Genesys cloud api for chat/webmessaging

Hi Dev forum,

Can we route a chat to an agent in Genesys cloud using any apis?

Usecase : One of our clients is using their home grown chatbot , but in cases of escalation to agent , they want chats to be routed to genesys cloud . Do we have any apis , that client side can consume to route to an agent in GC and attach the entire chat history and send ?

Regards
Garima.

See third party email and chat routing: https://developer.genesys.cloud/commdigital/third-party-object-routing/. If you're intending to use Genesys Cloud chat or web messaging, then just initiate a chat as normal and store the 3rd party chat information in an external system that the agent can access. You can store an identifier in the chat's custom data if necessary.

Hi Tim ,

thanks !! I will try that .

Regards
Garima.

Hi Tim ,

I do not get a chat interface to chat with the external party . Do i need any customization and guest chat api to do so?

Regards
Garima.

Yes, that's what it looks like when you route 3rd party media. Per the docs linked above:

When creating a chat or email to route, the Genesys Cloud UI won't display anything for the agent aside from the fact that the conversation is from an external system. Since there is no UI associated with these objects, the agent will have to interact with the media in the external applications. For example, if these methods were used to route a chat from a 3rd party chat system, the agent would still use the 3rd party system to chat with the customer but Genesys Cloud would be used to distribute the chat through the omnichannel ACD.

Once the 3rd party conversation has been assigned to the agent, your integration would take the necessary steps to connect the agent to the chat in your 3rd party chat platform. This would be done in some UI outside of Genesys Cloud, though I believe you could embed a web page with the integration into a client script, if that works for your integration.

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