Hi Dev Forum,
I try to create flow
Agent using interaction widget with external app schedule there a future call for specific Genesys agent. What I want to archive is that at a specific time in future when client connect to an external app I want my Genesys agent to receive new conversation. Currently, I try to do it by create a conversation with POST /api/v2/webchat/guest/conversations
, but I can't assign a specific agent there so I create new queue where no agents are assigned and by using endpoint /api/v2/conversations/{conversationId}/assign
I assign conversation for my agent. I believe there is a better solution for that problem. This one create problems when agent is off queue. Any suggestions how to handle it? I know callbacks would be great for that, but from what I see there is required for phone number. Also, there is any way to schedule conversation for agent? That I can get info about his schedule and know when he is busy?