Create a web chat conversation

[leandroandre1538]

Hi friends.
Please, i need help with an endpoint.

/api/v2/conversations/chats [Create a webchat conversation]

The body of request is:

{
"queueId": "",
"provider": "",
"skillIds": [],
"languageId": "",
"priority": 0,
"attributes": {},
"customerName": ""
}

My question is.. the parameter "provider", what does it mean? what which would be the correct values or allow values?

i have this question because after execute endpoint and accept from agent.
i cant interact from platform.
Screenshot:

Message: Esta interacción utiliza un proveedor externo.
English: This interaction uses an external provider.

what am I doing wrong?

Thanks!!

[tim.smith]

Despite the path and description for that endpoint seeming very straightforward, that's endpoint is actually not related to web chat. That endpoint is for third party chat routing where you are using an external chat provider and only use Genesys Cloud to route the external conversation.

The preferred method to implement "web chat" in Genesys Cloud is called web messaging: https://developer.genesys.cloud/api/digital/webmessaging/

But there's also a collection of other options (web chat v2, web chat v1.1, and web chat APIs) that have differing feature sets available here: https://developer.genesys.cloud/api/digital/webchat/.

[leandroandre1538]

Thanks tim!! ^^

My idea is have a external webchat and only use Genesys Cloud to route the external conversation.

Example: I have my webchat in "www.mycompanyXYZ.com"

where the conversation is handled there in this external web, but when the user needs an agent, is here when i need to route this webchat to genesys to an agent and a queue.

Understand?

Sorry for my english.

What would i do ? This endpoint is correct? and what values is allowed in 'provider' ?
Additionally i need to know the correct flow of conversation? I thought that I use open Messaging for receive the events for webhooks.
But it's not entirely clear to me.

Could you help me?

[tim.smith]

I think you're misunderstanding the term "external" in this context. If you're using third party chat routing, you must be implementing the chat functionality with a third party application like Slack or Live Agent. The chat provider is external software that is not Genesys Cloud; external does not refer to the the customer being on your website.

@leandroandre1538

Example: I have my webchat in "www.mycompanyXYZ.com"

where the conversation is handled there in this external web, but when the user needs an agent, is here when i need to route this webchat to genesys to an agent and a queue.

If this isn't using third party software that's not Genesys Cloud to handle the chat, you want to implement web messaging as linked above.

@leandroandre1538

I thought that I use open Messaging for receive the events for webhooks.

My apologies on behalf of Genesys for the extremely confusing naming. The terms open messaging, web messaging, messenger, web chat v1.1, web chat v2, web chat API, and non-ACD chat all refer to distinctly separate products that are not interchangeable. If you "just want web chat on your site", choose web messaging.

[leandroandre1538]

Thanks again Tim.

My intention is for Genesys to replace Rocketchat.
In previous projects, I used Rocketchat to be able to do the following actions:

1. Link conversation with an agent.
2. Acceptance of the conversation by the agent.
3. Sending messages by the agent.
4. Reception of messages by the user to the agent.
5. Conversation closure by the agent.
6. In turn, handle all events with webhooks. (This is where I saw that integration with Open Messaging could work.)

Would you know the flow of endpoints that I need?
I already have a test queue, an agent, and the agent waiting in the queue.
I need to know the set of endpoints for the following points 1,2,3,4,5,6.

Could you help me by indicating which endpoints are useful for this case? or what documentation could help me?

[tim.smith]

@leandroandre1538

or what documentation could help me?

Please refer to the documentation linked in my previous replies. After reading those couple pages and attempting to follow the implementation steps, please post back here if you're running into problems with a particular step.