Salesforce Integration minimize PureCloudInteractionUtility

[yuezhong]

Hi
i'm using the Third Party Email and Chat Routing for POST /api/v2/conversations/chats https://developer.genesys.cloud/api/rest/v2/conversations/third-party-object-routing

I integrated the Salesforce Omni Channel chat with Genesys without any problem, the Chat is sent to a Queue directly, However, it is very annoying when user pickup the chat in the 'softphone', the PureCloudInteractionUtility component automatically pop up (made it visible).

is it possible to disable it to pop up when the chat is external provider?

i wrote another aura component in the utilitybar to listener the Lightning message service message and minimize the PureCloudInteractionUtility after it pop up, it would be nice it doesn't pop up in the first place (as there is nothing to display).

[Jerome.Saint-Marc]

Hello,

I apologize for the late reply.

Unfortunately, preventing/disabling auto-popping is only applied to third party emails at this time. It is not available for third party chats.

But there is a new feature, that should be released tomorrow, which may provide a better overall experience when it comes to routing Salesforce Omni-channel chats.
It is currently listed in Features coming soon - until tomorrow:

Salesforce Omni-Channel chat routing in Genesys Cloud

Genesys Cloud for Salesforce administrators can now route Salesforce Omni-Channel chats using Genesys Cloud ACD routing. This feature has no restriction by user or required user to access.

Once released, I assume there should be a release notes for July 14 which is not active yet [it will tomorrow].

Regards,

[yuezhong]

Hi Jerome

I have installed the external routing package and configured it for routing.

I have few comments related to the implementation, hope i can get some feedback from Dev team.

• I'm not sure if the current release is Beta or not, the released package is unmanaged, means customer can see the source code and it can cause class name conflict when deploy in customer environment. the most important , Salesforce unmanaged packaged apps cannot be upgraded

• Why Genesys Dev team decide to use open message integration rather the 'Chat' integration (create chat conversation) ?, because it is really a 'chat', not message, this impact on the Reporting and WFM resource planning when customer have other Message integration in place. I believe it should create a 'Chat' conversation in Genesys with provider set to 'Salesforce'. then the embedded softphone can check if provide is 'Salesforce' so it knows the chat is Salesforce chat, then create AgentWork, rather then check it is open_message and Salesforce Routing in the embedded softphone. similarly to Email routing, we can have a AutoLaunch Flow invoke after PendingServiceRouting is created, create a 'Chat' conversation from the PendingServiceRouting object in the Salesforce Flow. we can attached custom attributes with the 'Chat' for reporting.

*Notes, Use the Salesforce Flow to create apex job (future) , the request could delayed by Salesforce if the server is under load, there has no guarantee on the execution timing with Apex job. (if customer environment has other app run apex job,

Thanks
Yuezhong

[Jerome.Saint-Marc]

Hello,

I'll bring your post/question to the Product Manager's attention.

Regards,

[Richard.Schott]

The choice to deliver this as an unmanaged package was a deliberate one, and stemmed from customer feedback regarding our email routing solution in the managed package. There was a desire by more than a few customers to be able to augment the way certain aspects of solution operated, which is not possible within a managed package, but able to be done in an unmanaged package. You are correct that there are some drawbacks with an unmanaged package, but we felt the benefits of customization outweighed these drawbacks. One of the potential areas of customization actually somewhat address the final point that you raised; each customer seems to have a different idea around how long/how many times a real-time conversation like Salesforce Chats should be retried in the event of a failure to route; leaving this as an unmanaged package allows a Salesforce developer to implement their own concepts of retries based on our logging of failed attempts.

Open messaging was chosen as the vehicle for these conversations for a couple of reasons. First, the longer term strategy for genesys cloud is to leverage Web Messaging instead of chat. Web Messaging is generally more flexible, as it's able to support both synchronous and asynchronous conversation styles. Second, the use of open messaging doesn't preclude the use of features like post conversation surveys in the way the Third Party Chat API does. Lastly (and most importantly), the 3rd party chat api doesn't support the routing of objects through flows; it is only able to send conversations directly to a queue. Most, if not all, customers have expressed a preference to utilize a flow in the routing of their objects.

[yuezhong]

Hi Richard

Thanks for your explanation .

We have two customers created Chat solution similar to what Genesys delivered, but route to Queue (we custom setting to map Salesforce queue to Genesys queue), We have Aura component in the utility bar to listen the event from Lightning message service and Omnichannel events to assign work and detect transfer.

The solution work well, However, the are cost associated with maintenance and annuity, as Genesys is delivering this part of Genesys solution, Customers are looking to replace it with Genesys provided solution, one biggest benefit is to have Genesys support the software and able to effortless upgrade if there bug fix and feature enhancement provided.

An unmanaged package will provide the ability for customer to modify the code to customize the way they want, however, Salesforce will not allow customer to upgrade an unmanage., How Genesys plan to delivery any update to customer ? I guess it may be an uninstall and install, then it will break all customization.

Will Genesys continue to support the package include customer made any changes to the code that may break any integration ? some Genesys care ticket to raised.

if the implements open up interfaces for custom implementation class, it will fit the purpose for customization, Genesys can still delivery it as managed package, similar like delivery a SDK package, customer customize it by implementing an interface provided by Genesys.

Open messaging is fine, however, it would be nice if the request can include custom attributes, so we have some context in the Genesys inbound message Flow to route the chat.

e.g my customer has 6 Chat button (6 Salesforce Queue), i need to create 6 Inbound message flow to route for 6 queue, it will be great if I can pass additional data (e.g Queue name or id) in Salesforce Flow, so i can do some logic checking in my Genesys inbound flow, and route to the right queue.

Again, thank you.
Yuezhong

[yuezhong]

I raised the same question to Genesys Care previously
> Will Genesys continue to provide support if customer customize the package ?

The Response from Genesys Care

From Customer Care perspective, unfortunately no.
You can try to ask our Professional Services team if it is supportable case or not.

This is very confusing, Genesys provide a piece of software allow customer to customize, but doesn't provide any ongoing support. this is tricky, because the part of the solution is unmanaged package, and part of the solution (omnichannel integration in the embedded softphone) is in the managed package.