ghola | 2020-12-23 10:55:42 UTC | #1
Our home grown CRM has tickets which allow some level of interaction with our customers. Our customer agents are currently working both Purecloud and our ticketing system. We would like to have a way to track the time they spend inside the tickets as part of a Purecloud interaction. Reading through the API docs, it looks like this is what we need: https://developer.mypurecloud.de/api/tutorials/chat-email-routing/?language=python&step=1 . My thought is that when a ticket reply comes in the CRM we can at least trigger an interaction notification inside Purecloud, so the agent knows to go to our ticketing system to handle it.
So I'm trying to create an INBOUND external conversation with a third party provider using the Purecloud API (Client Credentials). I was expecting that the "htmlBody" or "textBody" present in the API docs would end up showing in the UI, but it does not show anything in the Purecloud UI for an agent accepting the interaction. I also tried posting inbound messages to this newly created interaction, in the hope that the "subject" field of these API requests would be visible in the UI, but no luck. Is this a bug or is it meant to work in this way? If it's the latter, what use is it? The only thing it does is letting the agent know the interaction has been started in a third party system, but the agent has no idea which system or how to find that interaction (a ticket ID or anything to help him identify it other than just the name or email of the client).
The only thing that we seem to be able to control is the "fromName" and "fromAddress", so we were thinking of abusing the "fromName" to include a ticket id. However this seems hacky and rather limiting (we were hoping for at least a link/URL so the agent can just click on it instead of having him manually search for the ticket).
Surely there are better ways to approach this?
tim.smith | 2020-12-23 17:05:12 UTC | #2
ghola, post:1, topic:9586
I was expecting that the "htmlBody" or "textBody" present in the API docs would end up showing in the UI, but it does not show anything in the Purecloud UI for an agent accepting the interaction.
This assumption is incorrect. When using 3rd party chats or emails, the Genesys Cloud agent UI does not display any content. Your integration is responsible for delivering content to the agent via a script or external application. For more information, see Third Party Email and Chat Routing.
system | 2021-01-23 17:05:16 UTC | #3
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This post was migrated from the old Developer Forum.
ref: 9586