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Transfering a digital conversation to a third-party bot or chat

  • 1.  Transfering a digital conversation to a third-party bot or chat

    Posted 06-05-2025 18:35

    Oktay_Kemal | 2021-08-21 10:04:53 UTC | #1

    Hi,

    Is there a way to transfer a digital conversation (webchat, WhatsApp, etc.) to a third-party bot or chat?

    A customer requires that a third-party bot or data-entry agent would collect basic info like address, email, current insurance details, etc.

    It should be just like the Blind Transfer of voice interactions: Transfering a conversation to a third party by freeing the agent and still recording the call on Genesys Cloud CX.

    Thanks, Oktay

    Jerome.Saint-Marc | 2021-08-23 13:12:08 UTC | #2

    Hello,

    At this time, transferring a digital/message or chat conversation to a bot (via an Architect flow/script) is not supported.

    Please see this previous post with similar question - you can vote for the idea referenced in the thread.

    Regards,

    Oktay_Kemal | 2021-08-23 13:26:44 UTC | #3

    Thanks Jerome,

    I am aware that it is not possible through the Architect. I was wondering if it's possible to accomplish it through the API or SDK somehow.

    Regards, Oktay

    Jerome.Saint-Marc | 2021-08-23 13:27:36 UTC | #4

    Hello,

    No, it is not possible to achieve this via API either. Currently, you can transfer to a Queue or to a User (via API and via UI).

    Regards,

    Oktay_Kemal | 2021-08-23 13:32:01 UTC | #5

    Thanks for the clarification.

    Regards, Oktay

    Jerome.Saint-Marc | 2021-08-23 13:34:19 UTC | #6

    That's why voting for the idea/feature which is in the other post I referenced can be useful. Product Management evaluates features periodically. Or creating a different genesys cloud specific to your bot scenario.

    Regards,

    markoan | 2021-12-22 20:49:14 UTC | #7

    I cannot find the idea with that link: https://genesyscloud.ideas.aha.io/ideas/CLDIG-I-624 is it still available?

    Jerome.Saint-Marc | 2021-12-23 08:00:35 UTC | #8

    The idea may have been merged into another one or they may have renumbered the ideas. I don't know if the following idea is the one I had referenced before or if it is a different one - but it is the same purpose/request: https://genesyscloud.ideas.aha.io/ideas/INB-I-867

    Regards,

    Angelo_Cicchitto | 2021-12-23 10:17:57 UTC | #9

    As an FYI, we recently Beta released new feature for In-Queue Flows supported with Messaging channels: https://help.mypurecloud.com/articles/work-with-in-queue-flows/ That would make it possible for agents to transfer to a Queue, which then triggers a Flow.

    Thanks, Angelo

    markoan | 2022-01-22 02:35:26 UTC | #10

    Thank you for the update. When can we expect this to be available? We are working on a release that could benefit from being able to transfer messages to a queue. And just o be sure, this is limited to messaging so no support for the chat channel, correct?

    Angelo_Cicchitto | 2022-01-10 09:18:20 UTC | #11

    That's correct: in-queue flows are limited to messaging channels. If you need this sooner, you could get involved as Beta adopter.

    solviostechnology | 2022-02-05 08:08:30 UTC | #12

    Thanks for the update to this query.

    tim.smith | 2022-08-18 13:17:36 UTC | #16

    This post was migrated from the old Developer Forum.

    ref: 11801



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