About new feature released for Open messaging

[Dario_Garcia]

Hi,

On September 13, a new feature was released for Open Messaging: typing indicators. We have an integration working using open messaging API. On our development, what we need to add to our code to check typing indicators? the current documentation does not show this use case

Regards,
SG

[Greg_Boston]

Hi @Dario_Garcia can you expand on your question a little bit please? I'm not sure I understand what you are looking for fully? You are asking about inbounding Open messaging typing indicators into Genesys Cloud (Genesys Cloud Developer Center), or something else?
If you want to outbound typing events from Genesys Cloud. Then you can use the following api Conversation Typing event

[Dario_Garcia]

Hi Greg,

Our customer would like have on channels using open messaging API, the same or similar feature of "typing": when the agent is typing, the customer end display the event or message of "typing"; and also when the customer start typing show to the agent the notificacion of "typing".

Our team take a look to the current documentation but they dont get it clear yet. We know the event "typing" comming from the customer depend of the channet (instagram, tiktok, telegram, etc), here our questions:

• When we notice the customer is typing, to send the event to the agent logged in Genesys Cloud, we should use the API "/api/v2/conversations/chats/{conversationId}/communications/{communicationId}/typing". Is it correct?
• When the agent start typing, how the integration get notice about it?

Regards
SG

[Greg_Boston]

@Dario_Garcia that helps clarify things, thanks.

1. When end customer is typing you would use /api/v2/conversations/messages/{integrationId}/inbound/open/event to inbound the typing event from your end customer to the Genesys Cloud Agent.
2. When the agent is typing, to send typing event back to end customer, you would use /api/v2/conversations/messages/{conversationId}/communications/{communicationId}/typing
   On this one if you are using our Genesys Cloud Agent UI, and the Integration has configured typing inbound/outbound = Enabled, then this is going to happen automatically when the agent is typing in our UI.