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Sending messages from custom client app to Genesys webchat

  • 1.  Sending messages from custom client app to Genesys webchat

    Posted 06-05-2025 18:49

    Hafid_Bourich | 2020-10-15 07:02:28 UTC | #1

    We have embedded a Knowledge management tool as custom client application in Genesy Coud. This application included search feature so the agent can search for information to get answers to the questions of customers in the chat of email. We are looking for a way to push answers from this applications to the reply pane of the GC webchat of email so the agent can edit the response before sending it to the customer?

    Is that possible? If so what API calls would be needed to achieve that. If not, is there another way?

    I found the API (/api/v2/conversations/chats/{conversationId}/communications/{communicationId}/messages) which we can call from the application but this api sends the message directly to the chat conversation.

    John_Carnell | 2020-10-15 15:02:11 UTC | #2

    Hi Hafid,

    I talked with our internal dev teams and there are no direct APIs you can use to accomplish this. One thing that you could look at it is to use our client apps framework to extend our UI and then use some custom Javascript to set the UI element for the chat window directly.

    Also, if you think this would be a feature you would like to see at some point in the product, you are welcome to submit a feature request via our ideas portal. I hope that helps.

    John_Carnell | 2020-10-15 15:47:13 UTC | #3

    Hi Hafid,

    I was talking with one of our product managers and he suggested you look at Shelf (https://appfoundry.mypurecloud.com/filter/genesyscloud/listing/c0f674f9-7df0-42ff-8495-cb894fe1862c). They offer a product and a Genesys Cloud integration that might do what you are looking for.

    Thanks, John

    Hafid_Bourich | 2020-10-15 15:56:25 UTC | #4

    Thank you John! Can you please explain a little further how to use the client apps framework to extend the UI?

    John_Carnell | 2020-10-15 21:12:07 UTC | #5

    Hi Hafid,

    I would look through the documentation and the links to the code samples at that the bottom of the page. That is usually a good place to start.

    Thanks, John

    system | 2020-11-15 21:12:08 UTC | #6

    This topic was automatically closed 31 days after the last reply. New replies are no longer allowed.

    This post was migrated from the old Developer Forum.

    ref: 9081



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