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How to run an automatic response showing the agent's name in a web chat message

  • 1.  How to run an automatic response showing the agent's name in a web chat message

    Posted 08-03-2024 12:08

    Get ConversationID as a custom Substitution

    Good afternoon, I need to launch an automatic response when it is routed to a message queue in a web chat, I am thinking of doing it with a script, with a call to the API, but I can't find how to do it. Could anyone help me or have any idea which API should be used in the DA of the script?  i was reading this webpage Get ConversationID as a custom Substitution

     ,but with not good results.Thanks in advance.


    #API/Integrations
    #DigitalChannels

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    Miguel L. Portugues
    Sabio Ibérica, S.A.
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  • 2.  RE: How to run an automatic response showing the agent's name in a web chat message

    Posted 08-05-2024 17:28

    Maybe I'm misunderstanding you, so could you elaborate?

    Scripts execute when an Agent gets an Interaction (they are basically the screen the Agent sees in the UI), but it sounds like you want to automate as part of the directing of a message into a queue when the session starts? This would be done using a Flow in Architect.



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    Paul Simpson
    Views expressed are my own and do not necessarily reflect those of my employer.
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    Original Message


  • 3.  RE: How to run an automatic response showing the agent's name in a web chat message

    Posted 08-07-2024 15:52

    Hi paul, i need the next, when the agent receive the interaction into the message queue, need to display one canned response automatically i found this API in internet : post/api/v2/conversations/messages/{conversationId}/communications/{communicationId}/messages

    But i dont know how obtend the comunicatioId, the need ot its because we want to present the agents name to the customer , witout to go to the canned respose and run it manualy.

    Thanks in advance.



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    Miguel L. Portugues
    Sabio Ibérica, S.A.
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    Original Message


  • 4.  RE: How to run an automatic response showing the agent's name in a web chat message
    Best Answer

    Posted 08-08-2024 13:27
    Edited by Cameron Tomlin 08-27-2024 13:31

    Hi Miguel, 

    You got an answer in the latest episode of the Genesys Cloud Q&A Show at time marker 9:35. Hope this helps you.



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    Nicole Milliken
    Genesys - Employees
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    Original Message


  • 5.  RE: How to run an automatic response showing the agent's name in a web chat message

    Posted 08-11-2024 12:54

    Hi Nicole thank you so much its the same i found i need to use this API,  post/api/v2/conversations/messages/{conversationId}/communications/{communicationId}/messages

    Do you know where i could finf the comunicationID?

    by the way thaks a lot for use my question in the youtube,  it was a honor.



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    Miguel L. Portugues
    Sabio Ibérica, S.A.
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    Original Message


  • 6.  RE: How to run an automatic response showing the agent's name in a web chat message

    Posted 08-12-2024 04:53

    Hi i found the comunicationID , its the peer inside the participant, thanks for all.



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    Miguel L. Portugues
    Sabio Ibérica, S.A.
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    Original Message


  • 7.  RE: How to run an automatic response showing the agent's name in a web chat message

    Posted 08-13-2024 15:40

    So glad you found this! 



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    Nicole Milliken
    Genesys - Employees
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    Original Message


  • 8.  RE: How to run an automatic response showing the agent's name in a web chat message

    Posted 18 days ago

    the problem with this approach is that  post/api/v2/conversations/messages/{conversationId}/communications/{communicationId}/messages is an API which requires implicit grant (user context). if you invoke the API via a data action then it will execute it as client credential OAuth so the API call will fail. is here a solution to this part?



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    Zsolt Belicza
    Uc, Cc Architect
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    Original Message


  • 9.  RE: How to run an automatic response showing the agent's name in a web chat message

    Posted 18 days ago

    No, most API calls that affect active conversations require User Context so you can't use Data Actions.



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    Jan Heinonen
    Contact Center Specialist
    GlobalConnect AB
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    Original Message


  • 10.  RE: How to run an automatic response showing the agent's name in a web chat message

    Posted 18 days ago

    So do we have a solution to the original requirement: send a response to the customer automatically when the agent answers the chat? we cant use the routing flow because at that point we dont know which agent answers the call so this message can only be sent when the agent has the chat (connected). If we cant use the readily available API via data action then what other alternatives do we have?

    It seems to me the only option is to have custom code running in the agent desktop in IFRAME which will use implicit grant and then it can invoke the API directly. It is a shame we have to have customer code for this otherwise simple requirement.



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    Zsolt Belicza
    Uc, Cc Architect
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    Original Message


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