Genesys Cloud - Main

Hello,

I am wondering if there is a Genesys API to create a 'toaster' via a Data Action call from an Architect Workflow to create an 'in-app' alert/toast like what appears in the general Alert Rules setup? We don't want to send an email or SMS, that would be too asynchronous. The idea is that if you can set up one in Alert Rules for that offered domain, can you create on via API that just has a message?

The backdrop is the existing Alert Rule option offers this mechanism but only based on the given configurable events. We are hoping to broaden that with a same 'toast' but on event triggered workflows (specifically for topic, sentiment, or empathy events).

For comparison, an Architect workflow can send an email or SMS via built-in elements (and works of course), but we are looking for the 'toast' alert. 

Of course, if there is no onboard element in Architect, a Data Action calling a Genesys API would work just as well, but we are not seeing anything. The assumption is if the Alert Rules can create this, might there not be an API to build a toast/alert to pop up in a Genesys user space?

We do see this SDK documentation, but this seems like overbuild for something so distinct, no different than the other notification types (email, SMS).

If nothing exists, what types of notifications would someone use for a triggered Topic, Sentiment, or Empathy event as described in: Process automation triggers with topics, sentiment, and empathy - Genesys Cloud Resource Center

Thank you for any potential leads or information.

#API/Integrations
#System/PlatformAdministration

------------------------------
Greg Magsamen
Network Engineer / Systems Manager
------------------------------

Hi @Greg Magsamen,

it doesn't seem so (right now). You can't even change the text.
You might post an idea to get the possibility in the future.

The only way to archive this right now is to setup an rule via Alerting API using POST /api/v2/alerting/rules
https://developer.genesys.cloud/notificationsalerts/alerting/alerting-apis#post-api-v2-alerting-rules

At 
{
  "notifications": [
    {
      "notificationTypes": [
        "Push"
      ]
    }
  ]
}

BR, Robert

------------------------------
Robert Herms
IT Engineer / Architect

Original Message:
Sent: 10-18-2025 13:04
From: Greg Magsamen
Subject: API to Create an "In-App" toaster alert like email or SMS can do?

Hello,

I am wondering if there is a Genesys API to create a 'toaster' via a Data Action call from an Architect Workflow to create an 'in-app' alert/toast like what appears in the general Alert Rules setup? We don't want to send an email or SMS, that would be too asynchronous. The idea is that if you can set up one in Alert Rules for that offered domain, can you create on via API that just has a message?

The backdrop is the existing Alert Rule option offers this mechanism but only based on the given configurable events. We are hoping to broaden that with a same 'toast' but on event triggered workflows (specifically for topic, sentiment, or empathy events).

For comparison, an Architect workflow can send an email or SMS via built-in elements (and works of course), but we are looking for the 'toast' alert. 

Of course, if there is no onboard element in Architect, a Data Action calling a Genesys API would work just as well, but we are not seeing anything. The assumption is if the Alert Rules can create this, might there not be an API to build a toast/alert to pop up in a Genesys user space?

We do see this SDK documentation, but this seems like overbuild for something so distinct, no different than the other notification types (email, SMS).

If nothing exists, what types of notifications would someone use for a triggered Topic, Sentiment, or Empathy event as described in: Process automation triggers with topics, sentiment, and empathy - Genesys Cloud Resource Center

Thank you for any potential leads or information.

#API/Integrations
#System/PlatformAdministration

------------------------------
Greg Magsamen
Network Engineer / Systems Manager
------------------------------

Thank you for the response.

Yes, we might set up monitoring on topic subscriptions and get the events we want to alert on, but even if we got "hits", we would want to send a pop-up/toast/alert much like the 'in-app' alert does, just something to draw attention to certain users (i.,e. supervisors or advocacy reps). Sounds like something to post in ideas, we might get lucky with roadmap exposure. Email alerts may do, but that seems latent and SMS means someone getting something maybe when they don't want to.

Thank you again for the pointer, I do appreciate it.

Hi @Greg Magsamen,

it doesn't seem so (right now). You can't even change the text.
You might post an idea to get the possibility in the future.

The only way to archive this right now is to setup an rule via Alerting API using POST /api/v2/alerting/rules
https://developer.genesys.cloud/notificationsalerts/alerting/alerting-apis#post-api-v2-alerting-rules

At 
{
  "notifications": [
    {
      "notificationTypes": [
        "Push"
      ]
    }
  ]
}

BR, Robert

------------------------------
Robert Herms
IT Engineer / Architect

Original Message:
Sent: 10-18-2025 13:04
From: Greg Magsamen
Subject: API to Create an "In-App" toaster alert like email or SMS can do?

Hello,

I am wondering if there is a Genesys API to create a 'toaster' via a Data Action call from an Architect Workflow to create an 'in-app' alert/toast like what appears in the general Alert Rules setup? We don't want to send an email or SMS, that would be too asynchronous. The idea is that if you can set up one in Alert Rules for that offered domain, can you create on via API that just has a message?

The backdrop is the existing Alert Rule option offers this mechanism but only based on the given configurable events. We are hoping to broaden that with a same 'toast' but on event triggered workflows (specifically for topic, sentiment, or empathy events).

For comparison, an Architect workflow can send an email or SMS via built-in elements (and works of course), but we are looking for the 'toast' alert. 

Of course, if there is no onboard element in Architect, a Data Action calling a Genesys API would work just as well, but we are not seeing anything. The assumption is if the Alert Rules can create this, might there not be an API to build a toast/alert to pop up in a Genesys user space?

We do see this SDK documentation, but this seems like overbuild for something so distinct, no different than the other notification types (email, SMS).

If nothing exists, what types of notifications would someone use for a triggered Topic, Sentiment, or Empathy event as described in: Process automation triggers with topics, sentiment, and empathy - Genesys Cloud Resource Center

Thank you for any potential leads or information.

#API/Integrations
#System/PlatformAdministration

------------------------------
Greg Magsamen
Network Engineer / Systems Manager
------------------------------

You can do this with a trigger and a workflow.  In Triggers, configure the event you're looking for.  Below is an example of a trigger looking for an interaction with a sentiment score between 30 and 50. 

This kicks off a workflow (you have to have work automation add on to use these) that sends a notification to a supervisor.  Example Architect below.

Hope that helps

Thank you for the response.

Yes, we might set up monitoring on topic subscriptions and get the events we want to alert on, but even if we got "hits", we would want to send a pop-up/toast/alert much like the 'in-app' alert does, just something to draw attention to certain users (i.,e. supervisors or advocacy reps). Sounds like something to post in ideas, we might get lucky with roadmap exposure. Email alerts may do, but that seems latent and SMS means someone getting something maybe when they don't want to.

Thank you again for the pointer, I do appreciate it.

Hi @Greg Magsamen,

it doesn't seem so (right now). You can't even change the text.
You might post an idea to get the possibility in the future.

The only way to archive this right now is to setup an rule via Alerting API using POST /api/v2/alerting/rules
https://developer.genesys.cloud/notificationsalerts/alerting/alerting-apis#post-api-v2-alerting-rules

At 
{
  "notifications": [
    {
      "notificationTypes": [
        "Push"
      ]
    }
  ]
}

BR, Robert

------------------------------
Robert Herms
IT Engineer / Architect

Original Message:
Sent: 10-18-2025 13:04
From: Greg Magsamen
Subject: API to Create an "In-App" toaster alert like email or SMS can do?

Hello,

I am wondering if there is a Genesys API to create a 'toaster' via a Data Action call from an Architect Workflow to create an 'in-app' alert/toast like what appears in the general Alert Rules setup? We don't want to send an email or SMS, that would be too asynchronous. The idea is that if you can set up one in Alert Rules for that offered domain, can you create on via API that just has a message?

The backdrop is the existing Alert Rule option offers this mechanism but only based on the given configurable events. We are hoping to broaden that with a same 'toast' but on event triggered workflows (specifically for topic, sentiment, or empathy events).

For comparison, an Architect workflow can send an email or SMS via built-in elements (and works of course), but we are looking for the 'toast' alert. 

Of course, if there is no onboard element in Architect, a Data Action calling a Genesys API would work just as well, but we are not seeing anything. The assumption is if the Alert Rules can create this, might there not be an API to build a toast/alert to pop up in a Genesys user space?

We do see this SDK documentation, but this seems like overbuild for something so distinct, no different than the other notification types (email, SMS).

If nothing exists, what types of notifications would someone use for a triggered Topic, Sentiment, or Empathy event as described in: Process automation triggers with topics, sentiment, and empathy - Genesys Cloud Resource Center

Thank you for any potential leads or information.

#API/Integrations
#System/PlatformAdministration

------------------------------
Greg Magsamen
Network Engineer / Systems Manager
------------------------------

Thank you for the response. Yes, the Triggers can help us invoke workflows on STA events and actually work rather nicely, once you validate from the schema and firm up your logic for when to invoke the workflow. As noted, within the workflow we can send an email, but the business was asking about a 'pop up' or toast alert instead of an email, while inside the Genesys user space. If not inherent in Architect, then an API that could accomplish the same thing. It appears, no?

On the plus side, we have shown just recently an email can have a much more rigorous "body" with all kinds of interaction/context data, including transcript segments where topics, sentiment or empathy had important moments. Email may work. I am sure the desire for a toast/pop-up will still come up so I will continue to watch for any enhancements in the API catalog or Agent Alerts.

Thanks

You can do this with a trigger and a workflow.  In Triggers, configure the event you're looking for.  Below is an example of a trigger looking for an interaction with a sentiment score between 30 and 50. 

This kicks off a workflow (you have to have work automation add on to use these) that sends a notification to a supervisor.  Example Architect below.

Hope that helps

Thank you for the response.

Yes, we might set up monitoring on topic subscriptions and get the events we want to alert on, but even if we got "hits", we would want to send a pop-up/toast/alert much like the 'in-app' alert does, just something to draw attention to certain users (i.,e. supervisors or advocacy reps). Sounds like something to post in ideas, we might get lucky with roadmap exposure. Email alerts may do, but that seems latent and SMS means someone getting something maybe when they don't want to.

Thank you again for the pointer, I do appreciate it.

Hi @Greg Magsamen,

it doesn't seem so (right now). You can't even change the text.
You might post an idea to get the possibility in the future.

The only way to archive this right now is to setup an rule via Alerting API using POST /api/v2/alerting/rules
https://developer.genesys.cloud/notificationsalerts/alerting/alerting-apis#post-api-v2-alerting-rules

At 
{
  "notifications": [
    {
      "notificationTypes": [
        "Push"
      ]
    }
  ]
}

BR, Robert

------------------------------
Robert Herms
IT Engineer / Architect

Original Message:
Sent: 10-18-2025 13:04
From: Greg Magsamen
Subject: API to Create an "In-App" toaster alert like email or SMS can do?

Hello,

I am wondering if there is a Genesys API to create a 'toaster' via a Data Action call from an Architect Workflow to create an 'in-app' alert/toast like what appears in the general Alert Rules setup? We don't want to send an email or SMS, that would be too asynchronous. The idea is that if you can set up one in Alert Rules for that offered domain, can you create on via API that just has a message?

The backdrop is the existing Alert Rule option offers this mechanism but only based on the given configurable events. We are hoping to broaden that with a same 'toast' but on event triggered workflows (specifically for topic, sentiment, or empathy events).

For comparison, an Architect workflow can send an email or SMS via built-in elements (and works of course), but we are looking for the 'toast' alert. 

Of course, if there is no onboard element in Architect, a Data Action calling a Genesys API would work just as well, but we are not seeing anything. The assumption is if the Alert Rules can create this, might there not be an API to build a toast/alert to pop up in a Genesys user space?

We do see this SDK documentation, but this seems like overbuild for something so distinct, no different than the other notification types (email, SMS).

If nothing exists, what types of notifications would someone use for a triggered Topic, Sentiment, or Empathy event as described in: Process automation triggers with topics, sentiment, and empathy - Genesys Cloud Resource Center

Thank you for any potential leads or information.

#API/Integrations
#System/PlatformAdministration

------------------------------
Greg Magsamen
Network Engineer / Systems Manager
------------------------------

Hello,

I am wondering if there is a Genesys API to create a 'toaster' via a Data Action call from an Architect Workflow to create an 'in-app' alert/toast like what appears in the general Alert Rules setup? We don't want to send an email or SMS, that would be too asynchronous. The idea is that if you can set up one in Alert Rules for that offered domain, can you create on via API that just has a message?

The backdrop is the existing Alert Rule option offers this mechanism but only based on the given configurable events. We are hoping to broaden that with a same 'toast' but on event triggered workflows (specifically for topic, sentiment, or empathy events).

For comparison, an Architect workflow can send an email or SMS via built-in elements (and works of course), but we are looking for the 'toast' alert. 

Of course, if there is no onboard element in Architect, a Data Action calling a Genesys API would work just as well, but we are not seeing anything. The assumption is if the Alert Rules can create this, might there not be an API to build a toast/alert to pop up in a Genesys user space?

We do see this SDK documentation, but this seems like overbuild for something so distinct, no different than the other notification types (email, SMS).

If nothing exists, what types of notifications would someone use for a triggered Topic, Sentiment, or Empathy event as described in: Process automation triggers with topics, sentiment, and empathy - Genesys Cloud Resource Center

Thank you for any potential leads or information.

#API/Integrations
#System/PlatformAdministration

------------------------------
Greg Magsamen
Network Engineer / Systems Manager
------------------------------

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 message.  A snippet of the message is displayed to them and they can click on it to see the full message in the Genesys Cloud UCC chat.  It might have to go to a group chat instead of a 1:1 UCC chat, but it might suite your purposes.

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

Original Message:
Sent: 10-18-2025 13:04
From: Greg Magsamen
Subject: API to Create an "In-App" toaster alert like email or SMS can do?

Hello,

I am wondering if there is a Genesys API to create a 'toaster' via a Data Action call from an Architect Workflow to create an 'in-app' alert/toast like what appears in the general Alert Rules setup? We don't want to send an email or SMS, that would be too asynchronous. The idea is that if you can set up one in Alert Rules for that offered domain, can you create on via API that just has a message?

The backdrop is the existing Alert Rule option offers this mechanism but only based on the given configurable events. We are hoping to broaden that with a same 'toast' but on event triggered workflows (specifically for topic, sentiment, or empathy events).

For comparison, an Architect workflow can send an email or SMS via built-in elements (and works of course), but we are looking for the 'toast' alert. 

Of course, if there is no onboard element in Architect, a Data Action calling a Genesys API would work just as well, but we are not seeing anything. The assumption is if the Alert Rules can create this, might there not be an API to build a toast/alert to pop up in a Genesys user space?

We do see this SDK documentation, but this seems like overbuild for something so distinct, no different than the other notification types (email, SMS).

If nothing exists, what types of notifications would someone use for a triggered Topic, Sentiment, or Empathy event as described in: Process automation triggers with topics, sentiment, and empathy - Genesys Cloud Resource Center

Thank you for any potential leads or information.

#API/Integrations
#System/PlatformAdministration

------------------------------
Greg Magsamen
Network Engineer / Systems Manager
------------------------------

Thank you for the response. This idea might suit the request. This business does not normally utilize the internal Genesys chat functions, but this could fulfill the request for a very specific area (customer advocacy). We can either send direct user messages in the triggered workflow via /api/v2/chats/users/{userId}/messages to interested parties or probably better yet to a dedicated room (as you noted) via /api/v2/chats/rooms/{roomJid}/messages, with some more control over this personal group/room to keep guardrails on the use of chats, if that is necessary.

Since there is no 'toast' (as is familiar to Genesys users) API in the Agent Alert sense, this can be presented as options (always best!) to have an email (possibly with extensive context information), or to have this more real-time, personal room interface. I doubt anyone wants an SMS text, but that will be the extra option if it comes up.

Thank you for the assistance (all responses), now it seems it's in the hands of the business to pick a path (or multiple) forward.

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 message.  A snippet of the message is displayed to them and they can click on it to see the full message in the Genesys Cloud UCC chat.  It might have to go to a group chat instead of a 1:1 UCC chat, but it might suite your purposes.

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

Original Message:
Sent: 10-18-2025 13:04
From: Greg Magsamen
Subject: API to Create an "In-App" toaster alert like email or SMS can do?

Hello,

I am wondering if there is a Genesys API to create a 'toaster' via a Data Action call from an Architect Workflow to create an 'in-app' alert/toast like what appears in the general Alert Rules setup? We don't want to send an email or SMS, that would be too asynchronous. The idea is that if you can set up one in Alert Rules for that offered domain, can you create on via API that just has a message?

The backdrop is the existing Alert Rule option offers this mechanism but only based on the given configurable events. We are hoping to broaden that with a same 'toast' but on event triggered workflows (specifically for topic, sentiment, or empathy events).

For comparison, an Architect workflow can send an email or SMS via built-in elements (and works of course), but we are looking for the 'toast' alert. 

Of course, if there is no onboard element in Architect, a Data Action calling a Genesys API would work just as well, but we are not seeing anything. The assumption is if the Alert Rules can create this, might there not be an API to build a toast/alert to pop up in a Genesys user space?

We do see this SDK documentation, but this seems like overbuild for something so distinct, no different than the other notification types (email, SMS).

If nothing exists, what types of notifications would someone use for a triggered Topic, Sentiment, or Empathy event as described in: Process automation triggers with topics, sentiment, and empathy - Genesys Cloud Resource Center

Thank you for any potential leads or information.

#API/Integrations
#System/PlatformAdministration

------------------------------
Greg Magsamen
Network Engineer / Systems Manager
------------------------------

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 you can define the blocks necessary to deliver the message to the user.  Just like Genesys Architect flows, Teams Workflows can have logic in them as well, if you need it.  You can then invoke the Teams Workflow Webhook by making a Data Action request out of Genesys Cloud.

The basic Teams Workflow would look like this:

Note, my example just posts the JSON body into the Teams chat of the user, but you can format the message body and use JSON elements in the message body as needed.  I didn't take it that far because I just needed to prove it was possible.

I hope that helps.

Thank you for the response. This idea might suit the request. This business does not normally utilize the internal Genesys chat functions, but this could fulfill the request for a very specific area (customer advocacy). We can either send direct user messages in the triggered workflow via /api/v2/chats/users/{userId}/messages to interested parties or probably better yet to a dedicated room (as you noted) via /api/v2/chats/rooms/{roomJid}/messages, with some more control over this personal group/room to keep guardrails on the use of chats, if that is necessary.

Since there is no 'toast' (as is familiar to Genesys users) API in the Agent Alert sense, this can be presented as options (always best!) to have an email (possibly with extensive context information), or to have this more real-time, personal room interface. I doubt anyone wants an SMS text, but that will be the extra option if it comes up.

Thank you for the assistance (all responses), now it seems it's in the hands of the business to pick a path (or multiple) forward.

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 message.  A snippet of the message is displayed to them and they can click on it to see the full message in the Genesys Cloud UCC chat.  It might have to go to a group chat instead of a 1:1 UCC chat, but it might suite your purposes.

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

Original Message:
Sent: 10-18-2025 13:04
From: Greg Magsamen
Subject: API to Create an "In-App" toaster alert like email or SMS can do?

Hello,

I am wondering if there is a Genesys API to create a 'toaster' via a Data Action call from an Architect Workflow to create an 'in-app' alert/toast like what appears in the general Alert Rules setup? We don't want to send an email or SMS, that would be too asynchronous. The idea is that if you can set up one in Alert Rules for that offered domain, can you create on via API that just has a message?

The backdrop is the existing Alert Rule option offers this mechanism but only based on the given configurable events. We are hoping to broaden that with a same 'toast' but on event triggered workflows (specifically for topic, sentiment, or empathy events).

For comparison, an Architect workflow can send an email or SMS via built-in elements (and works of course), but we are looking for the 'toast' alert. 

Of course, if there is no onboard element in Architect, a Data Action calling a Genesys API would work just as well, but we are not seeing anything. The assumption is if the Alert Rules can create this, might there not be an API to build a toast/alert to pop up in a Genesys user space?

We do see this SDK documentation, but this seems like overbuild for something so distinct, no different than the other notification types (email, SMS).

If nothing exists, what types of notifications would someone use for a triggered Topic, Sentiment, or Empathy event as described in: Process automation triggers with topics, sentiment, and empathy - Genesys Cloud Resource Center

Thank you for any potential leads or information.

#API/Integrations
#System/PlatformAdministration

------------------------------
Greg Magsamen
Network Engineer / Systems Manager
------------------------------

Hello,

Thank you for the alternative, that looks very promising, however, I have not integrated a Graph API call (I assume?) Data Action into Genesys. What integration package might be used? I see one in App Foundry, but seems to be tied to email, is there something more generic for calls to Workflow APIs?

Or am I misinterpreting "Teams Workflow Webhook"? I have talked to a MS Teams expert at my company, and the Workflow (via Power Automate) is fairly straight forward and quickly formed and tested internally on network, with your example as great guidance, so the endpoint (with future derived parms TBD) is available, but connecting from Genesys into Azure Graph needs an integration? If we can get that, we can build a Data Action (just for POC), but I cannot seem to connect the dots for getting that door into Azure Graph API or really the MS Power Automate Workflow Endpoint that we have created (only for POC).

Is there an integration that is available for this? Or do we need to build an intermediary for Genesys to call and pass on the request? I only wonder that calling 'any' MS API must have some popularity, so wondering if there is an integration from App Foundry (or anywhere) that might make this connection simple? With that, a whole spectrum of possibilities open, so this is an intriguing idea for many use cases (initiated from a Genesys Architect flow of any kind).

Thanks for adding this new idea.

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 you can define the blocks necessary to deliver the message to the user.  Just like Genesys Architect flows, Teams Workflows can have logic in them as well, if you need it.  You can then invoke the Teams Workflow Webhook by making a Data Action request out of Genesys Cloud.

The basic Teams Workflow would look like this:

Note, my example just posts the JSON body into the Teams chat of the user, but you can format the message body and use JSON elements in the message body as needed.  I didn't take it that far because I just needed to prove it was possible.

I hope that helps.

Thank you for the response. This idea might suit the request. This business does not normally utilize the internal Genesys chat functions, but this could fulfill the request for a very specific area (customer advocacy). We can either send direct user messages in the triggered workflow via /api/v2/chats/users/{userId}/messages to interested parties or probably better yet to a dedicated room (as you noted) via /api/v2/chats/rooms/{roomJid}/messages, with some more control over this personal group/room to keep guardrails on the use of chats, if that is necessary.

Since there is no 'toast' (as is familiar to Genesys users) API in the Agent Alert sense, this can be presented as options (always best!) to have an email (possibly with extensive context information), or to have this more real-time, personal room interface. I doubt anyone wants an SMS text, but that will be the extra option if it comes up.

Thank you for the assistance (all responses), now it seems it's in the hands of the business to pick a path (or multiple) forward.

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 message.  A snippet of the message is displayed to them and they can click on it to see the full message in the Genesys Cloud UCC chat.  It might have to go to a group chat instead of a 1:1 UCC chat, but it might suite your purposes.

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

Original Message:
Sent: 10-18-2025 13:04
From: Greg Magsamen
Subject: API to Create an "In-App" toaster alert like email or SMS can do?

Hello,

I am wondering if there is a Genesys API to create a 'toaster' via a Data Action call from an Architect Workflow to create an 'in-app' alert/toast like what appears in the general Alert Rules setup? We don't want to send an email or SMS, that would be too asynchronous. The idea is that if you can set up one in Alert Rules for that offered domain, can you create on via API that just has a message?

The backdrop is the existing Alert Rule option offers this mechanism but only based on the given configurable events. We are hoping to broaden that with a same 'toast' but on event triggered workflows (specifically for topic, sentiment, or empathy events).

For comparison, an Architect workflow can send an email or SMS via built-in elements (and works of course), but we are looking for the 'toast' alert. 

Of course, if there is no onboard element in Architect, a Data Action calling a Genesys API would work just as well, but we are not seeing anything. The assumption is if the Alert Rules can create this, might there not be an API to build a toast/alert to pop up in a Genesys user space?

We do see this SDK documentation, but this seems like overbuild for something so distinct, no different than the other notification types (email, SMS).

If nothing exists, what types of notifications would someone use for a triggered Topic, Sentiment, or Empathy event as described in: Process automation triggers with topics, sentiment, and empathy - Genesys Cloud Resource Center

Thank you for any potential leads or information.

#API/Integrations
#System/PlatformAdministration

------------------------------
Greg Magsamen
Network Engineer / Systems Manager
------------------------------

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:

{
  "type": "message",
  "attachments": [
    {
      "contentType": "application/vnd.microsoft.card.adaptive",
      "contentUrl": null,
      "content": {
        "$schema": "http://adaptivecards.io/schemas/adaptive-card.json",
        "type": "AdaptiveCard",
        "version": "1.2",
        "body": [
          {
            "type": "TextBlock",
            "text": "Image Example",
            "weight": "bolder",
            "size": "medium"
          },
          {
            "type": "Image",
            "url": "https://adaptivecards.io/content/cats/1.png",
            "altText": "A cute cat"
          }
        ]
      }
    }
  ]
}

I don't think it has to match that format exactly, but that's what I sent because I found that in the example article and it worked.  That entire JSON just shows up in the Teams chat that I specified.  I'm fairly certain that in the Workflow, in the second block, that you can format the message body and use JSON properties.  I think I saw some examples that looked like you can use JSONPath notation to reference items in the received JSON.

If I get a chance to play around with my example a little more then I'll try to post a better example. 

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

Original Message:
Sent: 10-21-2025 13:18
From: Greg Magsamen
Subject: API to Create an "In-App" toaster alert like email or SMS can do?

Hello,

Thank you for the alternative, that looks very promising, however, I have not integrated a Graph API call (I assume?) Data Action into Genesys. What integration package might be used? I see one in App Foundry, but seems to be tied to email, is there something more generic for calls to Workflow APIs?

Or am I misinterpreting "Teams Workflow Webhook"? I have talked to a MS Teams expert at my company, and the Workflow (via Power Automate) is fairly straight forward and quickly formed and tested internally on network, with your example as great guidance, so the endpoint (with future derived parms TBD) is available, but connecting from Genesys into Azure Graph needs an integration? If we can get that, we can build a Data Action (just for POC), but I cannot seem to connect the dots for getting that door into Azure Graph API or really the MS Power Automate Workflow Endpoint that we have created (only for POC).

Is there an integration that is available for this? Or do we need to build an intermediary for Genesys to call and pass on the request? I only wonder that calling 'any' MS API must have some popularity, so wondering if there is an integration from App Foundry (or anywhere) that might make this connection simple? With that, a whole spectrum of possibilities open, so this is an intriguing idea for many use cases (initiated from a Genesys Architect flow of any kind).

Thanks for adding this new idea.

------------------------------
Greg Magsamen
Network Engineer / Systems Manager

Original Message:
Sent: 10-21-2025 11:09
From: Jim Crespino
Subject: API to Create an "In-App" toaster alert like email or SMS can do?

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 you can define the blocks necessary to deliver the message to the user.  Just like Genesys Architect flows, Teams Workflows can have logic in them as well, if you need it.  You can then invoke the Teams Workflow Webhook by making a Data Action request out of Genesys Cloud.

The basic Teams Workflow would look like this:

Note, my example just posts the JSON body into the Teams chat of the user, but you can format the message body and use JSON elements in the message body as needed.  I didn't take it that far because I just needed to prove it was possible.

I hope that helps.

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

Original Message:
Sent: 10-21-2025 10:39
From: Greg Magsamen
Subject: API to Create an "In-App" toaster alert like email or SMS can do?

Thank you for the response. This idea might suit the request. This business does not normally utilize the internal Genesys chat functions, but this could fulfill the request for a very specific area (customer advocacy). We can either send direct user messages in the triggered workflow via /api/v2/chats/users/{userId}/messages to interested parties or probably better yet to a dedicated room (as you noted) via /api/v2/chats/rooms/{roomJid}/messages, with some more control over this personal group/room to keep guardrails on the use of chats, if that is necessary.

Since there is no 'toast' (as is familiar to Genesys users) API in the Agent Alert sense, this can be presented as options (always best!) to have an email (possibly with extensive context information), or to have this more real-time, personal room interface. I doubt anyone wants an SMS text, but that will be the extra option if it comes up.

Thank you for the assistance (all responses), now it seems it's in the hands of the business to pick a path (or multiple) forward.

------------------------------
Greg Magsamen
Network Engineer / Systems Manager

Original Message:
Sent: 10-21-2025 09:45
From: Jim Crespino
Subject: API to Create an "In-App" toaster alert like email or SMS can do?

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 message.  A snippet of the message is displayed to them and they can click on it to see the full message in the Genesys Cloud UCC chat.  It might have to go to a group chat instead of a 1:1 UCC chat, but it might suite your purposes.

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

Original Message:
Sent: 10-18-2025 13:04
From: Greg Magsamen
Subject: API to Create an "In-App" toaster alert like email or SMS can do?

Hello,

I am wondering if there is a Genesys API to create a 'toaster' via a Data Action call from an Architect Workflow to create an 'in-app' alert/toast like what appears in the general Alert Rules setup? We don't want to send an email or SMS, that would be too asynchronous. The idea is that if you can set up one in Alert Rules for that offered domain, can you create on via API that just has a message?

The backdrop is the existing Alert Rule option offers this mechanism but only based on the given configurable events. We are hoping to broaden that with a same 'toast' but on event triggered workflows (specifically for topic, sentiment, or empathy events).

For comparison, an Architect workflow can send an email or SMS via built-in elements (and works of course), but we are looking for the 'toast' alert. 

Of course, if there is no onboard element in Architect, a Data Action calling a Genesys API would work just as well, but we are not seeing anything. The assumption is if the Alert Rules can create this, might there not be an API to build a toast/alert to pop up in a Genesys user space?

We do see this SDK documentation, but this seems like overbuild for something so distinct, no different than the other notification types (email, SMS).

If nothing exists, what types of notifications would someone use for a triggered Topic, Sentiment, or Empathy event as described in: Process automation triggers with topics, sentiment, and empathy - Genesys Cloud Resource Center

Thank you for any potential leads or information.

#API/Integrations
#System/PlatformAdministration

------------------------------
Greg Magsamen
Network Engineer / Systems Manager
------------------------------

Thank you again for your detail. That example JSON is very helpful and would be a great place to start. I am familiar with creating Data Actions and generally see that this idea would be mapped to a Data Action as (very generic) follows:

------------------------------
Greg Magsamen
Network Engineer / Systems Manager

Original Message:
Sent: 10-21-2025 16:22
From: Jim Crespino
Subject: API to Create an "In-App" toaster alert like email or SMS can do?

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:

{
  "type": "message",
  "attachments": [
    {
      "contentType": "application/vnd.microsoft.card.adaptive",
      "contentUrl": null,
      "content": {
        "$schema": "http://adaptivecards.io/schemas/adaptive-card.json",
        "type": "AdaptiveCard",
        "version": "1.2",
        "body": [
          {
            "type": "TextBlock",
            "text": "Image Example",
            "weight": "bolder",
            "size": "medium"
          },
          {
            "type": "Image",
            "url": "https://adaptivecards.io/content/cats/1.png",
            "altText": "A cute cat"
          }
        ]
      }
    }
  ]
}

I don't think it has to match that format exactly, but that's what I sent because I found that in the example article and it worked.  That entire JSON just shows up in the Teams chat that I specified.  I'm fairly certain that in the Workflow, in the second block, that you can format the message body and use JSON properties.  I think I saw some examples that looked like you can use JSONPath notation to reference items in the received JSON.

If I get a chance to play around with my example a little more then I'll try to post a better example. 

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

Original Message:
Sent: 10-21-2025 13:18
From: Greg Magsamen
Subject: API to Create an "In-App" toaster alert like email or SMS can do?

Hello,

Thank you for the alternative, that looks very promising, however, I have not integrated a Graph API call (I assume?) Data Action into Genesys. What integration package might be used? I see one in App Foundry, but seems to be tied to email, is there something more generic for calls to Workflow APIs?

Or am I misinterpreting "Teams Workflow Webhook"? I have talked to a MS Teams expert at my company, and the Workflow (via Power Automate) is fairly straight forward and quickly formed and tested internally on network, with your example as great guidance, so the endpoint (with future derived parms TBD) is available, but connecting from Genesys into Azure Graph needs an integration? If we can get that, we can build a Data Action (just for POC), but I cannot seem to connect the dots for getting that door into Azure Graph API or really the MS Power Automate Workflow Endpoint that we have created (only for POC).

Is there an integration that is available for this? Or do we need to build an intermediary for Genesys to call and pass on the request? I only wonder that calling 'any' MS API must have some popularity, so wondering if there is an integration from App Foundry (or anywhere) that might make this connection simple? With that, a whole spectrum of possibilities open, so this is an intriguing idea for many use cases (initiated from a Genesys Architect flow of any kind).

Thanks for adding this new idea.

------------------------------
Greg Magsamen
Network Engineer / Systems Manager

Original Message:
Sent: 10-21-2025 11:09
From: Jim Crespino
Subject: API to Create an "In-App" toaster alert like email or SMS can do?

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 you can define the blocks necessary to deliver the message to the user.  Just like Genesys Architect flows, Teams Workflows can have logic in them as well, if you need it.  You can then invoke the Teams Workflow Webhook by making a Data Action request out of Genesys Cloud.

The basic Teams Workflow would look like this:

Note, my example just posts the JSON body into the Teams chat of the user, but you can format the message body and use JSON elements in the message body as needed.  I didn't take it that far because I just needed to prove it was possible.

I hope that helps.

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

Original Message:
Sent: 10-21-2025 10:39
From: Greg Magsamen
Subject: API to Create an "In-App" toaster alert like email or SMS can do?

Thank you for the response. This idea might suit the request. This business does not normally utilize the internal Genesys chat functions, but this could fulfill the request for a very specific area (customer advocacy). We can either send direct user messages in the triggered workflow via /api/v2/chats/users/{userId}/messages to interested parties or probably better yet to a dedicated room (as you noted) via /api/v2/chats/rooms/{roomJid}/messages, with some more control over this personal group/room to keep guardrails on the use of chats, if that is necessary.

Since there is no 'toast' (as is familiar to Genesys users) API in the Agent Alert sense, this can be presented as options (always best!) to have an email (possibly with extensive context information), or to have this more real-time, personal room interface. I doubt anyone wants an SMS text, but that will be the extra option if it comes up.

Thank you for the assistance (all responses), now it seems it's in the hands of the business to pick a path (or multiple) forward.

------------------------------
Greg Magsamen
Network Engineer / Systems Manager

Original Message:
Sent: 10-21-2025 09:45
From: Jim Crespino
Subject: API to Create an "In-App" toaster alert like email or SMS can do?

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 message.  A snippet of the message is displayed to them and they can click on it to see the full message in the Genesys Cloud UCC chat.  It might have to go to a group chat instead of a 1:1 UCC chat, but it might suite your purposes.

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

Original Message:
Sent: 10-18-2025 13:04
From: Greg Magsamen
Subject: API to Create an "In-App" toaster alert like email or SMS can do?

Hello,

I am wondering if there is a Genesys API to create a 'toaster' via a Data Action call from an Architect Workflow to create an 'in-app' alert/toast like what appears in the general Alert Rules setup? We don't want to send an email or SMS, that would be too asynchronous. The idea is that if you can set up one in Alert Rules for that offered domain, can you create on via API that just has a message?

The backdrop is the existing Alert Rule option offers this mechanism but only based on the given configurable events. We are hoping to broaden that with a same 'toast' but on event triggered workflows (specifically for topic, sentiment, or empathy events).

For comparison, an Architect workflow can send an email or SMS via built-in elements (and works of course), but we are looking for the 'toast' alert. 

Of course, if there is no onboard element in Architect, a Data Action calling a Genesys API would work just as well, but we are not seeing anything. The assumption is if the Alert Rules can create this, might there not be an API to build a toast/alert to pop up in a Genesys user space?

We do see this SDK documentation, but this seems like overbuild for something so distinct, no different than the other notification types (email, SMS).

If nothing exists, what types of notifications would someone use for a triggered Topic, Sentiment, or Empathy event as described in: Process automation triggers with topics, sentiment, and empathy - Genesys Cloud Resource Center

Thank you for any potential leads or information.

#API/Integrations
#System/PlatformAdministration

------------------------------
Greg Magsamen
Network Engineer / Systems Manager
------------------------------

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.

Thank you again for your detail. That example JSON is very helpful and would be a great place to start. I am familiar with creating Data Actions and generally see that this idea would be mapped to a Data Action as (very generic) follows:

------------------------------
Greg Magsamen
Network Engineer / Systems Manager

Original Message:
Sent: 10-21-2025 16:22
From: Jim Crespino
Subject: API to Create an "In-App" toaster alert like email or SMS can do?

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:

{
  "type": "message",
  "attachments": [
    {
      "contentType": "application/vnd.microsoft.card.adaptive",
      "contentUrl": null,
      "content": {
        "$schema": "http://adaptivecards.io/schemas/adaptive-card.json",
        "type": "AdaptiveCard",
        "version": "1.2",
        "body": [
          {
            "type": "TextBlock",
            "text": "Image Example",
            "weight": "bolder",
            "size": "medium"
          },
          {
            "type": "Image",
            "url": "https://adaptivecards.io/content/cats/1.png",
            "altText": "A cute cat"
          }
        ]
      }
    }
  ]
}

I don't think it has to match that format exactly, but that's what I sent because I found that in the example article and it worked.  That entire JSON just shows up in the Teams chat that I specified.  I'm fairly certain that in the Workflow, in the second block, that you can format the message body and use JSON properties.  I think I saw some examples that looked like you can use JSONPath notation to reference items in the received JSON.

If I get a chance to play around with my example a little more then I'll try to post a better example. 

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

Original Message:
Sent: 10-21-2025 13:18
From: Greg Magsamen
Subject: API to Create an "In-App" toaster alert like email or SMS can do?

Hello,

Thank you for the alternative, that looks very promising, however, I have not integrated a Graph API call (I assume?) Data Action into Genesys. What integration package might be used? I see one in App Foundry, but seems to be tied to email, is there something more generic for calls to Workflow APIs?

Or am I misinterpreting "Teams Workflow Webhook"? I have talked to a MS Teams expert at my company, and the Workflow (via Power Automate) is fairly straight forward and quickly formed and tested internally on network, with your example as great guidance, so the endpoint (with future derived parms TBD) is available, but connecting from Genesys into Azure Graph needs an integration? If we can get that, we can build a Data Action (just for POC), but I cannot seem to connect the dots for getting that door into Azure Graph API or really the MS Power Automate Workflow Endpoint that we have created (only for POC).

Is there an integration that is available for this? Or do we need to build an intermediary for Genesys to call and pass on the request? I only wonder that calling 'any' MS API must have some popularity, so wondering if there is an integration from App Foundry (or anywhere) that might make this connection simple? With that, a whole spectrum of possibilities open, so this is an intriguing idea for many use cases (initiated from a Genesys Architect flow of any kind).

Thanks for adding this new idea.

------------------------------
Greg Magsamen
Network Engineer / Systems Manager

Original Message:
Sent: 10-21-2025 11:09
From: Jim Crespino
Subject: API to Create an "In-App" toaster alert like email or SMS can do?

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 you can define the blocks necessary to deliver the message to the user.  Just like Genesys Architect flows, Teams Workflows can have logic in them as well, if you need it.  You can then invoke the Teams Workflow Webhook by making a Data Action request out of Genesys Cloud.

The basic Teams Workflow would look like this:

Note, my example just posts the JSON body into the Teams chat of the user, but you can format the message body and use JSON elements in the message body as needed.  I didn't take it that far because I just needed to prove it was possible.

I hope that helps.

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

Original Message:
Sent: 10-21-2025 10:39
From: Greg Magsamen
Subject: API to Create an "In-App" toaster alert like email or SMS can do?

Thank you for the response. This idea might suit the request. This business does not normally utilize the internal Genesys chat functions, but this could fulfill the request for a very specific area (customer advocacy). We can either send direct user messages in the triggered workflow via /api/v2/chats/users/{userId}/messages to interested parties or probably better yet to a dedicated room (as you noted) via /api/v2/chats/rooms/{roomJid}/messages, with some more control over this personal group/room to keep guardrails on the use of chats, if that is necessary.

Since there is no 'toast' (as is familiar to Genesys users) API in the Agent Alert sense, this can be presented as options (always best!) to have an email (possibly with extensive context information), or to have this more real-time, personal room interface. I doubt anyone wants an SMS text, but that will be the extra option if it comes up.

Thank you for the assistance (all responses), now it seems it's in the hands of the business to pick a path (or multiple) forward.

------------------------------
Greg Magsamen
Network Engineer / Systems Manager

Original Message:
Sent: 10-21-2025 09:45
From: Jim Crespino
Subject: API to Create an "In-App" toaster alert like email or SMS can do?

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 message.  A snippet of the message is displayed to them and they can click on it to see the full message in the Genesys Cloud UCC chat.  It might have to go to a group chat instead of a 1:1 UCC chat, but it might suite your purposes.

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

Original Message:
Sent: 10-18-2025 13:04
From: Greg Magsamen
Subject: API to Create an "In-App" toaster alert like email or SMS can do?

Hello,

I am wondering if there is a Genesys API to create a 'toaster' via a Data Action call from an Architect Workflow to create an 'in-app' alert/toast like what appears in the general Alert Rules setup? We don't want to send an email or SMS, that would be too asynchronous. The idea is that if you can set up one in Alert Rules for that offered domain, can you create on via API that just has a message?

The backdrop is the existing Alert Rule option offers this mechanism but only based on the given configurable events. We are hoping to broaden that with a same 'toast' but on event triggered workflows (specifically for topic, sentiment, or empathy events).

For comparison, an Architect workflow can send an email or SMS via built-in elements (and works of course), but we are looking for the 'toast' alert. 

Of course, if there is no onboard element in Architect, a Data Action calling a Genesys API would work just as well, but we are not seeing anything. The assumption is if the Alert Rules can create this, might there not be an API to build a toast/alert to pop up in a Genesys user space?

We do see this SDK documentation, but this seems like overbuild for something so distinct, no different than the other notification types (email, SMS).

If nothing exists, what types of notifications would someone use for a triggered Topic, Sentiment, or Empathy event as described in: Process automation triggers with topics, sentiment, and empathy - Genesys Cloud Resource Center

Thank you for any potential leads or information.

#API/Integrations
#System/PlatformAdministration

------------------------------
Greg Magsamen
Network Engineer / Systems Manager
------------------------------