Hello all,
Hoping the experts here can assist as we're just beginning to dive into this API.
We're attempting to start a Guest Web Chat from the ServiceNow platform as we want to spin up a chat and route to Genesys solely for ACD purposes. The customer and agent will actually be chatting from the ServiceNow platform, but we need to route an object in the ACD so we can properly leverage the ACD and agent utilization.
We do receive a 200 OK as shown below and we do get a Response with an id and a member id. We never see the chat object or any evidence it was created in our Genesys Cloud instance. Any ideas what step we are missing or how to find the object we created to take the next step?
We are thinking once we get a chat created/started, we'll need to keep a heartbeat alive and then ultimately disconnect it once the ServiceNow chat has ended. So 3 different calls. Currently we are struggling with creating the initial guest web chat and have it routed to our Queue. We have a deployed widget, architect flow and queue for our Org. This is working properly from the Developer Center Chat test app.
Lastly, we are not opposed to using Web Messaging Guest API for this as well, if we can create a new message and then end the message when we need to and the conversation is over. We want the simplest approach that will require the least amount of code or overhead.
Thank you in advance for any suggestions or tips.
