There is however an API to make a customer facing UI for webchat... what if we use this API to create a third party integration? Would this be allowed? Because then the standard chat UI of the agent would be used I guess...
You can leverage that if you'd like. It ultimately really depends on what you're trying to do.
When you say "There is however an API to make a customer facing UI for webchat" do you mean you want to build your own customer facing widget? If so, I wouldn't advise using the 3rd party chat APIs. We do have guest chat APIs available if that's what you are trying to do: https://developer.mypurecloud.com/api/webchat/guestchat.html
Keep in mind we are actively working on new web messaging channel and APIs and our roadmap as of July reflects that. We are planning on a beta starting this year and there may be an opportunity to get involved in that and it may be better suited for what you are trying to accomplish.
Let me know what topic or area you'd like to hear more about.
Hi, thx for the swift response. With the additional option you mention I see three APIs:
3rd party object routing for email and chat --> Major disadvantages: chat handling page of the agent also has to be provided by the 3rd party and is not the default chat handler in Purecloud
Turnkey webchat (https://developer.mypurecloud.com/api/webchat/) --> Each customer facing GUI solution for creating standard chat conversations. For the agent, this is thus handled as a normal purecloud chat,but, this API allows you to add the customer part quickly in your own GUI (e.g. public front-end).
Suppose I would like to integrate the WhatsApp API, I could use the first option, but, then I have to create an agent interface to handle whatsapp, even though 99% of the functionality would be similar to the default chat interface of the agent. As such, I would think it is better to use the third option, and consider the whatsapp as teh front-end interface, and build an intermediate backend service that uses the WhatsAPI and the Guest chat... or is that not possible? Major advantages is teh reuse of the agent chat interface that is already built in the software. Correct?
Regarding the roadmap and upcoming integrations, where could I get more info on this and find information?
Genesys Cloud published roadmaps as well are recorded roadmap webinars are available via the Knowledge Network (know.genesys.com). You need to sign in to Knowledge Network for access.
Hi thank you for the information on the roadmap. Could somebody please also answer the other questions in the mailthread please? Are my assumptions correct?