I’m working on setting up a custom data action to trigger our external endpoint upon receiving an inbound SMS message. I’ve configured the inbound message flow to use this custom data action, intending to extract information from the incoming message and pass it to the action.
However, it seems that the custom data action doesn’t allow configuring a URL that points to an external endpoint. Could you provide guidance on how to set this up, or suggest an alternative approach to achieve this functionality?
It is not clear from your question what type of Data Actions you are trying to use: Genesys Cloud Data Actions Integration (using Genesys Cloud API), Genesys Web Services Data Actions Integration, ....
If you are using the Web Services Data Actions, it can indeed support an "external" url (as long as it is https).
If you are using the Genesys Cloud Data Actions, it doesn't need to go to an external endpoint - it interacts with Genesys Cloud login and API url paths.
The Use data actions in Architect for integrations describe a use of Data Action from an Architect flow.
As stated at the beginning, this can be "the AWS Lambda, Genesys Cloud, Google, Microsoft Dynamics 365, Salesforce, web services, and Zendesk data actions integrations."
You have not said what you are trying to do - to what system you are trying to send a request.
If it is to leverage Genesys Cloud Platform API, then you will need a Genesys Cloud Data Actions integration.
If you are trying to send a request to an external system, exposing a REST service (an external url), then you probably need the Genesys Cloud Web Services Data Actions integration.
Then you need a Genesys Cloud Data Action Integration.
You don't need to provide a complete url path. As it is a Genesys Cloud Data Action, it will automatically use the url of your Genesys Cloud region for the API. You just need to provide the end of the path.
I mean that for POST /api/v2/conversations/messages/agentless, you will set "/api/v2/conversations/messages/agentless" as the url in your custom data action.
The agentless API works well. We send outgoing SMS message using HTTPS POST request.
My question is how can we receive the incoming message when the user replies to the SMS message we sent using the agentless API?
I am not sure I understand what you are trying to achieve.
Are you triggering these outgoing SMS messages from an Inbound Message/SMS Architect flow, involved in a session with the same customer/number?
I mean trying to implement an IVR like processing via SMS?
This API is triggered from our server and operates in a stateless manner. We're not aiming to implement an IVR-style conversation here. Instead, an SMS message is sent from the audio connector during a voice session, which is initiated through a Genesys call flow (audio connector integration). One example use case is when a caller is asked to reply to an incoming SMS with their address.
In this case, if there is no existing active SMS session with this customer (when you send the AgentLess SMS), when the custom replies (on SMS), it will start an Architect Inbound Message (SMS) flow - architect flow associated with the SMS number you have used in the fromAddress of the AgentLess request.
I have an inbound SMS flow, and I’d like to return to my original question: what’s the correct way to extract SMS message details and send them to our server, which exposes a REST API? As I mentioned earlier, I tried using the cloud integration data action, but it didn’t work. What should I use in place of that?