Genesys Cloud - Main

Hello team,

Once we have moved from Guest Chat API to Open messaging API, we are facing a huge problem that is that we can't handle the disconnect event from the agent side in order to trigger som other processes as we used to do on Guest Chat API.

Any idea if this is being considered on the Open API roadmap?

Thanks,

Mario

Hey @Mario Sanchez out of curiosity: why are you migrating to Open Messaging APIs from Guest Chat, rather than Web Messaging APIs?

We do have Conversation Disconnect event available (now in Beta) on Web Messaging APIs, but perhaps there's a good reason to use Open Messaging for your integration.

Hello team,

Once we have moved from Guest Chat API to Open messaging API, we are facing a huge problem that is that we can't handle the disconnect event from the agent side in order to trigger som other processes as we used to do on Guest Chat API.

Any idea if this is being considered on the Open API roadmap?

Thanks,

Mario

Hey @Mario Sanchez out of curiosity: why are you migrating to Open Messaging APIs from Guest Chat, rather than Web Messaging APIs?

We do have Conversation Disconnect event available (now in Beta) on Web Messaging APIs, but perhaps there's a good reason to use Open Messaging for your integration.

Hello team,

Once we have moved from Guest Chat API to Open messaging API, we are facing a huge problem that is that we can't handle the disconnect event from the agent side in order to trigger som other processes as we used to do on Guest Chat API.

Any idea if this is being considered on the Open API roadmap?

Thanks,

Mario

Angelo, can we have access to the beta API?

Hey @Mario Sanchez out of curiosity: why are you migrating to Open Messaging APIs from Guest Chat, rather than Web Messaging APIs?

We do have Conversation Disconnect event available (now in Beta) on Web Messaging APIs, but perhaps there's a good reason to use Open Messaging for your integration.

Hello team,

Once we have moved from Guest Chat API to Open messaging API, we are facing a huge problem that is that we can't handle the disconnect event from the agent side in order to trigger som other processes as we used to do on Guest Chat API.

Any idea if this is being considered on the Open API roadmap?

Thanks,

Mario

Sure, see the guidance in corresponding Idea here, for how to enroll to Beta: https://genesyscloud.ideas.aha.io/ideas/DXWMM-I-26

Angelo, can we have access to the beta API?

Hey @Mario Sanchez out of curiosity: why are you migrating to Open Messaging APIs from Guest Chat, rather than Web Messaging APIs?

We do have Conversation Disconnect event available (now in Beta) on Web Messaging APIs, but perhaps there's a good reason to use Open Messaging for your integration.

Hello team,

Once we have moved from Guest Chat API to Open messaging API, we are facing a huge problem that is that we can't handle the disconnect event from the agent side in order to trigger som other processes as we used to do on Guest Chat API.

Any idea if this is being considered on the Open API roadmap?

Thanks,

Mario

Just to chime in on this one.  If you are building a Social Messaging "connector" that will be proxying hundreds, thousands, or 10s of thousands of simultaneous active conversations, Open Messaging API is the easier API to use because you do not have to maintain a persistent connection for each conversation.  Web Messaging is going to require you to maintain a websocket for each active conversation you are proxying across.

If you use the Open Messaging API and need to get the Agent Joined and Agent Left events, then you can create a single Websocket connection to Genesys Cloud using our Notification API and you can subscription to conversation events for the conversations your are actively proxying, and then watch for then the agent participant gets added to the conversations (Agent Joined) and when the agent participant has a status of disconnect (Agent Left).  

That is a patterns that has been used by many of our AppFoundry partners using the Open Messaging API and it works quite well.

Sure, see the guidance in corresponding Idea here, for how to enroll to Beta: https://genesyscloud.ideas.aha.io/ideas/DXWMM-I-26

Angelo, can we have access to the beta API?

Hey @Mario Sanchez out of curiosity: why are you migrating to Open Messaging APIs from Guest Chat, rather than Web Messaging APIs?

We do have Conversation Disconnect event available (now in Beta) on Web Messaging APIs, but perhaps there's a good reason to use Open Messaging for your integration.

Hello team,

Once we have moved from Guest Chat API to Open messaging API, we are facing a huge problem that is that we can't handle the disconnect event from the agent side in order to trigger som other processes as we used to do on Guest Chat API.

Any idea if this is being considered on the Open API roadmap?

Thanks,

Mario

Yep! We use open messaging  with notification topic subscriptions (also with aws event bridge integration) to manage agent disconnect or for example customer that does not write after x min...

It could be more easy to have a platform configuration...

Just to chime in on this one.  If you are building a Social Messaging "connector" that will be proxying hundreds, thousands, or 10s of thousands of simultaneous active conversations, Open Messaging API is the easier API to use because you do not have to maintain a persistent connection for each conversation.  Web Messaging is going to require you to maintain a websocket for each active conversation you are proxying across.

If you use the Open Messaging API and need to get the Agent Joined and Agent Left events, then you can create a single Websocket connection to Genesys Cloud using our Notification API and you can subscription to conversation events for the conversations your are actively proxying, and then watch for then the agent participant gets added to the conversations (Agent Joined) and when the agent participant has a status of disconnect (Agent Left).  

That is a patterns that has been used by many of our AppFoundry partners using the Open Messaging API and it works quite well.

Sure, see the guidance in corresponding Idea here, for how to enroll to Beta: https://genesyscloud.ideas.aha.io/ideas/DXWMM-I-26

Angelo, can we have access to the beta API?

Hey @Mario Sanchez out of curiosity: why are you migrating to Open Messaging APIs from Guest Chat, rather than Web Messaging APIs?

We do have Conversation Disconnect event available (now in Beta) on Web Messaging APIs, but perhaps there's a good reason to use Open Messaging for your integration.

Hello team,

Once we have moved from Guest Chat API to Open messaging API, we are facing a huge problem that is that we can't handle the disconnect event from the agent side in order to trigger som other processes as we used to do on Guest Chat API.

Any idea if this is being considered on the Open API roadmap?

Thanks,

Mario

Thank you Enrico, your post is really helpfull. Could you please provide more detailed information regarding the aws event bridge integration?

Regards,

Yep! We use open messaging  with notification topic subscriptions (also with aws event bridge integration) to manage agent disconnect or for example customer that does not write after x min...

It could be more easy to have a platform configuration...

Just to chime in on this one.  If you are building a Social Messaging "connector" that will be proxying hundreds, thousands, or 10s of thousands of simultaneous active conversations, Open Messaging API is the easier API to use because you do not have to maintain a persistent connection for each conversation.  Web Messaging is going to require you to maintain a websocket for each active conversation you are proxying across.

If you use the Open Messaging API and need to get the Agent Joined and Agent Left events, then you can create a single Websocket connection to Genesys Cloud using our Notification API and you can subscription to conversation events for the conversations your are actively proxying, and then watch for then the agent participant gets added to the conversations (Agent Joined) and when the agent participant has a status of disconnect (Agent Left).  

That is a patterns that has been used by many of our AppFoundry partners using the Open Messaging API and it works quite well.

Sure, see the guidance in corresponding Idea here, for how to enroll to Beta: https://genesyscloud.ideas.aha.io/ideas/DXWMM-I-26

Angelo, can we have access to the beta API?

Hey @Mario Sanchez out of curiosity: why are you migrating to Open Messaging APIs from Guest Chat, rather than Web Messaging APIs?

We do have Conversation Disconnect event available (now in Beta) on Web Messaging APIs, but perhaps there's a good reason to use Open Messaging for your integration.

Hello team,

Once we have moved from Guest Chat API to Open messaging API, we are facing a huge problem that is that we can't handle the disconnect event from the agent side in order to trigger som other processes as we used to do on Guest Chat API.

Any idea if this is being considered on the Open API roadmap?

Thanks,

Mario

Thank you Enrico, your post is really helpfull. Could you please provide more detailed information regarding the aws event bridge integration?

Regards,

Yep! We use open messaging  with notification topic subscriptions (also with aws event bridge integration) to manage agent disconnect or for example customer that does not write after x min...

It could be more easy to have a platform configuration...

Just to chime in on this one.  If you are building a Social Messaging "connector" that will be proxying hundreds, thousands, or 10s of thousands of simultaneous active conversations, Open Messaging API is the easier API to use because you do not have to maintain a persistent connection for each conversation.  Web Messaging is going to require you to maintain a websocket for each active conversation you are proxying across.

If you use the Open Messaging API and need to get the Agent Joined and Agent Left events, then you can create a single Websocket connection to Genesys Cloud using our Notification API and you can subscription to conversation events for the conversations your are actively proxying, and then watch for then the agent participant gets added to the conversations (Agent Joined) and when the agent participant has a status of disconnect (Agent Left).  

That is a patterns that has been used by many of our AppFoundry partners using the Open Messaging API and it works quite well.

Sure, see the guidance in corresponding Idea here, for how to enroll to Beta: https://genesyscloud.ideas.aha.io/ideas/DXWMM-I-26

Angelo, can we have access to the beta API?

Hey @Mario Sanchez out of curiosity: why are you migrating to Open Messaging APIs from Guest Chat, rather than Web Messaging APIs?

We do have Conversation Disconnect event available (now in Beta) on Web Messaging APIs, but perhaps there's a good reason to use Open Messaging for your integration.

Hello team,

Once we have moved from Guest Chat API to Open messaging API, we are facing a huge problem that is that we can't handle the disconnect event from the agent side in order to trigger som other processes as we used to do on Guest Chat API.

Any idea if this is being considered on the Open API roadmap?

Thanks,

Mario

what Jim shared is what we did.

With the notification topic subscription it is easy but regarding the user presence if agent logout you will receive the OFFLINE status after 30sec

@Jim Crespino this 30's seconds delay is not so good :(

Thank you Enrico, your post is really helpfull. Could you please provide more detailed information regarding the aws event bridge integration?

Regards,

Yep! We use open messaging  with notification topic subscriptions (also with aws event bridge integration) to manage agent disconnect or for example customer that does not write after x min...

It could be more easy to have a platform configuration...

Just to chime in on this one.  If you are building a Social Messaging "connector" that will be proxying hundreds, thousands, or 10s of thousands of simultaneous active conversations, Open Messaging API is the easier API to use because you do not have to maintain a persistent connection for each conversation.  Web Messaging is going to require you to maintain a websocket for each active conversation you are proxying across.

If you use the Open Messaging API and need to get the Agent Joined and Agent Left events, then you can create a single Websocket connection to Genesys Cloud using our Notification API and you can subscription to conversation events for the conversations your are actively proxying, and then watch for then the agent participant gets added to the conversations (Agent Joined) and when the agent participant has a status of disconnect (Agent Left).  

That is a patterns that has been used by many of our AppFoundry partners using the Open Messaging API and it works quite well.

Sure, see the guidance in corresponding Idea here, for how to enroll to Beta: https://genesyscloud.ideas.aha.io/ideas/DXWMM-I-26

Angelo, can we have access to the beta API?

Hey @Mario Sanchez out of curiosity: why are you migrating to Open Messaging APIs from Guest Chat, rather than Web Messaging APIs?

We do have Conversation Disconnect event available (now in Beta) on Web Messaging APIs, but perhaps there's a good reason to use Open Messaging for your integration.

Hello team,

Once we have moved from Guest Chat API to Open messaging API, we are facing a huge problem that is that we can't handle the disconnect event from the agent side in order to trigger som other processes as we used to do on Guest Chat API.

Any idea if this is being considered on the Open API roadmap?

Thanks,

Mario

Enrico,

I wasn't aware of a 30 second delay in the event after an agent logs out.  It might be worth making a post on the Developer Forum (https://developer.genesys.cloud/forum) to ask why that delay is there.  I'm sure someone from our engineering team will chime in on whether that's to be expected or not and if so then why.

what Jim shared is what we did.

With the notification topic subscription it is easy but regarding the user presence if agent logout you will receive the OFFLINE status after 30sec

@Jim Crespino this 30's seconds delay is not so good :(

Thank you Enrico, your post is really helpfull. Could you please provide more detailed information regarding the aws event bridge integration?

Regards,

Yep! We use open messaging  with notification topic subscriptions (also with aws event bridge integration) to manage agent disconnect or for example customer that does not write after x min...

It could be more easy to have a platform configuration...

Just to chime in on this one.  If you are building a Social Messaging "connector" that will be proxying hundreds, thousands, or 10s of thousands of simultaneous active conversations, Open Messaging API is the easier API to use because you do not have to maintain a persistent connection for each conversation.  Web Messaging is going to require you to maintain a websocket for each active conversation you are proxying across.

If you use the Open Messaging API and need to get the Agent Joined and Agent Left events, then you can create a single Websocket connection to Genesys Cloud using our Notification API and you can subscription to conversation events for the conversations your are actively proxying, and then watch for then the agent participant gets added to the conversations (Agent Joined) and when the agent participant has a status of disconnect (Agent Left).  

That is a patterns that has been used by many of our AppFoundry partners using the Open Messaging API and it works quite well.

Sure, see the guidance in corresponding Idea here, for how to enroll to Beta: https://genesyscloud.ideas.aha.io/ideas/DXWMM-I-26

Angelo, can we have access to the beta API?

Hey @Mario Sanchez out of curiosity: why are you migrating to Open Messaging APIs from Guest Chat, rather than Web Messaging APIs?

We do have Conversation Disconnect event available (now in Beta) on Web Messaging APIs, but perhaps there's a good reason to use Open Messaging for your integration.

Hello team,

Once we have moved from Guest Chat API to Open messaging API, we are facing a huge problem that is that we can't handle the disconnect event from the agent side in order to trigger som other processes as we used to do on Guest Chat API.

Any idea if this is being considered on the Open API roadmap?

Thanks,

Mario

Jim, is there any option to filter topic events as channel type, for example only for Message?

Enrico,

I wasn't aware of a 30 second delay in the event after an agent logs out.  It might be worth making a post on the Developer Forum (https://developer.genesys.cloud/forum) to ask why that delay is there.  I'm sure someone from our engineering team will chime in on whether that's to be expected or not and if so then why.

what Jim shared is what we did.

With the notification topic subscription it is easy but regarding the user presence if agent logout you will receive the OFFLINE status after 30sec

@Jim Crespino this 30's seconds delay is not so good :(

Thank you Enrico, your post is really helpfull. Could you please provide more detailed information regarding the aws event bridge integration?

Regards,

Yep! We use open messaging  with notification topic subscriptions (also with aws event bridge integration) to manage agent disconnect or for example customer that does not write after x min...

It could be more easy to have a platform configuration...

Just to chime in on this one.  If you are building a Social Messaging "connector" that will be proxying hundreds, thousands, or 10s of thousands of simultaneous active conversations, Open Messaging API is the easier API to use because you do not have to maintain a persistent connection for each conversation.  Web Messaging is going to require you to maintain a websocket for each active conversation you are proxying across.

If you use the Open Messaging API and need to get the Agent Joined and Agent Left events, then you can create a single Websocket connection to Genesys Cloud using our Notification API and you can subscription to conversation events for the conversations your are actively proxying, and then watch for then the agent participant gets added to the conversations (Agent Joined) and when the agent participant has a status of disconnect (Agent Left).  

That is a patterns that has been used by many of our AppFoundry partners using the Open Messaging API and it works quite well.

Sure, see the guidance in corresponding Idea here, for how to enroll to Beta: https://genesyscloud.ideas.aha.io/ideas/DXWMM-I-26

Angelo, can we have access to the beta API?

Hey @Mario Sanchez out of curiosity: why are you migrating to Open Messaging APIs from Guest Chat, rather than Web Messaging APIs?

We do have Conversation Disconnect event available (now in Beta) on Web Messaging APIs, but perhaps there's a good reason to use Open Messaging for your integration.

Hello team,

Once we have moved from Guest Chat API to Open messaging API, we are facing a huge problem that is that we can't handle the disconnect event from the agent side in order to trigger som other processes as we used to do on Guest Chat API.

Any idea if this is being considered on the Open API roadmap?

Thanks,

Mario

Yes, a match criteria like this would filter on only "MESSAGE" interactions:

{
  "jsonPath": "mediaType",
  "operator": "Equal",
  "value": "MESSAGE"
}

Jim, is there any option to filter topic events as channel type, for example only for Message?

Enrico,

I wasn't aware of a 30 second delay in the event after an agent logs out.  It might be worth making a post on the Developer Forum (https://developer.genesys.cloud/forum) to ask why that delay is there.  I'm sure someone from our engineering team will chime in on whether that's to be expected or not and if so then why.

what Jim shared is what we did.

With the notification topic subscription it is easy but regarding the user presence if agent logout you will receive the OFFLINE status after 30sec

@Jim Crespino this 30's seconds delay is not so good :(

Thank you Enrico, your post is really helpfull. Could you please provide more detailed information regarding the aws event bridge integration?

Regards,

Yep! We use open messaging  with notification topic subscriptions (also with aws event bridge integration) to manage agent disconnect or for example customer that does not write after x min...

It could be more easy to have a platform configuration...

Just to chime in on this one.  If you are building a Social Messaging "connector" that will be proxying hundreds, thousands, or 10s of thousands of simultaneous active conversations, Open Messaging API is the easier API to use because you do not have to maintain a persistent connection for each conversation.  Web Messaging is going to require you to maintain a websocket for each active conversation you are proxying across.

If you use the Open Messaging API and need to get the Agent Joined and Agent Left events, then you can create a single Websocket connection to Genesys Cloud using our Notification API and you can subscription to conversation events for the conversations your are actively proxying, and then watch for then the agent participant gets added to the conversations (Agent Joined) and when the agent participant has a status of disconnect (Agent Left).  

That is a patterns that has been used by many of our AppFoundry partners using the Open Messaging API and it works quite well.

Sure, see the guidance in corresponding Idea here, for how to enroll to Beta: https://genesyscloud.ideas.aha.io/ideas/DXWMM-I-26

Angelo, can we have access to the beta API?

Hey @Mario Sanchez out of curiosity: why are you migrating to Open Messaging APIs from Guest Chat, rather than Web Messaging APIs?

We do have Conversation Disconnect event available (now in Beta) on Web Messaging APIs, but perhaps there's a good reason to use Open Messaging for your integration.

Hello team,

Once we have moved from Guest Chat API to Open messaging API, we are facing a huge problem that is that we can't handle the disconnect event from the agent side in order to trigger som other processes as we used to do on Guest Chat API.

Any idea if this is being considered on the Open API roadmap?

Thanks,

Mario

Thanks Jim, where should I use the Json? In the Advanced Configuration tab inside the Amazon EventBridge Integration?

Yes, a match criteria like this would filter on only "MESSAGE" interactions:

{
  "jsonPath": "mediaType",
  "operator": "Equal",
  "value": "MESSAGE"
}

Jim, is there any option to filter topic events as channel type, for example only for Message?

Enrico,

I wasn't aware of a 30 second delay in the event after an agent logs out.  It might be worth making a post on the Developer Forum (https://developer.genesys.cloud/forum) to ask why that delay is there.  I'm sure someone from our engineering team will chime in on whether that's to be expected or not and if so then why.

what Jim shared is what we did.

With the notification topic subscription it is easy but regarding the user presence if agent logout you will receive the OFFLINE status after 30sec

@Jim Crespino this 30's seconds delay is not so good :(

Thank you Enrico, your post is really helpfull. Could you please provide more detailed information regarding the aws event bridge integration?

Regards,

Yep! We use open messaging  with notification topic subscriptions (also with aws event bridge integration) to manage agent disconnect or for example customer that does not write after x min...

It could be more easy to have a platform configuration...

Just to chime in on this one.  If you are building a Social Messaging "connector" that will be proxying hundreds, thousands, or 10s of thousands of simultaneous active conversations, Open Messaging API is the easier API to use because you do not have to maintain a persistent connection for each conversation.  Web Messaging is going to require you to maintain a websocket for each active conversation you are proxying across.

If you use the Open Messaging API and need to get the Agent Joined and Agent Left events, then you can create a single Websocket connection to Genesys Cloud using our Notification API and you can subscription to conversation events for the conversations your are actively proxying, and then watch for then the agent participant gets added to the conversations (Agent Joined) and when the agent participant has a status of disconnect (Agent Left).  

That is a patterns that has been used by many of our AppFoundry partners using the Open Messaging API and it works quite well.

Sure, see the guidance in corresponding Idea here, for how to enroll to Beta: https://genesyscloud.ideas.aha.io/ideas/DXWMM-I-26

Angelo, can we have access to the beta API?

Hey @Mario Sanchez out of curiosity: why are you migrating to Open Messaging APIs from Guest Chat, rather than Web Messaging APIs?

We do have Conversation Disconnect event available (now in Beta) on Web Messaging APIs, but perhaps there's a good reason to use Open Messaging for your integration.

Hello team,

Once we have moved from Guest Chat API to Open messaging API, we are facing a huge problem that is that we can't handle the disconnect event from the agent side in order to trigger som other processes as we used to do on Guest Chat API.

Any idea if this is being considered on the Open API roadmap?

Thanks,

Mario

Oh, on Event Bridge I don't believe there is any filtering that can be done within Genesys.  You'd have to perform filtering in your Lambda base on the event attributes that you receive.

Thanks Jim, where should I use the Json? In the Advanced Configuration tab inside the Amazon EventBridge Integration?

Yes, a match criteria like this would filter on only "MESSAGE" interactions:

{
  "jsonPath": "mediaType",
  "operator": "Equal",
  "value": "MESSAGE"
}

Jim, is there any option to filter topic events as channel type, for example only for Message?

Enrico,

I wasn't aware of a 30 second delay in the event after an agent logs out.  It might be worth making a post on the Developer Forum (https://developer.genesys.cloud/forum) to ask why that delay is there.  I'm sure someone from our engineering team will chime in on whether that's to be expected or not and if so then why.

what Jim shared is what we did.

With the notification topic subscription it is easy but regarding the user presence if agent logout you will receive the OFFLINE status after 30sec

@Jim Crespino this 30's seconds delay is not so good :(

Thank you Enrico, your post is really helpfull. Could you please provide more detailed information regarding the aws event bridge integration?

Regards,

Yep! We use open messaging  with notification topic subscriptions (also with aws event bridge integration) to manage agent disconnect or for example customer that does not write after x min...

It could be more easy to have a platform configuration...

Just to chime in on this one.  If you are building a Social Messaging "connector" that will be proxying hundreds, thousands, or 10s of thousands of simultaneous active conversations, Open Messaging API is the easier API to use because you do not have to maintain a persistent connection for each conversation.  Web Messaging is going to require you to maintain a websocket for each active conversation you are proxying across.

If you use the Open Messaging API and need to get the Agent Joined and Agent Left events, then you can create a single Websocket connection to Genesys Cloud using our Notification API and you can subscription to conversation events for the conversations your are actively proxying, and then watch for then the agent participant gets added to the conversations (Agent Joined) and when the agent participant has a status of disconnect (Agent Left).  

That is a patterns that has been used by many of our AppFoundry partners using the Open Messaging API and it works quite well.

Sure, see the guidance in corresponding Idea here, for how to enroll to Beta: https://genesyscloud.ideas.aha.io/ideas/DXWMM-I-26

Angelo, can we have access to the beta API?

Hey @Mario Sanchez out of curiosity: why are you migrating to Open Messaging APIs from Guest Chat, rather than Web Messaging APIs?

We do have Conversation Disconnect event available (now in Beta) on Web Messaging APIs, but perhaps there's a good reason to use Open Messaging for your integration.

Hello team,

Once we have moved from Guest Chat API to Open messaging API, we are facing a huge problem that is that we can't handle the disconnect event from the agent side in order to trigger som other processes as we used to do on Guest Chat API.

Any idea if this is being considered on the Open API roadmap?

Thanks,

Mario

Ooops I wanted to avoid a high volume of events but anyways we will do the filtering on lambda. Thanks a lot.

Oh, on Event Bridge I don't believe there is any filtering that can be done within Genesys.  You'd have to perform filtering in your Lambda base on the event attributes that you receive.

Thanks Jim, where should I use the Json? In the Advanced Configuration tab inside the Amazon EventBridge Integration?

Yes, a match criteria like this would filter on only "MESSAGE" interactions:

{
  "jsonPath": "mediaType",
  "operator": "Equal",
  "value": "MESSAGE"
}

Jim, is there any option to filter topic events as channel type, for example only for Message?

Enrico,

I wasn't aware of a 30 second delay in the event after an agent logs out.  It might be worth making a post on the Developer Forum (https://developer.genesys.cloud/forum) to ask why that delay is there.  I'm sure someone from our engineering team will chime in on whether that's to be expected or not and if so then why.

what Jim shared is what we did.

With the notification topic subscription it is easy but regarding the user presence if agent logout you will receive the OFFLINE status after 30sec

@Jim Crespino this 30's seconds delay is not so good :(

Thank you Enrico, your post is really helpfull. Could you please provide more detailed information regarding the aws event bridge integration?

Regards,

Yep! We use open messaging  with notification topic subscriptions (also with aws event bridge integration) to manage agent disconnect or for example customer that does not write after x min...

It could be more easy to have a platform configuration...

Just to chime in on this one.  If you are building a Social Messaging "connector" that will be proxying hundreds, thousands, or 10s of thousands of simultaneous active conversations, Open Messaging API is the easier API to use because you do not have to maintain a persistent connection for each conversation.  Web Messaging is going to require you to maintain a websocket for each active conversation you are proxying across.

If you use the Open Messaging API and need to get the Agent Joined and Agent Left events, then you can create a single Websocket connection to Genesys Cloud using our Notification API and you can subscription to conversation events for the conversations your are actively proxying, and then watch for then the agent participant gets added to the conversations (Agent Joined) and when the agent participant has a status of disconnect (Agent Left).  

That is a patterns that has been used by many of our AppFoundry partners using the Open Messaging API and it works quite well.

Sure, see the guidance in corresponding Idea here, for how to enroll to Beta: https://genesyscloud.ideas.aha.io/ideas/DXWMM-I-26

Angelo, can we have access to the beta API?

Hey @Mario Sanchez out of curiosity: why are you migrating to Open Messaging APIs from Guest Chat, rather than Web Messaging APIs?

We do have Conversation Disconnect event available (now in Beta) on Web Messaging APIs, but perhaps there's a good reason to use Open Messaging for your integration.

Hello team,

Once we have moved from Guest Chat API to Open messaging API, we are facing a huge problem that is that we can't handle the disconnect event from the agent side in order to trigger som other processes as we used to do on Guest Chat API.

Any idea if this is being considered on the Open API roadmap?

Thanks,

Mario

what Jim shared is what we did.

With the notification topic subscription it is easy but regarding the user presence if agent logout you will receive the OFFLINE status after 30sec

@Jim Crespino this 30's seconds delay is not so good :(

Thank you Enrico, your post is really helpfull. Could you please provide more detailed information regarding the aws event bridge integration?

Regards,

Yep! We use open messaging  with notification topic subscriptions (also with aws event bridge integration) to manage agent disconnect or for example customer that does not write after x min...

It could be more easy to have a platform configuration...

Just to chime in on this one.  If you are building a Social Messaging "connector" that will be proxying hundreds, thousands, or 10s of thousands of simultaneous active conversations, Open Messaging API is the easier API to use because you do not have to maintain a persistent connection for each conversation.  Web Messaging is going to require you to maintain a websocket for each active conversation you are proxying across.

If you use the Open Messaging API and need to get the Agent Joined and Agent Left events, then you can create a single Websocket connection to Genesys Cloud using our Notification API and you can subscription to conversation events for the conversations your are actively proxying, and then watch for then the agent participant gets added to the conversations (Agent Joined) and when the agent participant has a status of disconnect (Agent Left).  

That is a patterns that has been used by many of our AppFoundry partners using the Open Messaging API and it works quite well.

Sure, see the guidance in corresponding Idea here, for how to enroll to Beta: https://genesyscloud.ideas.aha.io/ideas/DXWMM-I-26

Angelo, can we have access to the beta API?

Hey @Mario Sanchez out of curiosity: why are you migrating to Open Messaging APIs from Guest Chat, rather than Web Messaging APIs?

We do have Conversation Disconnect event available (now in Beta) on Web Messaging APIs, but perhaps there's a good reason to use Open Messaging for your integration.

Hello team,

Once we have moved from Guest Chat API to Open messaging API, we are facing a huge problem that is that we can't handle the disconnect event from the agent side in order to trigger som other processes as we used to do on Guest Chat API.

Any idea if this is being considered on the Open API roadmap?

Thanks,

Mario

Just to chime in on this one.  If you are building a Social Messaging "connector" that will be proxying hundreds, thousands, or 10s of thousands of simultaneous active conversations, Open Messaging API is the easier API to use because you do not have to maintain a persistent connection for each conversation.  Web Messaging is going to require you to maintain a websocket for each active conversation you are proxying across.

If you use the Open Messaging API and need to get the Agent Joined and Agent Left events, then you can create a single Websocket connection to Genesys Cloud using our Notification API and you can subscription to conversation events for the conversations your are actively proxying, and then watch for then the agent participant gets added to the conversations (Agent Joined) and when the agent participant has a status of disconnect (Agent Left).  

That is a patterns that has been used by many of our AppFoundry partners using the Open Messaging API and it works quite well.

Sure, see the guidance in corresponding Idea here, for how to enroll to Beta: https://genesyscloud.ideas.aha.io/ideas/DXWMM-I-26

Angelo, can we have access to the beta API?

Hey @Mario Sanchez out of curiosity: why are you migrating to Open Messaging APIs from Guest Chat, rather than Web Messaging APIs?

We do have Conversation Disconnect event available (now in Beta) on Web Messaging APIs, but perhaps there's a good reason to use Open Messaging for your integration.

Hello team,

Once we have moved from Guest Chat API to Open messaging API, we are facing a huge problem that is that we can't handle the disconnect event from the agent side in order to trigger som other processes as we used to do on Guest Chat API.

Any idea if this is being considered on the Open API roadmap?

Thanks,

Mario

Just to chime in on this one.  If you are building a Social Messaging "connector" that will be proxying hundreds, thousands, or 10s of thousands of simultaneous active conversations, Open Messaging API is the easier API to use because you do not have to maintain a persistent connection for each conversation.  Web Messaging is going to require you to maintain a websocket for each active conversation you are proxying across.

If you use the Open Messaging API and need to get the Agent Joined and Agent Left events, then you can create a single Websocket connection to Genesys Cloud using our Notification API and you can subscription to conversation events for the conversations your are actively proxying, and then watch for then the agent participant gets added to the conversations (Agent Joined) and when the agent participant has a status of disconnect (Agent Left).  

That is a patterns that has been used by many of our AppFoundry partners using the Open Messaging API and it works quite well.

Sure, see the guidance in corresponding Idea here, for how to enroll to Beta: https://genesyscloud.ideas.aha.io/ideas/DXWMM-I-26

Angelo, can we have access to the beta API?

Hey @Mario Sanchez out of curiosity: why are you migrating to Open Messaging APIs from Guest Chat, rather than Web Messaging APIs?

We do have Conversation Disconnect event available (now in Beta) on Web Messaging APIs, but perhaps there's a good reason to use Open Messaging for your integration.

Hello team,

Once we have moved from Guest Chat API to Open messaging API, we are facing a huge problem that is that we can't handle the disconnect event from the agent side in order to trigger som other processes as we used to do on Guest Chat API.

Any idea if this is being considered on the Open API roadmap?

Thanks,

Mario