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We are currently leveraging the Open Messaging platform ([link]) and I had a few questions regarding the correct approach for initiating a chat in Genesys Cloud CX.

As per the documentation, it is possible to send an inbound message to initiate a conversation. In this process, we are also using the prefetchConversationId parameter to fetch the conversation ID at the same time.

1. Is this the correct approach for initiating a chat in Genesys Cloud CX?
By "initiating chat," I'm referring to the experience where the agent receives an incoming request and has the option to accept or reject it - similar to how a typical inbound interaction behaves.

Alternatively, would this be considered an outbound, agentless message instead - even though it's mentioned that Open Messaging can support both inbound and outbound messages?

2. Assuming our inbound message approach is valid, but the chat requests are not appearing in the agent's inbox - do we need to create an inbound message flow and assign it to the integration created at first step (inbound address)?

Any clarification, documentation, or resource you can share to help us better understand this setup would be greatly appreciated.

For my Open Messaging I set up a Messaging Deployment and routed them to an Architect Flow.

We are currently leveraging the Open Messaging platform ([link]) and I had a few questions regarding the correct approach for initiating a chat in Genesys Cloud CX.

As per the documentation, it is possible to send an inbound message to initiate a conversation. In this process, we are also using the prefetchConversationId parameter to fetch the conversation ID at the same time.

1. Is this the correct approach for initiating a chat in Genesys Cloud CX?
By "initiating chat," I'm referring to the experience where the agent receives an incoming request and has the option to accept or reject it - similar to how a typical inbound interaction behaves.

Alternatively, would this be considered an outbound, agentless message instead - even though it's mentioned that Open Messaging can support both inbound and outbound messages?

2. Assuming our inbound message approach is valid, but the chat requests are not appearing in the agent's inbox - do we need to create an inbound message flow and assign it to the integration created at first step (inbound address)?

Any clarification, documentation, or resource you can share to help us better understand this setup would be greatly appreciated.

Hi George thanks for the reply!
is there any any genesys documentation online which you followed through to achieve this setup?

For my Open Messaging I set up a Messaging Deployment and routed them to an Architect Flow.

We are currently leveraging the Open Messaging platform ([link]) and I had a few questions regarding the correct approach for initiating a chat in Genesys Cloud CX.

As per the documentation, it is possible to send an inbound message to initiate a conversation. In this process, we are also using the prefetchConversationId parameter to fetch the conversation ID at the same time.

1. Is this the correct approach for initiating a chat in Genesys Cloud CX?
By "initiating chat," I'm referring to the experience where the agent receives an incoming request and has the option to accept or reject it - similar to how a typical inbound interaction behaves.

Alternatively, would this be considered an outbound, agentless message instead - even though it's mentioned that Open Messaging can support both inbound and outbound messages?

2. Assuming our inbound message approach is valid, but the chat requests are not appearing in the agent's inbox - do we need to create an inbound message flow and assign it to the integration created at first step (inbound address)?

Any clarification, documentation, or resource you can share to help us better understand this setup would be greatly appreciated.

Hi George thanks for the reply!
is there any any genesys documentation online which you followed through to achieve this setup?

For my Open Messaging I set up a Messaging Deployment and routed them to an Architect Flow.

We are currently leveraging the Open Messaging platform ([link]) and I had a few questions regarding the correct approach for initiating a chat in Genesys Cloud CX.

As per the documentation, it is possible to send an inbound message to initiate a conversation. In this process, we are also using the prefetchConversationId parameter to fetch the conversation ID at the same time.

1. Is this the correct approach for initiating a chat in Genesys Cloud CX?
By "initiating chat," I'm referring to the experience where the agent receives an incoming request and has the option to accept or reject it - similar to how a typical inbound interaction behaves.

Alternatively, would this be considered an outbound, agentless message instead - even though it's mentioned that Open Messaging can support both inbound and outbound messages?

2. Assuming our inbound message approach is valid, but the chat requests are not appearing in the agent's inbox - do we need to create an inbound message flow and assign it to the integration created at first step (inbound address)?

Any clarification, documentation, or resource you can share to help us better understand this setup would be greatly appreciated.

1. Yes, you can use the API POST /api/v2/conversations/messages/{integrationId}/inbound/open/message?prefetchConversationId=true. This is the inbound message to Open Messaging integration. 

2. Open messaging route assignment is done via Routing -> Message Routing. The Inbound Address in the screenshot below corresponds to Open Messaging Platform configured under Message -> Platforms. 

Additional documentation: please try this link https://help.mypurecloud.com/articles/about-open-messaging/ 

Thanks,

Hi George thanks for the reply!
is there any any genesys documentation online which you followed through to achieve this setup?

For my Open Messaging I set up a Messaging Deployment and routed them to an Architect Flow.

We are currently leveraging the Open Messaging platform ([link]) and I had a few questions regarding the correct approach for initiating a chat in Genesys Cloud CX.

As per the documentation, it is possible to send an inbound message to initiate a conversation. In this process, we are also using the prefetchConversationId parameter to fetch the conversation ID at the same time.

1. Is this the correct approach for initiating a chat in Genesys Cloud CX?
By "initiating chat," I'm referring to the experience where the agent receives an incoming request and has the option to accept or reject it - similar to how a typical inbound interaction behaves.

Alternatively, would this be considered an outbound, agentless message instead - even though it's mentioned that Open Messaging can support both inbound and outbound messages?

2. Assuming our inbound message approach is valid, but the chat requests are not appearing in the agent's inbox - do we need to create an inbound message flow and assign it to the integration created at first step (inbound address)?

Any clarification, documentation, or resource you can share to help us better understand this setup would be greatly appreciated.

Thanks, Tatjana - I could not find that specifically spelled out in the docs, so I started to doubt my configuration.

1. Yes, you can use the API POST /api/v2/conversations/messages/{integrationId}/inbound/open/message?prefetchConversationId=true. This is the inbound message to Open Messaging integration. 

2. Open messaging route assignment is done via Routing -> Message Routing. The Inbound Address in the screenshot below corresponds to Open Messaging Platform configured under Message -> Platforms. 

Additional documentation: please try this link https://help.mypurecloud.com/articles/about-open-messaging/ 

Thanks,

Hi George thanks for the reply!
is there any any genesys documentation online which you followed through to achieve this setup?

For my Open Messaging I set up a Messaging Deployment and routed them to an Architect Flow.

We are currently leveraging the Open Messaging platform ([link]) and I had a few questions regarding the correct approach for initiating a chat in Genesys Cloud CX.

As per the documentation, it is possible to send an inbound message to initiate a conversation. In this process, we are also using the prefetchConversationId parameter to fetch the conversation ID at the same time.

1. Is this the correct approach for initiating a chat in Genesys Cloud CX?
By "initiating chat," I'm referring to the experience where the agent receives an incoming request and has the option to accept or reject it - similar to how a typical inbound interaction behaves.

Alternatively, would this be considered an outbound, agentless message instead - even though it's mentioned that Open Messaging can support both inbound and outbound messages?

2. Assuming our inbound message approach is valid, but the chat requests are not appearing in the agent's inbox - do we need to create an inbound message flow and assign it to the integration created at first step (inbound address)?

Any clarification, documentation, or resource you can share to help us better understand this setup would be greatly appreciated.