reading genesys cloud web messagin documentaion; I relized this and please correct me if I'm wrong,
dealing with web chat I found that it doesn't need external flow to be work with, for exemple it doesn't need google dialog flow or aws lex that they should be implemented in gengsys flow than call them when making the deployement in web messenger; unlick messenger chat that it needs to be related to a flow
Hello,
Questions regarding features and configuration should be asked on the Genesys Cloud Community forum.
I think you are confusing things.
A Messenger Deployment must be associated with a Genesys Cloud Architect flow (Inbound Message flow).
A WebChat Widget deployment can be associated with a Queue directly (Queue specified when the chat is created) or with an Architect Inbound Chat flow.
About Architect
Regards,
thanks for responding, you make it clear for me, an other question;
with API what I can do exactly; to be specefic, with apu I can use the web messenger or web chat ?
Hello,
I am sorry but I don't understand your question.
What are you trying to do?
Regards,
sorry for the misunderstanding.
I have two questions :
1 - as you know there are ways to communicate using web chat or webmail; My question is; what exactly is the genesys cloud API used for, it replaces web chat or web messaging.
2 - does web chat and web messenger needs to communicate with an agent or simply by adding the web messenger to a flow; then no need to communicate with an agent. ( automatic conversation user-bot ( aws lex / google dialog flow ) )
THANKS
Sorry - I still don't understand what you are trying to do.
Chat (WebChat) and Messaging (Web Messaging/Open Messaging) are two different media types - managed as two different media types in Genesys Cloud.
See Web messaging and web chat feature comparison and Channel and bot capabilities feature comparison
If you are trying to establish a chat session from external (your system) to Genesys Cloud (to connect to an Architect Flow/Bot flow/... or to a Contact Center Agent), you can leverage:
For WebChat conversations: Guest Chat API
For Web Messaging: Web Messaging
For Open Messaging: Open Messaging
If your question is if a chat or messaging must be connected to a Contact Center Agent. No - they can be ended/disconnected while under the control of an Architect flow.
About Architect
Regards,
refering to this link that you passed , I would like to ask more about the self-service and automtion, what I undrastand that with this service, there is no need to communicate directly with an agent all become mangaged through the Bot integration support.
is that correct ?
Web messaging and web chat feature comparison
Yes .
Questions related to features and configurations should be asked on the Genesys Cloud COmmunity forum.
Regards,
could you summarize for me at the end everything we have already talked about to fix the ideas:
web messenger and webchat are two different media channels;
it is possible to communicate with an agent via these two media and we also have the possibility of using the automatic channels that we integrate such as aws lex or google dialog flow.
Is it correct?
That is correct. If you want more of conversation on this and your needs, please email me at marc.sassoon@genesys.com and we can certainly help the adoption of these channels. I am part of the Digital and AI sales specialist teams and can guide you to the best solution.
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