Genesys Cloud CX

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Question about Facebook Messenger Routing Failed

  • 1.  Question about Facebook Messenger Routing Failed

    Posted 12-01-2022 08:17
    Hi

    I have integrated Genesys With Facebook and Googledialogflow,  Interaction from Facebook messenger will route to dialogflow and will tranfer again to agent,

    and the problem is, when the interaction will routed with the skill, using the language skill, the interaction does not match to the agent skill language, even when I remove the agent from the Queue member, the interaction still goes to the same agent, unless I change the agent status to off queue, then the interaction will move to another agent,

    note I use the same facebook user, I only change the language option to interact with genesys

    does anyone have a solution to this problem
    #Routing(ACD/IVR)

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