Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  off-hours chats

    Posted 04-30-2020 09:57
    Edited by Benjamin Cale 04-30-2020 09:57
    No replies, thread closed.
    Hi all. Anyone know offhand how to make any web chats received when our schedule is off-hours (closed) route to an email channel instead? I tried to set up the flow to check a schedule, then route accordingly, but it doesn't seem to work off-hours.
    #ArchitectureandDesign

    ------------------------------
    Benjamin Cale
    APICS, Inc. dba ASCM
    ------------------------------


  • 2.  RE: off-hours chats

    Posted 04-30-2020 10:10
    No replies, thread closed.
    I believe the Send Email function requires user context, so you would not be able to initiate the email out to the customer to initiate that channel.  Maybe just send them a link of mailto:support@apics.com and have them click on that to initiate the email from their side.

    ------------------------------
    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


  • 3.  RE: off-hours chats

    Posted 04-30-2020 10:31
    No replies, thread closed.
    Ah, so there's no way to route the body of their chat into an inbound email channel?

    If so, I think your suggestion will work too - thanks for the insight! We just deployed and I'm still trying to get my head around this platform.

    ------------------------------
    Benjamin Cale
    APICS, Inc. dba ASCM
    ------------------------------

    Original Message


  • 4.  RE: off-hours chats

    Posted 04-30-2020 10:31
    No replies, thread closed.
    Hi Benjamin,

    You could make an API call via a custom action or lambda function to create and send an email. We generally use AWS SES for this, but there are several options. After the email is created, send back a message to the chat and disconnect.

    The other thing we've done in the past, is use a wrapper around chat with basic json or js object configured schedules. After hours we would show a callback form instead of starting a chat and post that to AWS API gateway and a Lambda function that calls the PureCloud API and creates a callback. You could just as easily create an email. With the wrapper, the chat or callback form opens with the same theme and provides a consistent experience. Also, since we never start a chat, it never shows up in Genesys Cloud as a chat.

    You could take that one step further and check and compare schedules via an API call if you didn't want to have to hard code them in js.


    Thanks,
    Daniel McLeod

    ------------------------------
    Daniel McLeod
    Qsect LLC
    ------------------------------

    Original Message


  • 5.  RE: off-hours chats

    Posted 05-04-2020 18:27
    No replies, thread closed.
    Exactly...program the web page to decide whether or not it should show the Chat link (maybe cut it off 10 minutes before scheduled close or whatever to keep chats out of the queue). Only show what should be available.

    Use the built-in Web Chat Schedules API functionality:

    https://developer.mypurecloud.com/api/webchat/schedules.html

    ------------------------------
    George Ganahl GCP (Genesys Cloud), ICCE
    Principal Technology Consultant
    Genesys
    ------------------------------

    Original Message


Related Content