Trigger genesys call flow from custom chat bot

Genesys Cloud Web Chat
1

We have a custom chat, when chat dont have any answer to the user, we need to connect to the live agent, for that we are tying to trigger our existing call flow from our .Net application.

2

Hello,

I'm not sure I fully understand your question.
Is your custom chat/custom chat bot already integrated or interconnected with Genesys Cloud?

And I don't know what you are referring to here: "to trigger our existing call flow from our .Net application".
What existing call flow?

If your custom chat/custom chat bot is currently not integrated with Genesys Cloud
And if the customer is initially interacting with your custom chat/custom chat bot directly (not involving Genesys Cloud at this stage)
And if you are asking how to let the customer get in touch with a Genesys Cloud Contact Center agent when no answer is available for the customer's question:
Then, you can establish a chat session with Genesys Cloud (the session will then be distributed to a Contact Center through an Architect flow and an ACD Queue) using one of the following chat protocols.

Using Web Chat v2 (synchronous chat) and the Guest Chat API.
A built-in UI is provided as well - Genesys Widgets - but if you want your customer to continue the chat in your chat client, then you would have to use the Guest Chat API directly.

Or the new Web Messaging (asynchronous chat) and the Web Messaging Guest API.
A built-in UI is provided as well - Messenger UI - but if you want your customer to continue the chat in your chat client, then you would have to use the Web Messaging Guest API directly.

If chat messages (from the customer) are transiting through a backend (I mean a backend that you manage/have developed), you could also use the new Open Messaging (asynchronous chat) using Open Messaging API and webhooks.
Open Messaging is meant for server to server integration.

Regards,

3

Is your custom chat/custom chat bot already integrated or interconnected with Genesys Cloud? Not yet.
And I don't know what you are referring to here: " to trigger our existing call flow from our .Net application ".
What existing call flow? We have inbound call flows with genesys, our company name : Edenred.

4

This topic was automatically closed 31 days after the last reply. New replies are no longer allowed.