agilio | 2022-07-20 16:00:57 UTC | #1
What API is being used when manually switching channels through the client interface? https://help.mypurecloud.com/articles/switch-channels-for-an-interaction/ I would like to mimic this behavior through code so we can keep the conversation details together?
Thanks
AG
Jerome.Saint-Marc | 2022-07-20 16:08:37 UTC | #2
Hello,
There is no new/specific API for this. It is just a UI thing. I mean that when you receive an incoming conversation (email, chat, voice) and you have identified the customer External Contact (if saved/defined in Genesys Cloud), the Genesys Desktop extracts the external contact information. And if it has an email address, phone numbers, ... set, the UI just allow you to create a conversation to the user (initiating a phone conversation to the selected number, initiating an email to the selected address, ...).
Regards,
agilio | 2022-07-20 16:11:17 UTC | #3
So those conversations will be totally separate conversations with the only "foreign Key" being the Contact to tie them together?
Jerome.Saint-Marc | 2022-07-20 16:24:28 UTC | #4
Yes. As far as I understand. There is no multi-media channel grouping of conversations. I mean the Conversations and Conversation API have not changed their behavior.
Regards,
system | 2022-08-20 16:24:38 UTC | #5
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