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  • 1.  Building Custom UI for rendering Web Messages from Embeddable Framework

    Posted 03-05-2026 15:48

    Hello!

    In my team's application, we currently use the Embeddable framework to integrate telephony.

    We're now looking into adding chat but we want to render the messages in our own UI.

    At the moment, I have a dummy website with the Web Messaging deployment so I can send messages to my agent.

    The embeddable framework is able to send me interaction related messages such as the id of the conversation but it doesn't seem to send messageUpdates under the notification type. I was thinking of getting messages through this event to build the message log. Is there a specific type of configuration needed to allow for these events?

    I also wanted to know api endpoints or event messages I could use for ending a conversation and replying messages.

    Thanks!


    #EmbeddableFramework
    #WebMessaging

    ------------------------------
    Andrew Dong
    ------------------------------


  • 2.  RE: Building Custom UI for rendering Web Messages from Embeddable Framework

    Posted 03-05-2026 18:41

    Hi @Andrew Dong,

    You can find all the information about Web Messaging and how to build a custom UI in the official developer documentation:

    https://developer.genesys.cloud/commdigital/digital/webmessaging/
    https://developer.genesys.cloud/commdigital/digital/webmessaging/messengersdk/SDKCommandsEvents/

    This documentation covers the available events, APIs, and how to handle conversations and messages when implementing Web Messaging.

    Hope this helps.



    ------------------------------
    Luiz Rosa
    Full stack developer
    ------------------------------



  • 3.  RE: Building Custom UI for rendering Web Messages from Embeddable Framework

    Posted 03-06-2026 09:33

    Thanks for responding Luiz

    I was having issues transmitting the messageUpdate events from the embeddable framework but managed to get the fix for it - missed some config in the framework.js.

    Also found the APIs I needed.



    ------------------------------
    Andrew Dong
    ------------------------------

    Original Message


  • 4.  RE: Building Custom UI for rendering Web Messages from Embeddable Framework

    Posted 03-06-2026 11:11

    Hello,

    Haven't tried building my own client for the agents, but my best guess is that you would need to build this with web sockets and notification through the Notification API.



    ------------------------------
    Jan Heinonen
    Contact Center Specialist
    GlobalConnect AB
    ------------------------------



  • 5.  RE: Building Custom UI for rendering Web Messages from Embeddable Framework

    Posted 03-07-2026 18:12

    In the past I have hooked together something similar whereby I:

    1. Detected a conversation starting via events from the Embedded Framework
    2. Retrieve all messages
    3. Provide a UI for sending a message

    I've just skimmed over the solution, and written down the following notes. I hope they help.

    1. Consume when Messenger Conversation begins via Embedded Framework

    1. Framework.js updated to publish all Interaction events
    2. Website hosting Embedded Framework listens for said events
      1. Events that indicate a Change category and Connected state consumed
      2. Conversation ID and Channel extracted

    At this point we can tell when a conversation has started and that is a Messenger type.

    2. Retrieve conversation messages

    The messages are pulled down with:
    POST /api/v2/conversations/messages/{conversationId}/messages/bulk

    The Notification API is used to tell when there are new messages to pull down.

    3. Send Message

    Messages are sent against the conversation with:

    POST /api/v2/conversations/messages/{conversationId}/communications/{communicationId}/messages



    ------------------------------
    Lucas Woodward
    Winner of Orchestrator of the Year, Developer (2025)

    LinkedIn - https://www.linkedin.com/in/lucas-woodward-the-dev
    Newsletter - https://makingchatbots.com
    ------------------------------



  • 6.  RE: Building Custom UI for rendering Web Messages from Embeddable Framework

    Posted 03-09-2026 13:59

    Hi Lucas,

    Yes! This exactly what I'm looking to do.
    I'm currently using the framework.js and handling specific interaction and notification events.

    There's a `messageUpdate` event (under notification type) which provides the most recent 5 messages in the conversation.

    I'm having issues retrieving the full list of messages, the API you mentioned requires a json body listing out the message IDs which I'm not sure how to obtain the full history. Do you have tips?

    Otherwise, I've found that send message api and an api to end the conversation.

    Thank you so much



    ------------------------------
    Andrew Dong
    ------------------------------

    Original Message


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