Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  PureCloud Chatbot-WhatsApp Integration

    Posted 01-07-2020 17:41
    No replies, thread closed.

    Good morning Forum:

    I appreciate your help with these questions:

    1. We are interested in develop a software architecture that enable us to receive any type of customer whatsapp message (text, voice notes, stickers, emojis, images and files) in a current conversation with a PureCloud Agent of the Contact Center, using the WhatsApp API or an other provider in LATAM like Wavy, and then to send the message received to the current agent. Is this possible to get done with all the types of message?
    2. We tought use the Guest Chat API as the Software component that enable us to stablish a session between an external system and PureCloud in order to do so. Is this approach right or we have to use other API?

    Thank you.


    #Integrations

    ------------------------------
    William Martín Chávez González
    Systems Engineer
    Global Networks Solutions S.A.S.
    ------------------------------


  • 2.  RE: PureCloud Chatbot-WhatsApp Integration

    Posted 01-09-2020 13:30
    No replies, thread closed.
    Not sure if this is helpful but WhatsApp is already in PureCloud (https://help.mypurecloud.com/articles/set-up-acd-messaging-for-whatsapp/).  If you are interested in hooking into this, the API allows for that with a webhook.  

    The Guest Chat API and the 3rd-party chat API both allow for passing off digital messaging apps to PureCloud.  Not familiar with Wavy, but from the looks of this https://wavy.global/en/produtos/messaging-api/, they might support it.  

    Really, you need to look at the Genesys Widget architecture to really integrate the two.  https://developer.mypurecloud.com/api/webchat/widget-version2.html

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



  • 3.  RE: PureCloud Chatbot-WhatsApp Integration

    Posted 01-13-2020 09:49
    No replies, thread closed.
    Thank you Mr. Wakefield-Carl.
    I really appreciate your suggestions and references.

    ------------------------------
    William Martín Chávez González
    Systems Engineer
    Global Networks Solutions S.A.S.
    ------------------------------

    Original Message


  • 4.  RE: PureCloud Chatbot-WhatsApp Integration

    Posted 01-13-2020 09:00
    No replies, thread closed.
    William,

    1) We are interested in develop a software architecture that enable us to receive any type of customer whatsapp message
    Puedes activar Whatsapp en Purecloud directamente, sin intermediarios. Los mensajes se manejan mediante una estrategia en Architect. Por ahora, este canal no permite manejar voz.

    You can activate Whatsapp in Purecloud directly, without intermediaries. Messages are handled through a strategy in Architect. For now, this channel does not allow voice handling.
    (https://help.mypurecloud.com/articles/set-up-acd-messaging-for-whatsapp/)

    2) Establish a (chat) session between an external system and PureCloud
    Puedes usar el API de Chat. Busca información mas detallada en la documentación de purecloud y en el sitio de desarrolladores, el API funciona muy bien!

    You can use the Chat API. Look for more detailed information in the purecloud documentation and on the developer site, the API works great!
    (https://developer.mypurecloud.com/api/rest/postman/)



    ------------------------------
    Rodrigo Hernandez
    ------------------------------



  • 5.  RE: PureCloud Chatbot-WhatsApp Integration

    Posted 01-13-2020 09:52
    No replies, thread closed.
    Thank you Mr. Hernández.
    I will check your references too, I really appreciate your help.

    ------------------------------
    William Martín Chávez González
    Systems Engineer
    Global Networks Solutions S.A.S.
    ------------------------------

    Original Message


Related Content