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Jim Crespino

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RE: SMS Opt Out Handling

Posted By Jim Crespino 02-03-2026 11:00
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Abdullah, As Sam mentioned, the Opt Out keywords should hit an inbound message flow so that you can handle those. There are a few ways that I can think of to track the opt-out in Genesys Cloud. The first is to treat them as a Do Not Call request and use the Do Not Call functionality (APIs) within ...

RE: Need Advice: Capturing Third‑Party API Payloads in Genesys Cloud

Posted By Jim Crespino 02-03-2026 10:54
Found In Egroup: Genesys Cloud - Main \ view thread
I don't believe you'll be able to see the actual API request/response payloads in Genesys Cloud. The best you'll be able to do is to view the Audit dashboard to recognize when and which prompt was updated by the 3rd party system. You can also monitor the frequency and count of the API requests being ...

RE: Looking for away to identify all users with CX3 license

Posted By Jim Crespino 12-17-2025 10:33
Found In Egroup: Genesys Cloud - Main \ view thread
From the API Explorer in the Genesys Cloud Developer Center, you can execute this API: https://developer.genesys.cloud/devapps/api-explorer#get-api-v2-license-users. It will return you a list of User IDs and their license level. Like this: ( "entities": [ ( "id": "83cdb643-430e-4c92-89da-f8b474ecef36", ...

RE: Is it possible to call data actions after transferring the call to the agent (via Transfer to ACD/user) in digital bot flow?

Posted By Jim Crespino 12-12-2025 10:05
Found In Egroup: Genesys Cloud - Main \ view thread
Another option is to make the Data Action request within the Agent Script. You can setup an action run on page load, so that when the script loads, the data actions gets called, and any returned data can be displayed to the agent. ------------------------------ Jim Crespino Senior Director, Developer ...

RE: Prevent distribution in an in-queue flow

Posted By Jim Crespino 11-18-2025 10:27
Found In Egroup: Genesys Cloud - Main \ view thread
Hi @Catherine DUPIRE, I'm curious what the bot is used for within the in-queue flow? Is it allowing the caller to perform some self-service operations while they are waiting? ------------------------------ Jim Crespino Senior Director, Developer Evangelism Genesys https://developer.genesys.com ...

RE: Raise an Alarm if Call is Queued in a Queue with No Agents

Posted By Jim Crespino 11-11-2025 10:48
Found In Egroup: Genesys Cloud - Main \ view thread
If you could change the in-queue callflow, then I'd say to use a data action to call /api/v2/routing/queues/(queueId)/users?queueId=(queueId)&pageSize=50&pageNumber=1&joined=true&sortBy=name&sortOrder=asc&expand=authorization,skills,languages,routingStatus,primaryPresence,conversationSummary,outOfOf ...

RE: API to Create an "In-App" toaster alert like email or SMS can do?

Posted By Jim Crespino 10-21-2025 17:42
Found In Egroup: Genesys Cloud - Main \ view thread
You just need the "Web Services Data Action" integration installed so that you can create an action under it. As this is a Webhook, there is no authentication needed, so you can skip that when you setup the Web Service Data Action integration. ------------------------------ Jim Crespino Senior ...

RE: API to Create an "In-App" toaster alert like email or SMS can do?

Posted By Jim Crespino 10-21-2025 16:23
Found In Egroup: Genesys Cloud - Main \ view thread
The first block in my Workflow screenshot defines the Teams inbound webhook. You'll need to create a Data Action in Genesys Cloud that makes a POST request to the URL. In the body of the Data Action you need to send a JSON payload. I used one that I pulled from an internet search that looks like this: ...

RE: API to Create an "In-App" toaster alert like email or SMS can do?

Posted By Jim Crespino 10-21-2025 11:10
Found In Egroup: Genesys Cloud - Main \ view thread
Hi @Greg Magsamen, If you don't use Genesys UCC, and instead maybe use Microsoft Teams, then it is super easy to send a message to a specific Teams users. In fact, I just setup a similar use case to that yesterday. In Teams you go into Workflows and setup a Webhook integration and in the workflow ...

RE: API to Create an "In-App" toaster alert like email or SMS can do?

Posted By Jim Crespino 10-21-2025 09:46
Found In Egroup: Genesys Cloud - Main \ view thread
Hi @Greg Magsamen, Instead of a proper toast, what if you sent a Genesys Cloud UCC chat message and '@' mention a specific user in the message (https://developer.genesys.cloud/devapps/api-explorer#post-api-v2-chats-rooms--roomJid--messages)? This should cause a UCC toast notification of the new ...

RE: New Trigger Logic Based on Participant Data

Posted By Jim Crespino 10-08-2025 10:43
Found In Egroup: Genesys Cloud - Main \ view thread
It sounds like you are hoping to filter on a participant attribute to reduce the number of workflow invocations. Unfortunately participant attributes are not available on the conversation details events. The only thing that you can do it always execute the workflow, and the first block in the workflow ...

RE: Fax to groups/queues

Posted By Jim Crespino 08-17-2025 16:10
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Salman, If you are using a 3rd party fax platform, then most of those have a fax-to-email and email-to-fax capability which can be used to distribute those faxes as standard ACD Email interactions to agent to handle. Alternatively, if the 3rd party fax platform saves the faxes as a location ...

RE: Add a phone number to favorites in Genesys Cloud

Posted By Jim Crespino 07-18-2025 10:01
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Marko, I think the Interaction Widget approach that I proposed or the Agent Script approach would work. Which approach you take probably depends on what the agent experience should be. Also, if you don't have any developers then the Agent Script approach is a better, low-code approach. As ...

RE: Genesys Cloud CX | AI Integrations

Posted By Jim Crespino 06-18-2025 16:59
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Matthew, I'd recommend that you get with your Genesys Account team and ask for a demo of all the AI platform features that are already provided by Genesys Cloud. That feature set is growing every week and I think you'll be amazed at what you can do if you take advantage of it. And there are definitely ...

RE: Genesys Cloud CX | AI Integrations

Posted By Jim Crespino 06-17-2025 11:22
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Matthew, Out of curiosity, what is it that Genesys AI features don't do for voice and email interactions that is causing you to look externally? ------------------------------ Jim Crespino Senior Director, Developer Evangelism Genesys https://developer.genesys.com ----------------- ...

RE: Create Email Conversation through API

Posted By Jim Crespino 06-06-2025 10:45
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Chris, Yes, the Agentless Email API is available. You can review those docs here: https://developer.genesys.cloud/devapps/api-explorer#post-api-v2-conversations-emails-agentless. However, it does not allow for attachments. To get around that you might upload the attachment into the Gensys Cloud ...

RE: Abandoned reroute calls causing Salesforce VCR stuck in New status

Posted By Jim Crespino 04-30-2025 08:46
Found In Egroup: Genesys Cloud - Main \ view thread
If you look on this page in the Resource Center (https://help.mypurecloud.com/articles/about-genesys-cloud-for-salesforce/) and scroll down to the "Advanced Setup (Extensibility)" section, you'll see a few ways that you can tap into the Salesforce integration to perform your own custom actions within ...

RE: What integrations exist for Knowledge sources?

Posted By Jim Crespino 04-16-2025 09:18
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Paul, As Anton states, Genesys has a blueprint that shows you how you can build your own connector to import and sync knowledge into Genesys Cloud to be used to power the Genesys AI features. If you need some help to build that connector then please reach out to your Genesys account team and ...

RE: Stopping the SF_URLPop URL pop when connecting Agents to interactions via Genesys API

Posted By Jim Crespino 04-10-2025 09:36
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Angus, Based on the fact that you mention the 'SF_URLPop' participant attribute, I think you might be using our older Salesforce CTI integration. If the Genesys Cloud UI that your agents use looks like this then my comments below will apply: The Genesys Cloud Resource Center documentation ...

RE: Integration Genesys Cloud with Azure Speech Services using the Genesys Voice Connector

Posted By Jim Crespino 04-09-2025 10:37
Found In Egroup: Genesys Cloud - Main \ view thread
I don't know how much it will help but from this Audiohook docs page in the Resource Center (https://help.mypurecloud.com/articles/configure-and-activate-audiohook-monitor-in-genesys-cloud/) there is a link to a sample test app: https://github.com/purecloudlabs/audiohook-reference-implementation. The ...