Is there the concept of Generic Objects in Genesys Cloud for when we need to route other types of interactions or things the agent needs to do? If not, what's an equivalent way to accomplish that?
Hello,
Third Party Email and Chat Routing provides a way to submit an interaction for routing (as 3rd party chat or as 3rd party email).
These interactions are not real Genesys Cloud Chats or Emails (as they don't carry chat/email content). But can be submitted to an ACD Queue (3rd Party Chat and Email) or to an Architect Email flow (3rd Party Email).
Task Management will also provide a way to achieve this, through workitems, workbins, ACD Queues and workflows. Task Management is being implemented by phase. Some API endpoints have been released - but some additional features and UI support are to be added in the next phases.
Regards,
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