Agent-to-agent chats

Genesys Cloud Web Chat
1

Hi,

there was already here a question about user-to-user chats and the answer from Jul 2016 was - you have this issue on your API roadmap. Is it so far already?

I haven't found any info about it by myself, could you please point me where it is if it exists?
I already saw the Agent Chat APIs article, but haven't found any way how to contact an agent directly, as the https://apps.mypurecloud.de/ client does. And haven't found either how to subscribe on chats of such kind.

Old topic:

Old answer:

Jul '16
The API for dealing with agent to agent chats, or getting the messages to an ACD chat are not public yet. They are on our API roadmap, but we don’t have a target release date yet.

“v2.users.” + user.Id + “.conversations.chats” will raise events on ACD chats to an agent.

Link to the answer:

Thank you in advance for your help!

Regards,
Roman

2

That information is still accurate with regards to non-ACD user-to-user chat; there are no public API resources or notification events for it. You can request new features and share your use case at https://genesyscloud.ideas.aha.io/.

1 Like
3

Oh, that's a pity.
Nevertheless thank you very much!

Regards,
Roman

1 Like
4

Could you please maybe advice me a simple approach, how to reach an agent in usual way, via routing?
Should I use skills combination maybe? Or a kind of payload in attached data?

5

These resources may be helpful:

The Genesys Cloud Community Forum is a good place to ask general usage and configuration questions, like how to configure chat flows and routing.

1 Like
6

This topic was automatically closed 31 days after the last reply. New replies are no longer allowed.