No worries, sometimes it is hard to see something like that when you've been stuck on it for so long.
If you want it to go to a specific agent, like the last agent(s) that dealt with the message, then you should take a look at these fields in the payload.
Original Message:
Sent: 04-09-2024 23:52
From: Khurshid Ali
Subject: How to create callback to customer instantly from the same conversation when on a digital channel like web message.
Hey, Thanks a ton for that comment. I got the error. My bad.
Because I was on the message call flow, I was using web services integration.
But when I created with Genesys Data Action, it started working.
Now, I need to check, if the call comes to same user if the callback is on the queue. There could be multiple users in that queue.
I am going to play around with that.
THanks.
------------------------------
Khurshid Ali,
Consultant / Developer / Tech Lead,
NCR Voyix,
khurshid.ali@ncrvoyix.com,
New Delhi,
India
Original Message:
Sent: 04-09-2024 22:30
From: Anton Vroon
Subject: How to create callback to customer instantly from the same conversation when on a digital channel like web message.
Odd, Certainly works without issue here.
Are you sure you are using the Genesys Data Action integration, and not the generic Web Services integration?
Do any Data Actions work within the same Integration setup you are using for this?
None of those have extra bits in the URL, no prefixes or suffixes?
------------------------------
Anton Vroon
Original Message:
Sent: 04-09-2024 20:29
From: Khurshid Ali
Subject: How to create callback to customer instantly from the same conversation when on a digital channel like web message.
Thanks for Sharing.
For some weird reason, I just imported your version, and it is still erroring out:
{ "message": "The request could not be understood by the server due to malformed syntax.", "code": "bad.request", "status": 400, "messageParams": {}, "contextId": "5fc92ccd-5d52-4854-ac44-c60fb5dc795a", "details": [ { "errorCode": "ACTION.REMOTE_ENDPOINT" } ], "errors": [ { "message": "REST call for action execute failed. Message: requestUrlTemplate could not be resolved into a fully qualified URL. [5fc92ccd-5d52-4854-ac44-c60fb5dc795a]", "code": "BAD_REQUEST", "status": 400, "messageParams": {}, "details": [], "errors": [] } ]}
------------------------------
Khurshid Ali,
Consultant / Developer / Tech Lead,
NCR Voyix,
khurshid.ali@ncrvoyix.com,
New Delhi,
India
Original Message:
Sent: 04-09-2024 16:05
From: Anton Vroon
Subject: How to create callback to customer instantly from the same conversation when on a digital channel like web message.
I sure have.
I've uploaded the json file to the library here:
https://community.genesys.com/viewdocument/callback-dataaction?CommunityKey=bab95e9c-6bbe-4a13-8ade-8ec0faf733d4&tab=librarydocuments
------------------------------
Anton Vroon
Original Message:
Sent: 04-09-2024 14:16
From: Khurshid Ali
Subject: How to create callback to customer instantly from the same conversation when on a digital channel like web message.
Hello Anton,
It works when you run that from devloper tool.
But fails when you create a data action and test.
Have you tested with data action with same API?
------------------------------
Khurshid Ali,
Consultant / Developer / Tech Lead,
NCR Voyix,
khurshid.ali@ncrvoyix.com,
New Delhi,
India
Original Message:
Sent: 04-08-2024 17:01
From: Anton Vroon
Subject: How to create callback to customer instantly from the same conversation when on a digital channel like web message.
Can you post your request payload and url?
For me this simple callback works:
Of course updated +xxxxx with a valid phone number, and update the queueId with one of your own. If that works then just add back in the parameters that your really need, scheduled time etc.
https://developer.genesys.cloud/devapps/api-explorer?requestConfig=eyJvcGVyYXRpb25JZCI6InBvc3RDb252ZXJzYXRpb25zQ2FsbGJhY2tzIiwiYm9keSI6eyJxdWV1ZUlkIjoiNDg1ODM5MzYtNjA1NC00NmZmLTg4ZTktZmJjMWY0NTE0OWQ1Iiwicm91dGluZ0RhdGEiOnsicXVldWVJZCI6IjQ4NTgzOTM2LTYwNTQtNDZmZi04OGU5LWZiYzFmNDUxNDlkNSIsInByaW9yaXR5IjowfSwiY2FsbGJhY2tOdW1iZXJzIjpbIit4eHh4eHh4Il0sInZhbGlkYXRlQ2FsbGJhY2tOdW1iZXJzIjp0cnVlfSwiaGVhZGVycyI6W119#post-api-v2-conversations-callbacks
------------------------------
Anton Vroon
Original Message:
Sent: 04-08-2024 09:28
From: Khurshid Ali
Subject: How to create callback to customer instantly from the same conversation when on a digital channel like web message.
When using this API:
/api/v2/conversations/callbacks
If I run this on a developer tool with CallBackNumber and QueueID, it just works fine.
When I run it on the actions as a Web Services integration, it gives below errorr:
{ "message": "The request could not be understood by the server due to malformed syntax.", "code": "bad.request", "status": 400, "messageParams": {}, "contextId": "ed934c0c-b351-4c50-9fb6-661d7120876d", "details": [ { "errorCode": "ACTION.REMOTE_ENDPOINT" } ], "errors": [ { "message": "REST call for action execute failed. Message: requestUrlTemplate could not be resolved into a fully qualified URL. [ed934c0c-b351-4c50-9fb6-661d7120876d]", "code": "BAD_REQUEST", "status": 400, "messageParams": {}, "details": [], "errors": [] } ]}
------------------------------
Khurshid Ali,
Consultant / Developer / Tech Lead,
NCR Voyix,
khurshid.ali@ncrvoyix.com,
New Delhi,
India
Original Message:
Sent: 04-07-2024 23:51
From: Anton Vroon
Subject: How to create callback to customer instantly from the same conversation when on a digital channel like web message.
Huh, sorry must have mis-remembered, and honestly kind of surprised this doesn't work this way already.
But yes looks like the intent for the API was only ever to create a callback as part of a voice interaction. Which seems short sighted.
Looks like you can only create a new conversation callback.
I've created a new idea for this: https://genesyscloud.ideas.aha.io/ideas/CECALL-I-66
------------------------------
Anton Vroon
Original Message:
Sent: 04-07-2024 23:03
From: Khurshid Ali
Subject: How to create callback to customer instantly from the same conversation when on a digital channel like web message.
I have already test that API, but it gives me below error while testing:
{ "message": "Callbacks may not be scheduled on non-voice communications.",
"code": "bad.request",
"status": 400,
"contextId": "bca24cfb-ff83-47b2-99de-f36ca1cdaf3b",
"details": [],
"errors": []
}
------------------------------
Khurshid Ali,
Consultant / Developer / Tech Lead,
NCR Voyix,
khurshid.ali@ncrvoyix.com,
New Delhi,
India
Original Message:
Sent: 04-07-2024 19:15
From: Anton Vroon
Subject: How to create callback to customer instantly from the same conversation when on a digital channel like web message.
To create a callback to be part of an existing conversation 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
You will need to provide the ConversationId and the customer ParticipantId
Edit: That api will let you also set the scheduled time, the queue, the skill, the priority etc.
------------------------------
Anton Vroon
Original Message:
Sent: 04-06-2024 02:55
From: Khurshid Ali
Subject: How to create callback to customer instantly from the same conversation when on a digital channel like web message.
Customer initiates a web message from their internal website --> inbound message flow --> Bot Flow (exit bot) --> Inbound Message Flow (Transfer to ACD) --> In-Queue message flow --> Agent answers the message.
At this point, the customer wants to speak with an agent instead of chatting. How can agent initiates a callback with same conversation/interaction with a different channel? so that reporting will have all the data regarding chat as well as voice call back.
Also, at the end if the callback be scheduled, if the customer wants callback at a later time again to share some feedback or continue the discussion.
I am new to Genesys, still exploring different ways to achieve this. Have tried different APIs, but couldn't succeed.
Looking for a help who has achieve this in an easy-to-support way. Much appreciated!
#ArchitectureandDesign
#ConversationalAI(Bots,AgentAssist,etc.)
#DigitalChannels
#ConnectwithaCustomer(NEW)
------------------------------
Khurshid Ali,
Consultant / Developer / Tech Lead,
NCR Voyix,
khurshid.ali@ncrvoyix.com,
New Delhi,
India
------------------------------