Genesys Cloud - Main

Hi Matsumoto,

API-related questions should be asked on the Developer Forum: https://developer.genesys.cloud/forum/

However, the Collaborate Chat API cannot be used within Data Actions because it requires user context, and Data Actions use OAuth client credentials. Here's a link to a discussion thread that explains this limitation: https://developer.genesys.cloud/forum/t/collaborate-chat-api-using-data-action/27553/8

Alternative options:

1. Send an email message using Agentless API  https://help.mypurecloud.com/articles/agentless-email-notifications/

2. Send an email by using  custom SMTP integration https://help.mypurecloud.com/articles/use-the-custom-smtp-server-integration-to-send-outbound-emails/

3. Send an email message using the Send Notification action inside Workflows.

If you decide to use Send Notification, you would need to do it in two steps:

• Step 1: Create a Workflow that uses the Send Notification action to send email to a user. 
• Step 2: Create a data action that calls your Workflow

4. Send message to a group using Generic Chat notifications via Webhook: https://help.mypurecloud.com/articles/set-up-an-integration-using-the-generic-webhook

This method has some limitations:

1. Can only send message to chat group, but not to an individual user
2. Not supported in ORGs with SSO-only authentication

5. If you really need to send a message (not an email), you can wrap the "POST /api/v2/chats/users/{userId}/messages" request inside an AWS Lambda function authenticated with the user's account.

6. You can also try using new Genesys Cloud Functions (currently in BETA) - these are basically the same as AWS Lambda functions but hosted on the AWS Genesys account: https://community.genesys.com/communities/genesys-cloud-beta-hq/beta-board

I hope this helps!

------------------------------
Maxim Tsvetov
Principal PS Consultant
Genesys
------------------------------

Hi Matsumoto,

API-related questions should be asked on the Developer Forum: https://developer.genesys.cloud/forum/

However, the Collaborate Chat API cannot be used within Data Actions because it requires user context, and Data Actions use OAuth client credentials. Here's a link to a discussion thread that explains this limitation: https://developer.genesys.cloud/forum/t/collaborate-chat-api-using-data-action/27553/8

Alternative options:

1. Send an email message using Agentless API  https://help.mypurecloud.com/articles/agentless-email-notifications/

2. Send an email by using  custom SMTP integration https://help.mypurecloud.com/articles/use-the-custom-smtp-server-integration-to-send-outbound-emails/

3. Send an email message using the Send Notification action inside Workflows.

If you decide to use Send Notification, you would need to do it in two steps:

• Step 1: Create a Workflow that uses the Send Notification action to send email to a user. 
• Step 2: Create a data action that calls your Workflow

4. Send message to a group using Generic Chat notifications via Webhook: https://help.mypurecloud.com/articles/set-up-an-integration-using-the-generic-webhook

This method has some limitations:

1. Can only send message to chat group, but not to an individual user
2. Not supported in ORGs with SSO-only authentication

5. If you really need to send a message (not an email), you can wrap the "POST /api/v2/chats/users/{userId}/messages" request inside an AWS Lambda function authenticated with the user's account.

6. You can also try using new Genesys Cloud Functions (currently in BETA) - these are basically the same as AWS Lambda functions but hosted on the AWS Genesys account: https://community.genesys.com/communities/genesys-cloud-beta-hq/beta-board

I hope this helps!

------------------------------
Maxim Tsvetov
Principal PS Consultant
Genesys

Yes, you can use Collaborate Chat API directly inside your custom code

https://developer.genesys.cloud/commdigital/collabchat/chat-apis

Hi Matsumoto,

API-related questions should be asked on the Developer Forum: https://developer.genesys.cloud/forum/

However, the Collaborate Chat API cannot be used within Data Actions because it requires user context, and Data Actions use OAuth client credentials. Here's a link to a discussion thread that explains this limitation: https://developer.genesys.cloud/forum/t/collaborate-chat-api-using-data-action/27553/8

Alternative options:

1. Send an email message using Agentless API  https://help.mypurecloud.com/articles/agentless-email-notifications/

2. Send an email by using  custom SMTP integration https://help.mypurecloud.com/articles/use-the-custom-smtp-server-integration-to-send-outbound-emails/

3. Send an email message using the Send Notification action inside Workflows.

If you decide to use Send Notification, you would need to do it in two steps:

• Step 1: Create a Workflow that uses the Send Notification action to send email to a user. 
• Step 2: Create a data action that calls your Workflow

4. Send message to a group using Generic Chat notifications via Webhook: https://help.mypurecloud.com/articles/set-up-an-integration-using-the-generic-webhook

This method has some limitations:

1. Can only send message to chat group, but not to an individual user
2. Not supported in ORGs with SSO-only authentication

5. If you really need to send a message (not an email), you can wrap the "POST /api/v2/chats/users/{userId}/messages" request inside an AWS Lambda function authenticated with the user's account.

6. You can also try using new Genesys Cloud Functions (currently in BETA) - these are basically the same as AWS Lambda functions but hosted on the AWS Genesys account: https://community.genesys.com/communities/genesys-cloud-beta-hq/beta-board

I hope this helps!

------------------------------
Maxim Tsvetov
Principal PS Consultant
Genesys

Yes, you can use Collaborate Chat API directly inside your custom code

https://developer.genesys.cloud/commdigital/collabchat/chat-apis

Hi Matsumoto,

API-related questions should be asked on the Developer Forum: https://developer.genesys.cloud/forum/

However, the Collaborate Chat API cannot be used within Data Actions because it requires user context, and Data Actions use OAuth client credentials. Here's a link to a discussion thread that explains this limitation: https://developer.genesys.cloud/forum/t/collaborate-chat-api-using-data-action/27553/8

Alternative options:

1. Send an email message using Agentless API  https://help.mypurecloud.com/articles/agentless-email-notifications/

2. Send an email by using  custom SMTP integration https://help.mypurecloud.com/articles/use-the-custom-smtp-server-integration-to-send-outbound-emails/

3. Send an email message using the Send Notification action inside Workflows.

If you decide to use Send Notification, you would need to do it in two steps:

• Step 1: Create a Workflow that uses the Send Notification action to send email to a user. 
• Step 2: Create a data action that calls your Workflow

4. Send message to a group using Generic Chat notifications via Webhook: https://help.mypurecloud.com/articles/set-up-an-integration-using-the-generic-webhook

This method has some limitations:

1. Can only send message to chat group, but not to an individual user
2. Not supported in ORGs with SSO-only authentication

5. If you really need to send a message (not an email), you can wrap the "POST /api/v2/chats/users/{userId}/messages" request inside an AWS Lambda function authenticated with the user's account.

6. You can also try using new Genesys Cloud Functions (currently in BETA) - these are basically the same as AWS Lambda functions but hosted on the AWS Genesys account: https://community.genesys.com/communities/genesys-cloud-beta-hq/beta-board

I hope this helps!

------------------------------
Maxim Tsvetov
Principal PS Consultant
Genesys