Good day

I am currently not sure how to set up an inbound message flow or what it should look like. I currently do not have one set up how ever would like to find out if it is possible to insert a link somewhere on the flow to have a client redirected to  a survey at the end of a chat.

Good day

I am currently not sure how to set up an inbound message flow or what it should look like. I currently do not have one set up how ever would like to find out if it is possible to insert a link somewhere on the flow to have a client redirected to  a survey at the end of a chat.

#DigitalChannels

------------------------------
Neo Molao
Smoke Customer Intelligence Ltd.
------------------------------

Hi Anton

Do you perhaps have an example of what an open messaging flow would look like, maybe an image?

Basically looking at messaging on Genesys and  sending a url to survey (third-party survey) that is. I have tried searching for how to setup messaging flow however I can only find basic setup that say architect then create flow, no images or videos on how to set it up like inbound call flows. Meaning I can not provide you with what I have for you to assist where it could be incorrectly setup. Just like to find out if it is possible so we can integrate Genesys with a third-party application that offers surveys.

Do you have an example or link on how to do this "Open Messaging you can use the API to send a message" via API?

So can I send or trigger a survey lets say at the end of thread timeline?

Would we be able to configure the flow in a way that the survey link is embedded into a flow to trigger the survey at the end of a thread time line?

------------------------------
Neo Molao
Smoke Customer Intelligence Ltd.

Original Message:
Sent: 09-25-2024 14:48
From: Neo Molao
Subject: Inbound Message Flow

Good day

I am currently not sure how to set up an inbound message flow or what it should look like. I currently do not have one set up how ever would like to find out if it is possible to insert a link somewhere on the flow to have a client redirected to  a survey at the end of a chat.

#DigitalChannels

------------------------------
Neo Molao
Smoke Customer Intelligence Ltd.
------------------------------

Hi Anton

Do you have any feedback for me, some guidance please.

Hi Anton

Do you perhaps have an example of what an open messaging flow would look like, maybe an image?

Basically looking at messaging on Genesys and  sending a url to survey (third-party survey) that is. I have tried searching for how to setup messaging flow however I can only find basic setup that say architect then create flow, no images or videos on how to set it up like inbound call flows. Meaning I can not provide you with what I have for you to assist where it could be incorrectly setup. Just like to find out if it is possible so we can integrate Genesys with a third-party application that offers surveys.

Do you have an example or link on how to do this "Open Messaging you can use the API to send a message" via API?

So can I send or trigger a survey lets say at the end of thread timeline?

Would we be able to configure the flow in a way that the survey link is embedded into a flow to trigger the survey at the end of a thread time line?

------------------------------
Neo Molao
Smoke Customer Intelligence Ltd.

Original Message:
Sent: 09-25-2024 14:48
From: Neo Molao
Subject: Inbound Message Flow

Good day

I am currently not sure how to set up an inbound message flow or what it should look like. I currently do not have one set up how ever would like to find out if it is possible to insert a link somewhere on the flow to have a client redirected to  a survey at the end of a chat.

#DigitalChannels

------------------------------
Neo Molao
Smoke Customer Intelligence Ltd.
------------------------------

Hi Anton

Do you perhaps have an example of what an open messaging flow would look like, maybe an image?

Basically looking at messaging on Genesys and  sending a url to survey (third-party survey) that is. I have tried searching for how to setup messaging flow however I can only find basic setup that say architect then create flow, no images or videos on how to set it up like inbound call flows. Meaning I can not provide you with what I have for you to assist where it could be incorrectly setup. Just like to find out if it is possible so we can integrate Genesys with a third-party application that offers surveys.

Do you have an example or link on how to do this "Open Messaging you can use the API to send a message" via API?

So can I send or trigger a survey lets say at the end of thread timeline?

Would we be able to configure the flow in a way that the survey link is embedded into a flow to trigger the survey at the end of a thread time line?

------------------------------
Neo Molao
Smoke Customer Intelligence Ltd.

Original Message:
Sent: 09-25-2024 14:48
From: Neo Molao
Subject: Inbound Message Flow

Good day

I am currently not sure how to set up an inbound message flow or what it should look like. I currently do not have one set up how ever would like to find out if it is possible to insert a link somewhere on the flow to have a client redirected to  a survey at the end of a chat.

#DigitalChannels

------------------------------
Neo Molao
Smoke Customer Intelligence Ltd.
------------------------------

Hi @Neo Molao sorry I've been off work for the last week and a bit.

I do not have a nice image or example for you unfortunately. 

With the inbound flow you can send a message then and there but to do it at the end of, or approaching the end of the timeline is a little trickier, a lot tricker if using web messaging instead of open messaging since you can't sent outbound messages if there isn't an inbound one to reply to. I know some people get staff to instead transfer to a dummy queue instead of ending to allow something like this, but that is a really messy workaround. Or some people use another channel like SMS or Email to send the link.

With Open Messaging you control the messaging through your own middleware so you have a lot more control, making this something you could control server side instead. Open Messaging lets you send an outbound message without the need for that inbound message like Web does.

Below is some links that will help get you started on those concepts, but may need some adaption for your specific use case.

Triggers:

https://developer.genesys.cloud/platform/process-automation/

https://developer.genesys.cloud/notificationsalerts/notifications/available-topics

Blueprints:

https://developer.genesys.cloud/blueprints/send-message-transcript-by-email/

https://github.com/GenesysCloudBlueprints/survey-sms-delivery-blueprint

Open Messaging:

https://developer.genesys.cloud/commdigital/digital/openmessaging/

post /api/v2/conversations/messages/agentless - Send agentless message to customer.

https://www.youtube.com/watch?v=kaJbrSzT0Zk - Web Messaging vs Open messaging DevCast video - a little dated now, but still a great foundation.

Hi Anton

Do you perhaps have an example of what an open messaging flow would look like, maybe an image?

Basically looking at messaging on Genesys and  sending a url to survey (third-party survey) that is. I have tried searching for how to setup messaging flow however I can only find basic setup that say architect then create flow, no images or videos on how to set it up like inbound call flows. Meaning I can not provide you with what I have for you to assist where it could be incorrectly setup. Just like to find out if it is possible so we can integrate Genesys with a third-party application that offers surveys.

Do you have an example or link on how to do this "Open Messaging you can use the API to send a message" via API?

So can I send or trigger a survey lets say at the end of thread timeline?

Would we be able to configure the flow in a way that the survey link is embedded into a flow to trigger the survey at the end of a thread time line?

------------------------------
Neo Molao
Smoke Customer Intelligence Ltd.

Original Message:
Sent: 09-25-2024 14:48
From: Neo Molao
Subject: Inbound Message Flow

Good day

I am currently not sure how to set up an inbound message flow or what it should look like. I currently do not have one set up how ever would like to find out if it is possible to insert a link somewhere on the flow to have a client redirected to  a survey at the end of a chat.

#DigitalChannels

------------------------------
Neo Molao
Smoke Customer Intelligence Ltd.
------------------------------