Question about integration with an external Chatbot platform

Genesys Cloud Web Chat
1

I am not sure if this is the correct forum but I give it a try.

One of our customers are working with an integration with an external Chatbot platform that hands over the chat sessions to Genesys Cloud for live agent interactions.

They have a series of questions that we can not answer ourselves. Here are the questions:

We want to clarify the differences within the following pears of events:

message event with bodyType:'member-join'

versus

member-change event with "state":"CONNECTED"

and

message event with bodyType:'member-leave'

versus

member-change event with "state":"DISCONNECTED"

(1) Is it true that a message event with bodyType 'member-join' or 'member-leave' means the participant (a user, an agent or a bot) identified via eventBody.sender.id has joined respectively left the chat identified via eventBody.conversation.id?

(2) Is it true that a member-change event with "state" "CONNECTED" or "DISCONNECTED" means the participant (a user, an agent) identified via eventBody.member.id has his/her communicating socket connected respectively disconnected from the chat backend?

(3) Is it true that if a chat participant closes his/her browser in the middle of a ongoing chat, a member-change event with "state":"DISCONNECTED" will be triggered for his/her chat counterparts, but not necessarily a message event with bodyType:'member-leave'?

(4) What does a member-change event with "state":"ALERTING" mean?

2

Member-leave would be used if the customer shut down the chat on purpose and ended the session. Or became unresponsive for 15 minutes and then we shut down the chat session. Disconnected would be used if they temporarily left the website, i.e. navigated between pages. They would be able to reconnect again after a disconnected. They would no longer be able to reconnect after they ended the session.

  1. Yes
  2. Yes
  3. Yes
  4. Alerting means that an agent is being alerted to answer the chat that is routed to them.
3

Thank you for the answer Lucie :slight_smile:

Regards
Rune

4

This topic was automatically closed 31 days after the last reply. New replies are no longer allowed.