Transferring user conversations from power virtual agent to Genesys live agent

Genesys Cloud Applications Architect
1

Hi Team,
I working for a client. I am new to Genesys, here is my requirement in detail.
1) We have a chatbot developed using Power Virtual Agent, initially user will interact with power virtual agent only.
2) If user request for live chat with some agent, we should redirect user to live agent of Genesys with all conversations or transcript.
3) I explored one approach using Genesys Cloud Connector, but I don't want to use it. I want to transfer user conversations to live agent of Genesys using Rest API's. Can you please help me with what are all things required to achieve this requirement. This is urgent for me, can you please help me out with this. Thank you in advance.

2

Any reason for not wanting to use Bot Connector?

3

Hi Angelo,

Thank you so much for quick reply, Appreciated.

are you talking about this link [https://developer.genesys.cloud/blueprints/bot-connector-for-ms-power-virtual-agent/](https://Bot Connector).
I have gone through above link, as part of this integration lot of things we need to care like creating aws lambda function, calling to bot connector api and all.

We would like to interact with Live User Agent of Genesys using Messenger and Rest APIs(for posting our bot conversations to Genesys.)

I need details steps for this requirement like what are all things I need to created in Architect and Admin screens.

This is urgent to me, appreciate your help on this.

4

We are moving away from Service Now, want to bring everything to Genesys! :grinning:
We are excited to implement many features of Genesys. It is not just about Live Agent.

Existing implementation with service now is working as below:

  1. We post user or customer conversation to Service Now API(Rest API)
  2. We get a response with a URL. Using this url , user navigate to service now portal and start conversation with live agent.

That is how implemented currently. Now we want to replace service now with Genesys.

Do you have any similar kind of REST APIs for my requirement. We do not have enough, so tight deadlines are there, please provide detail information for this.

Thank you in advance.

5

Hi Angelo,

This is very urgent to me, please help me. I want to know alternate way to achieve this requirement.

6

We are moving away from Service Now, want to bring everything to Genesys! :grinning:
We are excited to implement many features of Genesys. It is not just about Live Agent.

Existing implementation with service now is working as below:

  1. We post user or customer conversation to Service Now API(Rest API)
  2. We get a response with a URL. Using this url , user navigate to service now portal and start conversation with live agent.

That is how implemented currently. Now we want to replace service now with Genesys.

Do you have any similar kind of REST APIs for my requirement. We do not have enough, so tight deadlines are there, please provide detail information for this.

Thank you in advance.

7

We are moving away from Service Now, want to bring everything to Genesys! :grinning:
We are excited to implement many features of Genesys. It is not just about Live Agent.

Existing implementation with service now is working as below:

  1. We post user or customer conversation to Service Now API(Rest API)
  2. We get a response with a URL. Using this url , user navigate to service now portal and start conversation with live agent.

That is how implemented currently. Now we want to replace service now with Genesys.

Do you have any similar kind of REST APIs for my requirement. We do not have enough, so tight deadlines are there, please provide detail information for this.

Thank you in advance.

8

This topic was automatically closed 30 days after the last reply. New replies are no longer allowed.