Genesys Cloud CX

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  • 1.  Transfer to Group from Inbound Message Flow

    Posted 10-07-2021 14:17
    Trying to build an Inbound Message Flow for our VIP's. I am sending a response message then routing that to an ACD Queue. Which is great but for after hours service I would like to transfer that interaction to a group using voice. I know that this is not possible in the flow itself. Wondering if anyone has experience with grabbing the interaction with the API and then sending that interaction to a group? Or, any other way to get this accomplished. Thanks.

    #Architect/Routing
    #API/Integration
    ​​
    #Routing(ACD/IVR)

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    Matthew Raleigh
    Broker Solutions, Inc. DBA New American Funding
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  • 2.  RE: Transfer to Group from Inbound Message Flow

    Posted 10-10-2021 22:52
    I think what you are actually wanting is to send a group message, correct?  If so, you need to use a webhook to send it in : Webhooks (genesys.cloud).  I would assume you could do this by calling a webservice to send it in, or perhaps you can get creative with a data action and send directly.

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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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  • 3.  RE: Transfer to Group from Inbound Message Flow

    Posted 10-11-2021 09:26
    Thanks, Robert. A group message would work.

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    Matthew Raleigh
    Broker Solutions, Inc. DBA New American Funding
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