Hi all,
First time listener, first time caller here. I'm looking at sending information into Genesys cloud to be routed to a queue. Basically, I have HVAC alarm data that contains contact information and instructions that needs to be routed to an active queue out of two available ones.
This information is coming from Safe Software's FME Server - Currently in the form of a plaintext email, but it could also be packaged as a REST API pretty easily.
Browsing the knowledge center, it looks like there is "Third Party Object Routing which looks promising, it kind of looks like using "POST /api/v2/conversations/emails" or "POST /api/v2/conversations/chats" would work fine, but, it occurs to me that if that API impersonates an email i could just.. you know.. send the email. I presume from there it'd be an Inbound Email Flow which looks like it is pretty customizable in and of itself.
What are the potential pitfalls of each method? Is there a strong preference in one or the other direction?
One consideration i had for inbound email flow vs an API is exchange server outages that may or may not impact the API.. but that has been relatively rare.
Thanks in advance for your time and consideration.
Jared