Genesys Cloud CX

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  • 1.  Calling Message flow from MS Teams

    Posted 11-18-2022 11:42
    Hi Everyone,

    Is there way to call a message flow from MS Teams? (Genesys Cloud digital Integration with MS Teams).

    Let me know your comments!

    Regards,
    Jarvish Kisanth Singh

    #ConversationalAI(Bots,AgentAssist,etc.)
    #DigitalChannels
    #Integrations

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    Jarvish Kisanth Singh
    Voya Services Company
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  • 2.  RE: Calling Message flow from MS Teams

    Posted 11-18-2022 12:46
    If you have Teams Direct Routing in place, you can call over that to a call route in Genesys Cloud.  Otherwise, there is always the PSTN.   We connected chat to a chat flow from Teams in the past.  Need to update that to Messaging.

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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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  • 3.  RE: Calling Message flow from MS Teams

    Posted 11-21-2022 10:48
    Hi Robert,

    Do you have any examples or more details on this?

    Let me know your comments!

    Regards,
    Jarvish Kisanth Singh

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    Jarvish Kisanth Singh
    Voya Services Company
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  • 4.  RE: Calling Message flow from MS Teams

    GENESYS
    Posted 11-21-2022 15:38
    Jarvish,

    You might take a look at this Blueprint for some inspiration: https://developer.genesys.cloud/blueprints/slack-open-messaging-blueprint/.  The blueprint showcases Slack using Open Messaging to communicate with a contact center agent, but Teams has similar APIs so you can probably adapt this to work with Teams as well.

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    Jim Crespino
    Senior Director, Developer Evangelism
    Genesys
    https://developer.genesys.com
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  • 5.  RE: Calling Message flow from MS Teams

    GENESYS
    Posted 11-28-2022 22:22
    FWIW, the Genesys Universal Messaging team (on AppFoundry) is building the Microsoft Teams <=> Genesys Cloud integration as we speak.

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    Gildas Cherruel
    Genesys - Employees
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  • 6.  RE: Calling Message flow from MS Teams

    Posted 12-02-2022 08:30
    Thanks Gildas,

    Do we have a release date on this?

    Let me know your comments!

    Regards,
    Jarvish Kisanth Singh

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    Jarvish Kisanth Singh
    Voya Services Company
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  • 7.  RE: Calling Message flow from MS Teams

    GENESYS
    Posted 12-05-2022 00:44
    In a few weeks, if all goes well with Microsoft people.

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    Gildas Cherruel
    Genesys - Employees
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