Genesys Cloud - Developer Community!

 View Only

Sign Up

  • 1.  Is it possible to send a Platform notification to an agent, like it is with an Alert Rule

    Posted 21 days ago

    When I configure an alert for an agent, the notification comes as a browser notification (which is also visible if the browser is iconified), and it also shows up in the agent's inbox.

    The Client SDK allows me to send notifications, but they will not show up in the agent inbox.

    Is there a programmatic way to achieve both - Browser notification and storage of the message in the inbox?

    A related question is - is it possible to send such notifications also from a server application, which uses client-ID/client-Secret authentification?

    Thanks in advance,

    Wolfgang Liebich


    #Integrations

    ------------------------------
    Wolfgang Liebich
    ------------------------------


  • 2.  RE: Is it possible to send a Platform notification to an agent, like it is with an Alert Rule

    Posted 21 days ago
    Edited by Breno Canyggia Ferreira Marreco 21 days ago

    Interesting thread. Following...



    ------------------------------
    Att,
    Breno Canyggia Ferreira Marreco
    ------------------------------



  • 3.  RE: Is it possible to send a Platform notification to an agent, like it is with an Alert Rule

    Posted 12 days ago

    Hi Wolfgang,

    Based on my understanding of Genesys Cloud, the notifications generated by Alert Rules are a special platform capability and are not exposed through a public API that allows third‑party applications to create the same type of inbox entry that appears in the Agent Inbox. The Client SDK and Notifications APIs are primarily designed for subscribing to events and real‑time updates, not for creating native Genesys Cloud alert/inbox messages.

    In other words:

    • ✅ You can use platform notifications/WebSocket subscriptions to deliver real‑time events to your own application.
    • ✅ You can create and manage Alert Rules through the Alerting API.
    • ❌ There does not appear to be a public API that creates the same native browser notification + Agent Inbox item that Alert Rules generate. ding server-side integrations using client credentials (client ID / client secret), those are supported for many Genesys Cloud APIs, including administrative and alert-related functions, but I am not aware of any endpoint that would allow a backend service to inject messages directly into the Agent Inbox in the same way the platform does. 

    If your use case requires user-facing notifications, one alternative is to build a custom client application or integration that subscribes to your own notification channel and displays browser notifications independently of the Genesys Cloud inbox.



    ------------------------------
    Cesar Padilla
    INDRA COLOMBIA
    ------------------------------



Related Content