We used architect to write an Inbound Chat Flow. Then we published this inbound chat flow.
When we start call though the postman, that published inbound chat flow is not triggering. How can we achieve this scenario?
Hello,
The reason of your problem might be that you are sending the POST request, from Postman, to create the chat conversation, but you are not creating and connecting the required websocket after.
See note from this page: https://developer.mypurecloud.com/api/webchat/guestchat.html
Important Note
The chat will not be routed to an agent until the WebSocket is connected.
POST /api/v2/webchat/guest/conversations creates the conversation object, but does not place the conversation in queue until after the guest's WebSocket has connected.
This is a safeguard to ensure a chat does not connect to an agent until the customer has connected to the chat and is ready to receive messages.
There is a more convenient way to test your chat flow, using the WebChat test client (Developer Tools) - https://developer.mypurecloud.com/developer-tools/#/webchat
You just need to select the deployment that corresponds to your Widgets v2 deployment (Admin - Contact Center - Widgets), set your data and click on "Start Chat".
This will open the Widgets v2 WebChat UI and connect to your PureCloud organization and deploymentKey (Widgets deployment configuration in PureCloud).
Regards,
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I don't think we are using this webchat API. We're making the POST call to the /api/v2/conversations/chats endpoint and the call gets through and is routed successfully since we see it appear for those of us on queue. The problem then is that the action we intend to happen when the call is picked up doesn't occur even though we have created and published the scripts and call flows.
So do you mean that you are trying to create/submit a 3rd party chat to PureCloud?
What exactly are you trying to implement? A use case that implements/leverages PureCloud WebChat (Widgets and chat via PureCloud)? Or a use case to submit "workitem/3rd party chat/3rd party email" to PureCloud?
The https://developer.mypurecloud.com/api/rest/v2/conversations/#post-api-v2-conversations-chats is only authorized to submit a 3rd party web chat to the system.
And this method to Create a Web Chat conversation only allows to create/submit a chat conversation to a queue. As far as I know (and the description of the request), it does not support triggering of an Architect Inbound Chat flow.
If you are trying to submit an "item" to PureCloud so it gets distributed to an agent, and you want/need to trigger an Architect flow, then you would have to submit/create a 3rd party email - which supports the trigger of an Architect Email flow.
https://developer.mypurecloud.com/api/rest/v2/conversations/#post-api-v2-conversations-emails
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