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  • 1.  Transferring a web message (chat ) from inbound message flow to other messaging platform (like MS teams , zoom )

    Posted 02-14-2024 05:02
    No replies, thread closed.

    Hi Community ,

    Is it possible to transfer an incoming web message / chat on an inbound message flow to external chat providers (like MS Teams or Zoom)?

    E.g. : Customer messages -> it comes to genesys cloud inbound message flow -> after some logical checks and due to some functional requirements , this chat needs  to be transferred to external chat provider (e.g. MS Teams user or a zoom user . These users are not setup in Genesys cloud and do not consume a GC  license).

    Any integration or app foundry available for this ?

    Regards

    Garima.


    #Implementation
    #Integrations
    #Unsure/Other

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    Regards
    Garima.
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  • 2.  RE: Transferring a web message (chat ) from inbound message flow to other messaging platform (like MS teams , zoom )

    Posted 02-14-2024 08:54
    No replies, thread closed.

    Hi Garima - that is not possible, but definitely an interesting use-case to advertise: please raise an Idea in our Ideas Portal for future consideration. Thanks!



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    Angelo Cicchitto
    Genesys - Employees
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  • 3.  RE: Transferring a web message (chat ) from inbound message flow to other messaging platform (like MS teams , zoom )
    Best Answer

    Posted 02-15-2024 10:29
    No replies, thread closed.

    Garima,

    If you are willing to develop some code, you could conceivably use our Bot Connector (https://developer.genesys.cloud/commdigital/textbots/botconnector-customer-api-spec) to bridge from an inbound messaging flow to a 3rd party chat system like MS Teams or Zoom.  The Bot Connector has some rules in place about how long the Bot/Human can take to respond, but you might be able to work around those limitations.  The Bot Connector is designed to integrate to an AI system, but the AI could be a living, breathing human.

    You might also be able to use a Bot Flow (or even the inbound message flow itself) with Data Actions to build a bridge to those systems as well.  You would just have to loop in the flow calling the Data Action so send any messages to the 3rd party system and to pickup any replies that they have replied with.

    Good luck,



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    Jim Crespino
    Senior Director, Developer Evangelism
    Genesys
    https://developer.genesys.com
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