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Question about integration with an external Chatbot platform

  • 1.  Question about integration with an external Chatbot platform

    Posted 07-14-2021 05:46
    One of our customers are working with an integration with an external Chatbot platform that hands over the chat sessions to Genesys Cloud for live agent interactions.

    They have a series of questions that we can not answer ourselves. Here are the questions:

    We want to clarify the differences within the following pears of events:

    message event with bodyType:'member-join'

    versus

    member-change event with "state":"CONNECTED"

    and

    message event with bodyType:'member-leave'

    versus

    member-change event with "state":"DISCONNECTED"

    (1) Is it true that a message event with bodyType 'member-join' or 'member-leave' means the participant (a user, an agent or a bot) identified via eventBody.sender.id has joined respectively left the chat identified via eventBody.conversation.id?

    (2) Is it true that a member-change event with "state" "CONNECTED" or "DISCONNECTED" means the participant (a user, an agent) identified via eventBody.member.id has his/her communicating socket connected respectively disconnected from the chat backend?

    (3) Is it true that if a chat participant closes his/her browser in the middle of a ongoing chat, a member-change event with "state":"DISCONNECTED" will be triggered for his/her chat counterparts, but not necessarily a message event with bodyType:'member-leave'?

    (4) What does a member-change event with "state":"ALERTING" mean?



    #DigitalChannels

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    Regards
    Rune Schau
    Atea AS
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