Genesys Cloud CX

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  • 1.  Thirdparty Outbound Messaging

    Posted 3 days ago
    Hi,

    Has anyone tried outbound messaging from a thirdparty messaging app integration?
    We have integrated Line messaging app and using webhook we are able to recieve messages in Genesys. Is there a way we can resume interaction for which agent has provided wrap up code? or is there any way we can start a new conversation from Genesys console?

    I am aware of starting an Message interaction, but it would be an SMS. I need to start Line message from Genesys console.
    Send an outbound message on behalf of a queue - Genesys Cloud Resource Center (mypurecloud.com) -- Not help.
    #DigitalChannels
    #Integrations
    #Outbound


  • 2.  RE: Thirdparty Outbound Messaging

    GENESYS
    Posted 2 days ago
    Hi Mayur,
    From your description it sounds like you are using Line integration in Genesys Cloud. With that channel there is really only 1 way for the conversation to resume after the Agent has disconnected and wrapped up.

    1. End customer inbounds another message to your Org's integration. Depending on your threading timeline setting (Threading Timeline) This could be seen as a new interaction, or to resume the old one.

      For certain other channels (unfortunately not Line), you could also use the Agentless api to outbound a message to the the customer (Agentless Api) This use case is a little different than an Agent doing it, because it's meant to be called by an application to do it, not an Agent (see the details in the link about the token that endpoint takes). So it's not really meant to resume a conversation from an Agent. Also this is not available for Line messaging today (however is available for Open messaging channel, WhatsApp, as well as SMS)
      Right now there is no other way than above, to start or restart, a conversation from the Agent's prospective over Line messaging channel.



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      Greg Boston
      Genesys - Employees
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