I would like to know if there is a way to disable a Webchat Queue from the backend (pure.cloud interface), according to office hours, or to Holidays date?
Then a client would connect to the chat and client would receive a custom message "Sorry out of office" or "Back in few days".
I know how to deal with time off at the front-end level but it seems more logical to me that the webchat agent is setting that up on the backend directly. I didn't find on pure.cloud interface a way to disable a queue or only the webchat section, according to a calendar.
There is no possibility to disable a Queue (used for WebChat) according to office hours and holidays.
If you are using Widgets Version 1.0 (WebChat v1), this would have to be done on the front-end side, leveraging Web chat schedules. This would display or hide the chat button based on the configured schedules.
If you are using Widgets Version 1.1 or Version 2.0, you could tie the widgets to an inbound chat flow, and try to implement such logic in the Architect flow itself (testing dates/times).
And send an automated message from the inbound chat flow (using Send Response block) and then disconnect.
I understand this does not correspond to the type of provisioning you would like to have (from Genesys Cloud Admin UI). But that's what is possible at this time.
But you can create an idea at https://purecloud.ideas.aha.io/ideas/ to describe your use case and allow others to vote it up.
Thanks for the quick answer. Do you have by any chance an example of timeoff logic implementation with architect inbound chat flow? I am already using architect with inbound chat flow for greeting message and I though it would be the right place process timeoff but I don't know how can I insert any kind of programming in the inbound chat flow. Any links that you can provide me in the right direction is really appreciated.
I unfortunately don't have such a built-in example.
But you would have to use the Decision and Switch blocks in the Architect flow - to test something.
And leverage the Expression and Expression functions related to day, date and time.
From an Architect flow, you can invoke a Data Action using the Call Data Action block.
The Data Action can trigger a request to an external Web Services, to an AWS Lambda, to a Google Cloud function, ...
See here for possible Data Action integrations.
Assuming AWS Lambda or Google Cloud function, you could create a javascript/python script there to code your logic.
Of course you need to have a GCP account or an AWS account.
I found the solution that I needed and it is already built-in. You need to have access to https://login.mypurecloud.com collaborate section and architect section. In collaborate section you need to go to routing /scheduling. In scheduling you need first to create multiple schedules for holidays and office hours. Then you need to create a schedule group and you are going to add the schedules that you created into the different schedules types (holiday, open, closed). You can even create an emergency group that you can enable and disable at will. Now that you have your schedules you can access the architect section. Create an inbound chat flow and after task "Legacy Queue found" in the "yes" branch you can drag the element "logical / Evaluate Schedule Group". Once the element has been dragged you can assign the schedule group name that you create earlier in collaborate section. And now you have four branches in the flow (open, closed, holidays, emergency) where you can assign your different "send Response" and also "End of Flow" if needed.
