I am trying to integrate a 3rd party chatbot to Genesys cloud via widget & inbound chat flow.
Is there a way to take every message sent by user from the widget and transfer it to a 3rd party bot, retrieve the reply and push it back to the user.
Meaning, that purecloud widget will act as a middleman to pass messages to and fro until the bot can't answer, then the Purecloud agent will take over the interaction.
After going through the OOTB tools in the following link,
I can't seem to figure out how to achieve such results.
The chat has to be connected to a live human, but you can use the Agent Chat APIs to send messages on behalf of the user. Genesys Cloud does not support an API-based bot integration at this time. You can request new features and share your use case at https://genesyscloud.ideas.aha.io/.
I have done some test. If I create a Web Chat using widget, I can specify which the architect flow the widget will be routed to, and in that architect flow, I can call 3rd party bot like Dialogflow, and then inside the architect flow, I can control when I can route the chat to another queue being served by agents.
I was thinking to do something like I described above, but not using widget and instead Web Chat APIs (primarily Guest APIs). I find that I can only specify a queue when creating a new chat, but there isn't seem to have a way to route the chat to an architect flow using APIs.
Ddi you mean this is not supported at this moment?
My objective is to implement 3rd party chat - basically to develop some connectors of messaging platform which PureCloud does not have OOTB (and our client cannot wait for availability from either PureCloud or AppFoundry). It seems that we can only implement pass the chat to human agents, but not an Architect flow.
If this forum is not supposed to help SI to solve questions then I will reach out to your technical support team directly (I have already but just hope I can also get a quicker answer here).
When you create a new chat, you can connect it to an Architect Chat flow, or to a Queue directly.
The link with the Architect Chat flow is made via the "Widget Deployment" configuration (PureCloud Admin - Contact Center - Widgets), specifying a flow in the "Route to Flow" setting.
So you can create a new chat and target the Architect Chat flow, using the deploymentKey of the related Widget Deployment.
So if your question is - can I generate a new chat to a specific Architect Chat flow?
Answer is yes - if you have defined/configured a Widget Deployment upfront, pointing (routing) to that Architect Chat flow, and if you use the corresponding deploymentKey in your new chat request.
If no "Route to Flow" setting is configured (on the Widget Deployment/deploymentKey you are using), then the distribution via ACD Queues takes precedence.
In this case, the name or id of the queue can be set in the new chat request directly (without having to configure something upfront at Widget Deployment level).