Hi, I'm trying to create an integration between my chat solution which is based on Twilio and Genesys. The customer interacts with my chatbot, but when the chat is escalated to the agent it needs to be passed to Genesys. I tried to do it using Conversation API, but when I try to create a conversation with provider PureCloud Webchat it cannot be picked by agent (in dev tools I see an error that jid is not correct none@mydomain.com)
POST https://api.euw2.pure.cloud/api/v2/conversations/chats
payload: { "queueId": "queue-id", "provider": "PureCloud Chat", "customerName": "Customer" }
when I use the provider 'chat', it can be answered, but the agent can't interact with it and messages cannot be sent.
Is it possible to cover this case by conversation API or should I use Open Messaging (which is working but it's more complicated to achieve all features)?
You'll have to use Open Messaging or Web Messaging Guest API to create a message conversation.
Such conversation can't be created through Platform API (Conversation API).
The POST /api/v2/conversations/chats allow to create 3rd party chats - where message exchange occurs outside of Genesys Cloud. Equivalent to a task routing.
Thank you. One more question. Is there a possibility to pass attributes to the conversation like when creating chat in Conversation API or do I need to send it in an inbound message as metadata customAttributes. Because in this case it's assigned to the participant? Is it maybe possible to send it with the outbound agentless message?
Assuming you are talking about Open Messaging, you will need to send an inbound open message to create the conversation.
You can pass custom attributes via this inbound message (or next ones) if you want.
These attributes will be stored under the customer's participant.
If you want to attach some attributes (to the customer, to the other participants) at some point, using Platform API (API endpoint to update the participant attributes of a conversationId/participantId), you can.