Genesys DX (formerly Bold360)

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  • 1.  Channeling chats to third-party agent workspaces

    Posted 03-17-2022 12:10

    Hi community, 

    My company serves customers through a multiple channels, including phone, mail and chat. Currently, the majority of our interaction happens through phone and mail, but we want to increase the adoption of chat going forward. A precondition for providing best-practice support via chat is that agents are available and signed in during business hours. As phone calls and e-mails happen through a third-party contact center, we have received several requests related to having the chat also channeled through this contact center. We would still like to use the Genesys DX chat windows and conversational bots developed for our company. The request is simply whether it is possible with the current set of APIs to channel conversations to a third party contact center.

    Any insights or experiences related to this?

    Thanks in advance.

    Kr/Jacob



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    Jacob Hamory
    Grundfos Holding A/S
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  • 2.  RE: Channeling chats to third-party agent workspaces
    Best Answer

    GENESYS
    Posted 03-23-2022 12:08
    Hey Jacob,

    Apologies for the belated reply.

    Talking with our team, I don't believe this would require APIs. We have a client that is channeling to an agent account that is run by a third party without the use of APIs. That said, if it's to a chat provider that we don't offer (so not digital DX agent) then there are APIs for a custom chat provider: https://my.nanorep.com/web/doc/v1.html?section=custom-chat

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    Anthony Romero
    Genesys - Employees
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  • 3.  RE: Channeling chats to third-party agent workspaces

    Posted 03-24-2022 03:32

    Hi Anthony,

    Thank you so much for your answers. Yes, in this case we are talking about channeling chats to another chat provider not ran by Genesys. 

    Thank you for confirming that this can be done by APIs. Are there any constraints that may limit us from having a perfect integration with the third party provider? And do you have some guides for how it can be setup apart from the link you sent?

    Kr/Jacob



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    Jacob Hamory
    Grundfos Holding A/S
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  • 4.  RE: Channeling chats to third-party agent workspaces

    GENESYS
    Posted 03-25-2022 16:26
    Hi Jacob,

    A perfect integration will depend on the implementation for that third party provider and the criteria for what would make it "perfect". If that criteria includes additional events other than the ones listed in the documentation that might be a limitation for the implementation.

    As for guides, sadly we don't have documentation beyond the API documentation for entirely custom integrations.

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    Anthony Romero
    Genesys - Employees
    ------------------------------



  • 5.  RE: Channeling chats to third-party agent workspaces

    Posted 03-28-2022 03:41

    Hi Anthony,

    Thank you so much for your assistance on this case! We will assess the documentation and test whether it is possible in our case.

    Kr/Jacob



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    Jacob Hamory
    Grundfos Holding A/S
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