Integrate Genesys Cloud CX

[Andy24]

Hello, I currently have a mobile messaging application built natively, my intention is to be able to integrate Genesys Cloud Cx for referral with agents, from the backend I want to consume the Genesys apis, for that I have some doubts:

• What is the endpoint to create conversations and assign it to the queue?
• what is the endpoint to simulate that the user is sending messages to the Genesys platform? (user -> mobile app -> genesys)
• How do I receive the events (webhooks) of the agents' messages and other events such as the closing of the conversation?

I have seen a deployment concept in the genesys documentation, but I see that it is more linked to genesys' own integrations, in my case I want to integrate genesys externally and with only HTTP APIs.

I wanted to know if there is something similar to this, for example:

• /conversation - create conversation and assign it to a queue
• conversation/{conversationID}/user/message send messages from a user to the agent for a specific conversation
• conversation/close close conversation
• (webhooks) to receive conversation events and agent messages

I hope you can help me, thanks

[Jerome.Saint-Marc]

Hello,

If you are trying to create a chat/messaging conversation between a user (guest/external) and Genesys Cloud:
For a WebChat conversation (synchronous chat), use the Guest Chat API and websocket.
For web messaging (new protocol for chat - asynchronous chat), you would use Web messaging Guest API and websocket.
If it is for a server-to-server integration, you could also use Open messaging. It is also for asynchronous chat like web messaging, but is leveraging webhooks.

Web messaging (more recent) should be preferred over webchat. All new features like file exchange, rich media responses, ... are only available with web messaging. WebChat and WebMessaging both leverage a websocket approach.
If your integration is server to server, as written above, you can use Open Messaging which relies on API & webhooks.

Regards,