Genesys Cloud - Main

Hi All

We are wanting to be able to send email notifications to supervisors in real time when an agent is having a difficult call e.g. when a customer has mentioned suicide. We haven't been able to find a way to do this, does anyone know of a way or does someone already use something similar?

Thanks

Shauna

#API/Integrations

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Shauna Gibson
Motability Operations
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Hi Shauna,

This is possible but it's not a native solution. You can use the AWS Event bridge integration to stream real-time transcriptions from interactions as they are occurring. About the Amazon EventBridge integration - Genesys Cloud Resource Center (mypurecloud.com) 

Then, write a schema to evaluate incoming data and look for specific choice words.(In AWS) After your schema triggers on a word, use something like Lambda or application of your choice to trigger a workflow in Genesys. This involves sending an API call to Genesys as mentioned below.

When you trigger the workflow, the API (/api/v2/flows/executions) allows you to attach a JSON payload, so your payload could be whatever information you want to send to Genesys. Maybe the conversation ID, the agent on the call and the word(s) said, etc. That workflow will then use the Send Notification action to email said content to a desired email address.

Hope this helps!

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Caleb Smith
Interstate Gas Supply, Inc.
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