Integrate Google chat to receive and send message from Genesys cloud queue

[Nandkishor_Yadav]

Is there a way to send and receive message from Google Business Messages to Genesys cloud and route it to the queue?

[Jerome.Saint-Marc]

Hello,

If you are asking if Google Business Messages is a supported 3rd party messaging with Genesys Cloud, then, no, it is not currently supported (natively).
See here for the list of supported third-party messaging.

If you are asking if there is an API which could allow you to integrate with Google Business Message, then yes, you can use Open Messaging.
You would have to write a server-side code that will make the link between Google Business Messages and Genesys Cloud Open Messaging (translating from one protocol to another, triggered on Google Business Mesages webhook or on Genesys Cloud Open Messaging webhook).
See here for the description of Genesys Cloud Open Messaging in the Developer Center.
Note that attaching participant data/attributes in an Open Messaging session is currently not supported.
Also, note that rich media response is no supported at this time (no quick-replies support yet with Open Messaging).

Regards,

[Nandkishor_Yadav]

Hi Jerome,
Thank you for your response.