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  • 1.  Route to Dialogflow after finishing an inbound chat

    Posted 07-03-2020 11:29
    No replies, thread closed.
    It is straight forward to implement a chat flow started with Dialogflow, then route to human agent in the middle.

    However about routing back to another Dialogflow agent after agent finished chatting with the client?
    #DigitalChannels

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    Wong Ricky
    Individual Only Contact Account
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  • 2.  RE: Route to Dialogflow after finishing an inbound chat

    Posted 07-07-2020 00:17
    No replies, thread closed.
    Others can correct me if I am wrong there, but I think we can only transfer from an agent to another agent or other queue, not to a chat flow.  

    The only way I could see this working is to have DialogFlow be the front-end chat and then pass off to Genesys on escalation and watch for the agent to drop the conversation.  When that happens, run a webhook to pass the customer off to the other DialogFlow agent.  I don't know of another way of doing this in Genesys Cloud.

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