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  • 1.  identify a guest chat offloaded by a bot

    Posted 04-14-2022 02:14
    No replies, thread closed.
    Hello,

    One of our customer use a chatbot on his website. 

    On some case, chatbot offload conversation to Genesys cloud. On this case, the chatbot ask first the custID.

    this custID is sent to Genesys as a variable with the offloading. I'm so able to manipulate it into the chat flow.

    What I do there is checking on a data table the link between custID and email adress. Then, I'd like to do Get external contact or search external contact in order to identify the customer on the external contact list, and so show the contact card when chat arrive to agent.

    Both Get and Search external contact are working ( I'm able to retrieve info on a variable), but anyway it leave the chat as a guest chat.

    Is there a way to use the Get or Search external contact in order to really identify the chat ?

    Thanks in advance !
    #Ask Me Anything (AMA)
    #DigitalChannels
    #Integrations
    #Routing(ACD/IVR)

    ------------------------------
    Pierre Pirson
    Proximus PLC
    ------------------------------


  • 2.  RE: identify a guest chat offloaded by a bot

    Posted 04-15-2022 10:32
    No replies, thread closed.
    Pierre,

    To associate an external contact to a conversation you'll need to use a Genesys Cloud API.  Specifically you'll need to use PUT /api/v2/externalcontacts/conversations/{conversationId}: https://developer.genesys.cloud/devapps/api-explorer#put-api-v2-externalcontacts-conversations--conversationId-

    To call a Genesys Cloud API from Architect you'll need to define a Genesys Cloud Data Action: https://help.mypurecloud.com/articles/about-genesys-cloud-data-actions-integration/


    ------------------------------
    Jim Crespino
    Senior Director, Developer Evangelism
    Genesys
    https://developer.genesys.com
    ------------------------------

    Original Message


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