About Open Messaging

Platform API
1

Hi dears,
I have a question..
In the flow of Integration with Open Messaging.
Where (inside the flow of endpoints) do you use the endpoint that assign conversation to a queue, or a message to a queue ?
I saw in Architect the workItem "Transfer to ACD queue", but i need the endpoint.

Thanks.!!

2

Hi leandroandre1538,

To send a message to a specific queue from your "inbound message flow" in Architect using the workitem, "transfer to ACD queue", you will need to setup a "message route" for your Open Messaging Integration. If you don't have a route set up for the Open Messaging Integration, the messages will never get to the queue or agent. You can setup a "message route" using the "Message Routing" Admin menu option in Genesys Cloud. From there, you can associate your "inbound message flow" with your "inbound address" and the "inbound address" is the Open Messaging integration that you created. See this link for more info. Message Routing Overview.

Thanks,

Michael

1 Like
3

Hello,

Also note that you can send custom attributes with open messaging: https://developer.genesys.cloud/api/digital/openmessaging/inboundMessages#inbound-text-message-with-custom-attributes-in-channel-metadata
These custom attributes will be saved as participant attributes in the message conversation. They can then be retrieved from your Architect Message flow, using a Get Participant Data block. And you can then use this piece of information in the flow to decide to which ACD Queue the conversation should be sent to.

Regards,

1 Like
5

Hello Jerome!

Thanks for your response :wink: .

I only have one question.
¿Is Architect the only way to route messages to an ACD queue? (or by any chance is there a deprecated endpoint or some endpoint that is not used frequently?)

Thanks again. ^^,

6

There is an endpoint in Platform API to replace a participant with another - POST /api/v2/conversations/{conversationId}/participants/{participantId}/replace.
But I really don't recommend to take this approach.

Although this might technically work, allowing to move the conversation from the workflow participant to the queue, this endpoint was not designed/meant for this.
I mean it is the endpoint invoked by a user (Contact Center Agent) when doing a blind transfer to a queue or to another user.
I never tried with messaging, moving from a workflow to a queue (so you'd still have to try to check it - invoking the endpoint using a Client Credentials Grant OAuth Client for the access token).

The reason why I don't recommend this approach even if it might transfer the conversation to the ACD Queue is that it will break several things:

  • most likely some metrics and dimensions related to flow and distribution will be missing in analytics;
  • it won't be possible to use skills in combination with the queue;
  • you won't be able to leverage Message In-Queue flows (in beta right now) - which is/will be a quite useful capability, allowing to send messages/position/waiting time while being in queue or to escalate to a different queue after some time or to offer callbacks or ...

Moreover, as assigning an Architect Message flow to the Open Messaging integration is mandatory (in the config), you would need to make sure that while you are retrieving the Conversation Id of this conversation, and then retrieving the conversation context (to know the id of the workflow participant and to make sure that the conversation is indeed currently connected to the workflow), before issuing the request to transfer it to the queue, your flow is doing something so that i doesn't exit immediately (and close the conversation). All of these being of course done using Platform API (and not Open Messaging API).

Regards,

7

Hi Jerome,

Is there a cost to use Architect?
If the answer is NO, what is the scope of the free version? Are there some functionalities restricted to payment?

Regards,

8

No cost to use Architect.
You can check the following to see Genesys Cloud pricing and licensing.

Regards,

9

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