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3rd Party chat messages being answered and routed to a server

  • 1.  3rd Party chat messages being answered and routed to a server

    Posted 06-05-2025 18:13

    Fabio_Oliveira | 2018-06-14 18:14:37 UTC | #1

    Hello there!

    I would like to ask if there is any way to get 3rd party chat messages to be sent to the ACD Queue, an agent being able to view and reply it and those messages responses being forward (HTTP requested to a callback url or webhooked) to an intermediate server (this one responsible for sending messages to PureCloud and receiving the Agents response)?

    I've been looking around for different topics and searching in the API, yet I don't find any way to do this.

    For what I understand, the external chat messages can be integrated either:

    • using webhooks into a group chat;
    • using the conversations API sending to the ACD Queue an interaction object with no media (and no way for the agent to respond it directly in the PureCloud UI, I assume).

    I found some other topics somewhat related to this in which were mentioned an API resource for chat in the roadmap, isn't there other way to achieve this today? Either using some resources of the Web Chat, SDKs or even Bridge?

    Thank you for your time!

    tim.smith | 2018-06-15 13:53:21 UTC | #2

    See Third Party Email and Chat Routing. This allows you to create a "chat" conversation to be routed in PureCloud. However, this does not handle any media. You are expected to build any necessary integrations to provide the media to the agent.

    webhooks

    That allows you to send a message from an external system into a PureCloud group chat. This is wholly unrelated to ACD chat.

    chat api

    There is a chat API on the roadmap, however, this is an API to allow you to build your own customer-facing UI for PureCloud web chat. It is not for integrating 3rd party chat systems.

    Fabio_Oliveira | 2018-06-15 14:20:58 UTC | #3

    Thank you so much for the reply Tim!

    Although, I must confess I am a bit surprised. Isn't even in road-map making agent messages leave the PureCloud environment? Or even getting some integration for 3rd party chat messages instead of just notification to group chat? The real bummer for me here is getting an easy way for the Agent to reply to the 3rd Party Chat (without making him go to the chat it self).

    If I may ask, any suggestions for the integrations you mentioned? The best scenario I am thinking for my case is using the webhooks or the chat api with a link for a custom webchat (provided by my server) where it would load the history of messages from the 3rd Party Messages (so the agent could see the messages from the user) and the messages sent by the agent in this custom webchat would reach my server so I could handle them for the 3rd Party Chat. But I don't feel this is a great solution...

    Thanks for taking the time!

    tim.smith | 2018-06-15 17:17:45 UTC | #4

    You could embed your chat app in PureCloud using a custom client application or a web page component in a Script. Either of these options allow you to embed an external web page into PureCloud, just in different places. This web page would be responsible for providing the media from the external system for the 3rd party chat object.

    Fabio_Oliveira | 2018-06-15 18:17:56 UTC | #5

    Once again thanks for the help Tim. I'll explore these options!

    system | 2018-07-16 18:17:57 UTC | #6

    This topic was automatically closed 31 days after the last reply. New replies are no longer allowed.

    This post was migrated from the old Developer Forum.

    ref: 3013



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