Transfering a digital conversation to a third-party bot or chat

Web Messaging
1

Hi,

Is there a way to transfer a digital conversation (webchat, WhatsApp, etc.) to a third-party bot or chat?

A customer requires that a third-party bot or data-entry agent would collect basic info like address, email, current insurance details, etc.

It should be just like the Blind Transfer of voice interactions: Transfering a conversation to a third party by freeing the agent and still recording the call on Genesys Cloud CX.

Thanks,
Oktay

2

Hello,

At this time, transferring a digital/message or chat conversation to a bot (via an Architect flow/script) is not supported.

Please see this previous post with similar question - you can vote for the idea referenced in the thread.

Regards,

3

Thanks Jerome,

I am aware that it is not possible through the Architect. I was wondering if it's possible to accomplish it through the API or SDK somehow.

Regards,
Oktay

4

Hello,

No, it is not possible to achieve this via API either. Currently, you can transfer to a Queue or to a User (via API and via UI).

Regards,

5

Thanks for the clarification.

Regards,
Oktay

6

That's why voting for the idea/feature which is in the other post I referenced can be useful. Product Management evaluates features periodically. Or creating a different genesys cloud specific to your bot scenario.

Regards,

7

I cannot find the idea with that link: https://genesyscloud.ideas.aha.io/ideas/CLDIG-I-624
is it still available?

8

The idea may have been merged into another one or they may have renumbered the ideas.
I don't know if the following idea is the one I had referenced before or if it is a different one - but it is the same purpose/request: https://genesyscloud.ideas.aha.io/ideas/INB-I-867

Regards,

9

As an FYI, we recently Beta released new feature for In-Queue Flows supported with Messaging channels: Work with in-queue flows - Genesys Cloud Resource Center
That would make it possible for agents to transfer to a Queue, which then triggers a Flow.

Thanks,
Angelo

10

Thank you for the update. When can we expect this to be available? We are working on a release that could benefit from being able to transfer messages to a queue. And just o be sure, this is limited to messaging so no support for the chat channel, correct?

11

That's correct: in-queue flows are limited to messaging channels. If you need this sooner, you could get involved as Beta adopter.

12

Thanks for the update to this query.

16