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Create Scheduled Callback from Web Messaging linked to chat session in the Timeline View

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  • 1.  Create Scheduled Callback from Web Messaging linked to chat session in the Timeline View

    Posted 03-19-2024 20:04
    No replies, thread closed.

    I was wondering if there was a way to link the requested callback with the originating Web Messaging session.  This callback would be a scheduled callback requested in a messaging or bot flow during self-help, not after being routed to an agent.  However, the question is really the same.  Is there a way to create a scheduled callback via the API that links back to the originating conversation in the Timeline View?

    Currently our scheduled callbacks show up in the destined queue, but it is a just a callback.  There is no way to know where it came from, how it was done, etc.  The only method I can find for tracking is by putting participant data into the callback and messenger conversation, however, that is not ideal and not what is easy for Supervisors to see.


    #DigitalChannels

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    Ryan Cheesman
    Senior Manager, IT Integration Services
    Tandem Diabetes Care Inc. | positively different
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  • 2.  RE: Create Scheduled Callback from Web Messaging linked to chat session in the Timeline View
    Best Answer

    Posted 03-19-2024 20:57
    No replies, thread closed.

    HI Ryan,

    Someone with more experience on this correct me if I'm wrong.

    But I believe you can use POST /api/v2/conversations/{conversationId}/participants/{participantId}/callbacks

    https://developer.genesys.cloud/devapps/api-explorer#post-api-v2-conversations--conversationId--participants--participantId--callbacks

    to do exactly that. Create a callback for an existing conversation / participant.



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    Anton Vroon
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    Original Message


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