then use the variable for various purposes in the workflow, including variable replacement in workflows.

Use case

One use case for the Insert module is in an embedded workflow to add a case to Salesforce during an interaction.

For example, suppose that you want an outbound sales queue user to be able to add a new contact to Salesforce mid-interaction once they qualify a prospect. You could create an embedded workflow that runs the Insert module to add the new contact to Salesforce.

The screenshot below shows the structure of the Insert module. In this example, when the embedded workflow runs, the insert module creates a new case in the Case object in Salesforce. It assigns three fields: 

• The email address of the caller

• The case type (as defined by the queue user)

• A description (as provided by the queue user)

You could add as much or as little information as you’d like when creating a case with the Insert module. 

Once the case has been added to Salesforce, you could use another module like the Look Up module and Update module to look up data about the case for future interactions or modify data, respectively.

Visual breakdown

Exterior structure

Interior structure

Below is the deep dive explanation for each interior area of the Insert module.

• Label: The Label field is where you can give a customized name to the workflow module.

• Save: Press the Save button to save any changes to the module.

• Database: The Database dropdown menu is where you select the kind of database you want to insert data into.

• Connection: The Connection dropdown menu is where you choose the specific database connection you want to use.

• Object: The Object dropdown menu is where you choose the table you want to insert data into.

• Object Field: The Object Field dropdown is the data value on the database you want to create with the new value..

• Add: The Add button lets you add more fields to queries or variables to insert into the object.

• Trash can: The Trash can icon removes a query or a returned field.

The type menu is where you select what kind of value you want to query or map to. In most circumstances, these are properties of an interaction.

• Linked IDs: For values from Salesforce, Zendesk, or a Custom Database

• Advanced: For custom values and targeting advanced variables on an interaction.

• Source: Contains data associated with the customer, like:

  • • Phone Number

    • Email

    • Person Id

    • Person Device Id

    • Person Session Id

• Details: Contains various data values associated with the input, including:

  • • Tags

    • Comm Type

    • Recordings

    • Agent Recording

    • Caller Recording

    • Result

    • Notes

    • Points

    • Type

    • Queue

    • Contact Card URL

    • Avaya.cx User Email Address

    • Avaya.cx User First Name

    • Avaya.cx User Last Name

    • Avaya.cx User Full Name

    • Salesforce User Id

    • Zendesk User Id

• Routing Details:

  • • Inbound Number

    • Inbound Number Name

    • Channel Key

    • Email

• Comm Type

  • • Phone

    • Messaging

    • Video

    • Email

    • Task

• Variable: This can be any custom variable name that you can use later in the workflow. For more information, see: Overview: Variable replacement in workflows