Oracle Search and Create Contact

Important for Live Handover Integration

Before initiating a live handover to an Oracle Service Cloud agent, we need to ensure the customer exists as a contact in the system. This action:

1. Asynchronously searches for an existing contact
2. Creates a new contact if none exists
3. Returns the contact ID immediately, allowing the handover process to proceed without delay
4. Ensures agents have access to customer information as soon as the connection is established

Contact Management Process

The action follows this process for managing contacts:

1. Searches for existing contacts by email address
2. If no email match is found, falls back to matching by customer name
3. Creates a new contact only if no matches are found
4. Returns the contact ID along with status information

Inputs

Outputs

Example Response

{
  "success": true,
  "message": "Contact already exists",
  "contactId": "12345"
}

or

{
  "success": true,
  "message": "New contact created",
  "contactId": "12346"
}

Rate Limiting

The action implements a 300ms delay between consecutive API calls when performing detailed contact searches to respect Oracle Service Cloud's rate limits.