I'm wondering if its possible to add an extra (third) participant to a web messagener conversations, either a headless agent or some kind of "run-time" bot?
Ive explored the APIs and other articles but I havent found anything. Is it fair to make the assumption that this is not possible?
This feature would be extremely useful for sending messages that both parties of a web conversation would identify as external to their chat.
FYI, I believe the add participants to a call API has an uncaught error when putting a conversation Id that isnt a call
Hi @Oakley - this is not possible today. Can you elaborate on a concrete use-case to solve?
We have a few in mind, but would rather hear this from real customer scenarios, to help us prioritize.
Thanks!
Specifically I was into the possibility of a translation bot/user, which would be extremely useful for connecting agents and customers quickly, while being transparent with the customer.
It would also keep relative complexity low!
Thank you for clearing up my suspisions, I would personally love to see real-time bot flows as I have a few other ideas that they would be quite handy for, but I'd prefer to keep those cards close to my chest
We share the same need as @Oakley . Our scenario is that the bot will enter the conversation if the customer goes idle, to ask them if they need further assistance.
We'll add support for multi-party messaging once we expand on support for Supervisor assistance/barge-in.
For the Bot to chime-in when conversation goes idle, I'd recommend to raise the need also in this Idea > Genesys Cloud Ideas Portal
We are planning to add some configurable actions to react upon Agent Idle, here you would need to trigger another Flow basically.
