Hi,
We are migrating our various customer service centers from on-prem Cisco infrastructure to Genesys Cloud. We have a requirement that every time a customer upload a file in a live chat session, we will need to save that file in our Enterprise Content Management System and update our Case Management with the Content ID in the Enterprise Content Management System. We prefer the process to be done in a "push" fashion instead of "pull", so we need an indicator when the file finishes uploading. The indicator can trigger a series of actions, e.g., scans the file for potential malicious code, downloads the file and does the store and update as describe above.
We need the best way to do it is if there's an event in a topic that contains such indicator as the trigger for the process. So far the only event we can find is the events in v2.routing.queues.{queueId}.conversations.messages topic. when a file finishes uploading, we'll see this object in the event in the topic:
"media": [
{
"url": "<the_url_for the file store>",
"mediaType": "text/plain",
"contentLengthBytes": 534,
"name": "<file_name>",
"id": "<media_id_of_the_file>"
}
],
"messageMetadata": {
"type": "Text",
"content": [
{
"contentType": "Attachment",
"subType": "File"
}
]
The problem is, this topic is very chatty because it sends events for cumulative messages in the conversation, meaning an event is published every time one side of the session types in a message, and the event includes all the messages from the beginning of the session till the most recent one. Plus, we will need to subscribe to topics for all the queues. It might not a good option because of these.
Does anybody know of any better event that indicates the file upload is completed so we can use to trigger our process? Any suggestion is welcome. Thank you very much for your help.
Best Regards,
Vincent
#Implementation #livechat #FileAttachments #ChatMessages
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Vincent Cheng
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