We are using, in this one client, Genesys Cloud's capability of creating, trough API, inbound emails that come from an external source but are dealed as regular emails inside Genesys Cloud, meaning, the follow the regular conversation workflow.
Is it possible to achieve the same with social media direct messages? The idea is to have an external social media connector (lets say for FB Messenger, for example) that would push messages to a given social media mgmt tool and then call an API to create the corresponding conversation on Genesys Cloud. The conversation workflow should be the same as if we would be using the FB Messenger integration platform. One should even be capable of reply to that message using Genesys Cloud.
Is this scenario feasible using the currently available API's? I couldn't find any service that would do this...
Take a look at our Open Messaging API. The open messaging spec allows you to integrate a third-party messaging platform with Genesys Cloud and participate within the Genesys Cloud communication model.
We have a blueprint out there that demonstrates how to integrate open messaging with slack and you should be able to adapt that blueprint to integrate with facebook messenger.
Hope that helps.
Thanks,
John Carnell
Manager, Developer Engagement
The platforms our client wants to integrate are already available in Genesys Cloud. The problem is, this client, receives 95% trash messages and only 5% important messages. Only this 5% need the attention of a Contact Center agent. The idea is to forward to Genesys Cloud only the ones that matter through a custom made integration. Other wise, we would be paying consumption over truly social media garbage.