I'm using the Open Messaging API to integrate into a chat solution and I'm having trouble being able to directly escalate a chat user to a specific skill queue within our Genesys instance.
Based on your description, here's what I would recommend:
- pass in skill info via custom attributes on open messaging
- in architect message flow, retrieve the custom attribute
- turn the custom attribute into a skill and transfer to a queue with the skill attached
There are more details and instructions behind each of the items in the resource center and we can help if you need help tracking that down.
Hi Lucie!
Thank you for the quick response. Could you please provide the resources needed? I haven't been able to locate them.
Or at least provide the sections of the documentation that include what's needed?
Sure thing!
- pass in skill info via custom attributes on open messaging: https://developer.genesys.cloud/api/digital/openmessaging/inboundMessages#inbound-text-message-with-custom-attributes-in-channel-metadata
- in architect message flow, retrieve the custom attribute - use get participant data action Get Participant Data action - Genesys Cloud Resource Center
- turn the custom attribute into a skill and transfer to a queue with the skill attached - use find skill in architect to find the skill Find Skill action - Genesys Cloud Resource Center and then transfer with the skill attached Transfer to ACD action - Genesys Cloud Resource Center
There's more details for each step if you are having trouble with a particular one.
Hello - I was able to get Participant Data and a skill from "customAttributes" but I'm having trouble using "Find skill" to read a variable and route to the correct skill queue. Is it possible to help me find the correct way to set a variable so that it can be found by "Find skill". You can find a screenshot of my Architect flow below.
Instead of using a hardcoded string for the skill name in the find skill step, try using a variable that has the skill name in it.
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