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  • 1.  Anybody using external routing package for messaging with the Genesys SF integration also using Bot Flows?

    Posted 08-27-2022 17:53
    No replies, thread closed.
    Just wondering if there are any gotchas with having a Bot Flow run iniitally before the handoff to the queue=>agent=>SF Omnichannel?  Have people stuck with having the bot in this scenario be an Einstein driven one?
    #ConversationalAI(Bots,AgentAssist,etc.)
    #Integrations
    #Omni-ChannelDesktop/UserInterface

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    Vaun Mccarthy
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  • 2.  RE: Anybody using external routing package for messaging with the Genesys SF integration also using Bot Flows?

    Posted 08-28-2022 22:06
    No replies, thread closed.
    Yes, many.

    1.  I doubt Einstein chat bot can create API call into guest messaging API.
    2.  Authenticated Messaging is probably impossible or highly unlikely.
    3.  Context from bot (transcript) requires a JSON array, so most likely not probable.
    4. Einstein could not use GCx Knowledge Workbench or enterprise KMS like Shelf.io
    5.  Passing skills and routing and user information would be through a single attribute.

    If it were me, I would go with a Boy Connector to Einstein.  Check out the Blueprint for Watson and do as the Chinese R&D do - replicate and duplicate.  


    ------------------------------
    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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    Original Message


  • 3.  RE: Anybody using external routing package for messaging with the Genesys SF integration also using Bot Flows?

    Posted 08-29-2022 01:53
    No replies, thread closed.
    Thanks Robert.  I've taken a quick look.  Could you please point me to the Watson Blueprint you mention here?

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    Vaun Mccarthy
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    Original Message


  • 4.  RE: Anybody using external routing package for messaging with the Genesys SF integration also using Bot Flows?

    Posted 08-29-2022 21:51
    No replies, thread closed.
    Sorry, that Watson one was a Genesys internal thing.  Ask your Genesys contact for information about that one.  

    Here is one for Microsoft Power Virtual Agent:  https://appfoundry.genesys.com/filter/genesyscloud/listing/516cd5d1-55c7-4ab1-b68a-0455b3230e80


    ------------------------------
    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


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