Once agent finishes web message, send to a bot flow

Web Messaging
1

We have a requirement to transfer the message conversation to a survey bot once a user finishes the web messaging conversation.
We tried an approach to enable trigger on the user end topic and then use the participant replace endpoint on an agent script but that does not invoke the inqueue flow which in turn could call the bot flow.

Is there a way to hijack the conversation once agent finishes their part?
Thanks in advance as always.

2

Hi @Somik_Mukherjee1 this is not doable via APIs, as once the conversation is disconnected by the Agent, it cannot be transferred via /replace endpoint. It's a highly requested feature, see this Idea > Genesys Cloud Ideas Portal

You could evaluate a "workaround" on client side. If you're using our native Messenger:

  1. Subscribe to MessagingService.ConversationDisconnected event (and filter on originatingEntity = Human)
  2. You could show a Toaster Dialog asking if user wants to participate to Survey
  3. if user accepts, then automatically send an Inbound message like "Start Survey" via MessagingService.SendMessage command.
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