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Question about integration with an external Chatbot platform

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  • 1.  Question about integration with an external Chatbot platform

    Posted 07-14-2021 05:46
    No replies, thread closed.
    One of our customers are working with an integration with an external Chatbot platform that hands over the chat sessions to Genesys Cloud for live agent interactions.

    They have a series of questions that we can not answer ourselves. Here are the questions:

    We want to clarify the differences within the following pears of events:

    message event with bodyType:'member-join'

    versus

    member-change event with "state":"CONNECTED"

    and

    message event with bodyType:'member-leave'

    versus

    member-change event with "state":"DISCONNECTED"

    (1) Is it true that a message event with bodyType 'member-join' or 'member-leave' means the participant (a user, an agent or a bot) identified via eventBody.sender.id has joined respectively left the chat identified via eventBody.conversation.id?

    (2) Is it true that a member-change event with "state" "CONNECTED" or "DISCONNECTED" means the participant (a user, an agent) identified via eventBody.member.id has his/her communicating socket connected respectively disconnected from the chat backend?

    (3) Is it true that if a chat participant closes his/her browser in the middle of a ongoing chat, a member-change event with "state":"DISCONNECTED" will be triggered for his/her chat counterparts, but not necessarily a message event with bodyType:'member-leave'?

    (4) What does a member-change event with "state":"ALERTING" mean?

    #DigitalChannels

    ------------------------------
    Regards
    Rune Schau
    Atea AS
    ------------------------------


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