Bot flow to ticket or spreadsheet

[EilidhB]

Hi there,

We're looking to create a bot that can create a task or a ticket for an agent to work later. As in, the bot handles the interaction (this will be chat based), the customer is requesting documents from us and rather than go through to an agent, it creates a ticket that can be worked later.

Maybe it would be in the form of a spreadsheet or 'data table' instead of a ticket, that gets updated daily and an agent goes through the tickets or table rows the next working day. This would definitely be more efficient for us as we can't currently connect to a backend CRM system to send out documents automatically so do need some sort of agent involvement.

I imagine if we wanted a ticket system we'd have to use a third party/integration from the appfoundry or similar. Or is there development in the pipeline for something within Genesys like this?

If we wanted a table/spreadsheet type system instead of tickets, can you help me with how we would do this within the data tables? I tried working it before but I just couldn't understand how to pass information from the chat/bot to the table. Or again, is there a app/integration or third party that links to genesys that could be used to do this?

Cheers,
Eilidh

[tim.smith]

This is a good case for integrating with an external 3rd party system. Genesys Cloud isn't meant to be a ticket management or CRM system, but it is meant to integrate with those things. Once you have work stored in an external system, you can build an integration to ACD route the work items through Genesys Cloud usng Third Party Email and Chat Routing. That type of integration requires some external component to store information about the work the agent needs to do as those conversation types have no native media within Genesys Cloud; the external system must provide the agent's interface for the work.