We are looking into chat integration options. We have a chatbot and we are looking for Live chat integration for the need for Agent escalations.
What we have found and achieved up to now is:
Since this will be a 3PP chatbot, It should be "Open messaging" integration as we can understand.
When agent transfer occurs we are trying to consume "Inbound open messages" (https://developer.genesys.cloud/commdigital/digital/openmessaging/inboundMessages) service
-it creates a conversation if it does not exist and continues if exists.
We have only created 1 "Integration",(https://developer.genesys.cloud/commdigital/digital/openmessaging/createIntegration) and using it for all conversations.
With the help of "outboundNotificationWebhookUrl" parameter we are providing the desired webhook url for outbound messages. And we can receive desired message events.
Right now we can initiate a chat sending and receiving messages for both sides and transmit it to the recipient.
What we can not complete is, We couldn't find a way to disconnect conversation,
1) At the Customer side, we can understand when the conversation ended but cannot find the exact service to consume for updating the status of the conversation on the Genesys side.
2) We cannot get an event from the Genesys side when the conversation is completed from the agent side, so we can not update the Customer.
Any ideas?