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Third Party Chat integration

  • 1.  Third Party Chat integration

    Posted 10 days ago
    Hi Team,

    I want to integrate PureCloud chat with the customer Mobile Application and the chat is third party chat. I was trying to search for the documentation related to third-party chat integration but I couldn't.

    Would anyone please share the process of integration with third-party mobile chat integration. what is the Genesys role in it and what is the customer role etc
    #Integrations

    ------------------------------
    Mohammad
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  • 2.  RE: Third Party Chat integration

    GENESYS
    Posted 8 days ago
    Hi Mohammad,

    Here are some articles that you might find useful:
    Please let us know if you have any other questions!

    -- Becky Powell

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    Becky Powell
    Principal Product Manager, PureCloud Open Platform
    Genesys - Employees
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  • 3.  RE: Third Party Chat integration

    Posted 7 days ago
    Hi Becky,
    I try use a 3-rd Party chat API it seams that we need to build application and there is no simple way to use it by API Explorer.

    I had another question
    Could I use a ACD Preferred agents for 3-rd chat API documentation makes me confuse a lite bit ?
    Regarding documentation it should be possible to do that. "Supported channels include email, chat, voice, messaging, voicemail, and callbacks. Outbound campaigns and scheduled callbacks are not supported." I got it form attached source: https://help.mypurecloud.com/articles/advanced-routing-overview/

    In API  (https://developer.mypurecloud.com/api/webchat/guestchat.html) documentation there is no any details how to use Preferred Routing agent.

    Can we use instead "queue" in targetType example "Agent" to past it directly to agent?

    Best Regards.


    ------------------------------
    Rafal Gaworski
    Telefonix Sp. Z o.o
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  • 4.  RE: Third Party Chat integration

    GENESYS
    Posted 6 days ago
    Hi Rafal,

    I'd recommend that you post any API-related questions to the Web Chat group in our Developer Forum.

    Have a great day!

    ------------------------------
    Becky Powell
    Principal Product Manager, PureCloud Open Platform
    Genesys - Employees
    ------------------------------



  • 5.  RE: Third Party Chat integration

    Posted 8 days ago
    Edited by William Martín Chávez González 8 days ago
    Hi Mohammad Khaleel:

    I recommend you to check these references:

    1. PureCloud HelpSocial AppFoundry: https://www.helpsocial.com/helpsocial-and-genesys-partner-to-deliver-enterprise-social-customer-care-in-the-contact-center/
    2. Guest Chat API - I think it is appropiate for your use case: https://developer.mypurecloud.com/api/webchat/guestchat.html

    If you have any questions about how it works do not dude to ask to the organization I am working (Global networks Solutions, Cali, Colombia).

    I hope this helps you.


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    William Martín Chávez González
    Global Networks Solutions S.A.
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  • 6.  RE: Third Party Chat integration

    Posted 3 days ago
    Hi Team,

    I am sorry I was away for a while, really appreciate your replies and discussion. Sure, I will check all the suggestions and update you ASAP


    Regards

    ------------------------------
    Mohammad
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