Connecting newly created Communication with a Queue

[Petr_Nosek_PNO]

Hi there,
recently we started to use the API to sent Agentless Messages (SMS) through .NET nuget package PureCloudPlatform.Client.V2.

It works great and it returns some response like:

class SendAgentlessOutboundMessageResponse {
Id: fccd74000000000000990999929225ee32
ConversationId: a7bf02ee-0000-0000-0000-367e763a56b7
FromAddress: + 447700000000
ToAddress: + 420603000000
MessengerType: Sms
TextBody: This is a test message.
MessagingTemplate:
UseExistingActiveConversation: False
Timestamp: 19.06.2023 9:48:01
SelfUri: /api/v2/conversations/messages/a7bf02ee-0000-0000-0000-367e763a56b7/messages/fccd74000000000000990999929225ee32
User:
}

Now our management wants to connect such newly created conversation to a particular Queue identified by a particular Queue:

• Queue Id: b2b8bdcb-000-000-000-56eb5d9d740d
• Queue Name: 081_OP_XXX
• CLAIM_NUMBER: 1234567

and my question is what method/endpoint to use to allow such "connection".
I have checked the API but I do not see anything even close to what I woudl liek to do so I am not even sure whether it can be accomplished. If so and more steps are needed, I would appreciate some basic hints or directions.

Cheers

[John_Carnell]

Hi Petr,

Sorry it took so long to get back to you. When you send the above call it will then create SMS message and the conversation. (e.g.a7bf02ee-0000-0000-0000-367e763a56b7).

When the user responds back to the number you need to have an Architect Inbound Message Flow created and assigned to the SMS you number you purchased (+ 447700000000). When the user responds back to the + 447700000000 number, it will be automatically routed to the inbound message flow. Your Architect inbound message flow can then route the user to a specific queue. Here is an example of message flow where I am echoing back the message conversation id to the inbound SMS call and then transferring to a queue called 401K.

Behind the scenes, Genesys takes the ToAddress and maps it to the conversation id. The conversation id will stay the same but a new messageId will be generated for each response back and forth to the agent.

I hope that provides some help and context.

Thanks,
John Carnell
Director, Developer Engagement