Open Messaging Outbound Events

[mateusz.kaczor]

Hi,

I'm trying to integrate with Genesys Cloud via Open Messaging. I have everything set up, agent messages are delivered to webhook as expected. However, I'm missing few events which were available in Genesys Engage:

1. ParticipantJoined & ParticipantLeft

I'm aware we can derive this information from events published to topic v2.routing.queues.{id}.conversations but it is tricky because:
I) we can have a lot of queues we need to subscribe for
II) events are only delivered via websocket and we need to connect to it from our back end

Any chances such events can be published to webhook in foreseeable future?

2. TypingStarted & TypingStopped

We have enabled typing indicators and events are delivered as expected, however they always looks pretty much the same:

{
      "eventType": "Typing",
      "typing": {
        "type": "On",
        "duration": 5000
      }
    }

Is "type" always 'On', or can it be 'Off' (or sth similar) ? What does duration mean?

Regards,
Mateusz

[Greg_Boston]

Hi @mateusz.kaczor Open messaging was originally designed as a way for you to get those messages in/out of Genesys Cloud platform. As such, you will unlikely see changes to your #1 point, as you said there are other means you can retrieve participant "conversation" context and events already.
For #2, the typing event is an indicator that the agent, in this case, is typing on the Conversation. You should expect to see similar format for the indicator every time. The duration is how long that typing event is "applicable for". In this case that is 5000 millis, or 5 seconds. On is the only supported type there today. So when you receive this typing event, you could present a typing indicator to your end customer (that your open messaging integration exposes) for up to 5 seconds. If you don't receive another, it means the agent isn't typing anymore.