How to Integrate Call Routing to Genesys

Genesys Cloud Web Chat
1

Hi,

I would like to be able to use my own custom call routing using Twilio Task Router and be able to use something like the conversations API to create a web chat between the customer and a specific person/contact center representative. Is there a way to do this without using Genesys' call routing?

With kind regards,

Jared

2

I believe you can use POST /api/v2/conversations/{conversationId}/assign for this purpose. You would get conversations in a queue via any normal means and then use that endpoint to assign them to someone when the external system has decided where it should go.

3

Hi Tim, thank you for your response. This looks like right, but doesn't Genesys start its own call routing after you create the web chat conversation using the POST api/v2/conversations endpoint? The above API call requires a conversation id, but the create web chat endpoint returns the conversation id.

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