We are using the embeddable framework with a homebuilt CRM. We transfer to a secure flow for the customer to make payments. Once the call has been transferred to a secure flow, we want to block the agent from doing anything else in the CRM. I have been unable to find any events or notifications that signal that the call has been transferred to the secure flow.
Is there any way to get event information about a transfer to a secure flow through the embedded framework?
At the moment there is no Embeddable Framework API that provides information about when a call enters or exists a secure IVR flow. One workaround might be to subscribe to interaction change events and send requests to Genesys Cloud platform API endpoints directly (on interaction change event) to find out whether a conversation has an active secure IVR session. Relevant APIs are as follows:
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Subscribe to interaction events (https://developer.genesys.cloud/platform/embeddable-framework/actions/subscribe)
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Get auth token (Genesys Cloud Developer Center)
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Get Conversation participants data (GET /api/v2/conversations/{conversationId})
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Get participant's secure IVR sessions (GET /api/v2/conversations/{conversationId}/participants/{participantId}/secureivrsessions)
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