Hello Genesys Community,
Through my research on integration patterns to support Genesys Cloud CX SMS integration with a 3rd party AI Agent, I've seen different approaches that seem to offer the same end-result and was looking for the optimal approach to support SMS to AI Agent and human agent handoff when an escalation is required.
I've seen references to:
About Genesys Bot Connector
Bot Connector (v1) Customer API Spec
Digital Bot Connector (v2) Customer API Spec
And then approaches using Architect and a data action to share the payload with the AI Agent and the AI Agent using another API to send messages back to the visitor.
Any suggestions here and the pro's and con's of each?
#Integrations------------------------------
Alan Klein
SA
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