Is it possible to answer an email waiting in a queue using the API? A client is looking to have an email waiting in queue answered by a remote application to assist in email processing. They are proposing adding a phantom agent to the interaction which would show the interaction answered, responded to, and update a WrapCode all via API.
Unfortunately no. Only applications that authenticate using an OAuth Authorization Code or Implicit grant type are allowed to "handle" conversations. Those OAuth grant types redirect to a Genesys Cloud login and therefore implies that an actual human is involved. Genesys Cloud does not have the ability to have "virtual/robotic" agents today.
You might be tempted to hack around the Genesys Cloud login and try to programmatically log a user in, however we do not promise that the login screens, id, for form names will not change, so if they did change it would be likely to break any programmatic login logic that you built, without warning.
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