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  • 1.  Inbound Message Flow – Auto Response to Customer

    Posted 02-28-2025 14:38
    No replies, thread closed.

    Hello Community,

    When a customer's message is transferred to the queue while waiting for an agent, there is no notification indicating that an agent has connected. We need to implement a mechanism that automatically sends an "Agent Connected" message to the customer once an agent joins the chat.

    Could you please advise on how to configure this?

    Thank you.


    #API/Integrations
    #ConversationalAI(Bots,AgentAssist,etc.)
    #DigitalChannels

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    Haridass Sarangan
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  • 2.  RE: Inbound Message Flow – Auto Response to Customer
    Best Answer

    Posted 02-28-2025 15:50
    No replies, thread closed.

    Hello Haridass,

    I was looking into this and it appears that we don't currently have that feature available on Genesys Cloud. I found this Idea that is currently marked as Future Consideration in the Product Ideas Lab. I would recommend that you vote on it and leave a comment letting our development team know that you would like to see this feature added to the platform.



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    Jason Kleitz
    Online Community Manager/Moderator
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  • 3.  RE: Inbound Message Flow – Auto Response to Customer

    Posted 03-03-2025 20:06
    No replies, thread closed.

    Hey mate, yeah there is no way to do that currently, I had to build a plugin that does this (and more thankfully) Ping me if you want to know more



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    Lawrence Drayton
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  • 4.  RE: Inbound Message Flow – Auto Response to Customer

    Posted 03-04-2025 06:21
    No replies, thread closed.

    Yeah @lawrence

    Can you please provide me the information on the plugin which will help me on this



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    Haridass Sarangan
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    Original Message


  • 5.  RE: Inbound Message Flow – Auto Response to Customer

    Posted 03-04-2025 06:34
      |   view attached
    No replies, thread closed.

    Have a look at this pack and please reach out if you want a demo - this packs a little outdated as more features have been added since then 



    ------------------------------
    Lawrence Drayton
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    Attachment(s)

    pdf
    802ec045-86f5-4641-abea-01937121fc33_file.pdf   813 KB 1 version
    Original Message


  • 6.  RE: Inbound Message Flow – Auto Response to Customer

    Posted 03-07-2025 12:24
    No replies, thread closed.

    We are trying to send a message automatically using the API:

    /api/v2/conversations/messages/{conversationId}/communications/{communicationId}/messages

    We attempted to trigger this API via a workflow using a Data Action, but it's not working with the Client Credentials OAuth flow. However, the same API works when tested in the Developer Center.

    Is there any alternative authentication method to call this API via Data Action successfully? If so, please provide guidance on how to achieve this.



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    Haridass Sarangan
    ------------------------------

    Original Message


  • 7.  RE: Inbound Message Flow – Auto Response to Customer

    Posted 03-07-2025 17:24
    No replies, thread closed.

    So the reason this won't work when you're trying to do this using client credentials is because that api requires user context - when you use the developer portal, you have user context. 




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    Lawrence Drayton
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    Original Message


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