Legacy Dev Forum Posts

 View Only

Sign Up

Back to discussions
Expand all | Collapse all

Connecting newly created Communication with a Queue

  • 1.  Connecting newly created Communication with a Queue

    Posted 06-05-2025 18:26

    PetrNosekPNO | 2023-06-20 14:06:15 UTC | #1

    Hi there, recently we started to use the API to sent Agentless Messages (SMS) through .NET nuget package PureCloudPlatform.Client.V2.

    It works great and it returns some response like:

    class SendAgentlessOutboundMessageResponse { Id: fccd74000000000000990999929225ee32 ConversationId: a7bf02ee-0000-0000-0000-367e763a56b7 FromAddress: + 447700000000 ToAddress: + 420603000000 MessengerType: Sms TextBody: This is a test message. MessagingTemplate: UseExistingActiveConversation: False Timestamp: 19.06.2023 9:48:01 SelfUri: /api/v2/conversations/messages/a7bf02ee-0000-0000-0000-367e763a56b7/messages/fccd74000000000000990999929225ee32 User: }

    Now our management wants to connect such newly created conversation to a particular Queue identified by a particular Queue:

    • Queue Id: b2b8bdcb-000-000-000-56eb5d9d740d
    • Queue Name: 081OPXXX
    • CLAIM_NUMBER: 1234567

    and my question is what method/endpoint to use to allow such "connection". I have checked the API but I do not see anything even close to what I woudl liek to do so I am not even sure whether it can be accomplished. If so and more steps are needed, I would appreciate some basic hints or directions.

    Cheers

    John_Carnell | 2023-07-06 17:34:42 UTC | #2

    Hi Petr,

    Sorry it took so long to get back to you. When you send the above call it will then create SMS message and the conversation. (e.g.a7bf02ee-0000-0000-0000-367e763a56b7).

    When the user responds back to the number you need to have an Architect Inbound Message Flow created and assigned to the SMS you number you purchased (+ 447700000000). When the user responds back to the + 447700000000 number, it will be automatically routed to the inbound message flow. Your Architect inbound message flow can then route the user to a specific queue. Here is an example of message flow where I am echoing back the message conversation id to the inbound SMS call and then transferring to a queue called 401K.

    Behind the scenes, Genesys takes the ToAddress and maps it to the conversation id. The conversation id will stay the same but a new messageId will be generated for each response back and forth to the agent.

    I hope that provides some help and context.

    Thanks, John Carnell Director, Developer Engagement

    system | 2023-08-06 17:35:42 UTC | #3

    This topic was automatically closed 31 days after the last reply. New replies are no longer allowed.

    This post was migrated from the old Developer Forum.

    ref: 20557



Related Content