Is it possible to associate or combine Architect flows with Third-party chat routing? So that a Web Services Data Action could be triggered when chat is picked by Agent, or chat is closed etc.
If this is not possible. Is there any other way for routing, chat or queue events to trigger webhooks that make HTTP calls to third-party systems?
We are aware of websocket-based Notifications but that is much more complex thing to implement and maintain and deducing the actual event from the JSON payload is not easy nor particularly well documented.
But isn’t open messaging meant for integrations that actually pass (e.g. chat) messages between Genesys and third party system?
In our case, Genesys is used for ACD and Agent-side control of chat state via Genesys UI. There are no chat messages passed between Genesys and third party chat system.
While using open messaging to transmit the media between GC and the external platform is the main use case, it's not exactly required (although it does have the follow on benefits of being archived with the conversation and made available for use in quality evaluations, sentiment analysis, etc.). We've actually adapted it for use with our own Salesforce Chat Routing solution, which bypasses the inclusion of conversation media and is used exclusively for signaling on the conversation and passing participant data for use in creating a screen pop to the conversation in the external platform.
My concern with alternative approaches is how real time your use case is. Triggers could conceivably meet your stated aims, but there is no guarantee regarding how quickly the architect workflow is processed, making real time signaling requirements challenging.
You've already identified the other alternatives available to you, leveraging the notification service to receive websocket communications regarding conversations.
Unfortunately, there's not a lot of details regarding your architecture to make more detailed recommendations. There may be other tools on our platform that could satisfy your use case, but they're not obvious from the information provided.