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I am developing middleware that enables Open Messaging to process message requests originating from the UI. These requests are routed through an API gateway, which then passes them to a function responsible for executing the relevant Open Messaging APIs.

Currently, I have implemented two-way communication: the UI can send inbound requests to Genesys Cloud, which receives these and routes the interaction to an agent. The agent's responses are also displayed on the UI.

I now want to enhance the user experience by displaying a typing indicator on the UI when the agent is typing, and likewise, showing a typing indicator to the agent when the user is typing.

The Open Messaging API provides a POST endpoint at /api/v2/conversations/messages/{conversationId}/communications/{communicationId}/typing
which, as I understand, is used to signal the typing indicator for inbound events (i.e., when the user is typing a reply).

My questions are: 

• Which API should be used to notify the UI when the agent is typing, so that the typing indicator appears for the user?
• How does the typing indicator function within the message configuration settings, where I have already enabled the typing indicator?

I was able to successfully display the Agent Typing indicator on the UI. However, I'm still struggling to show the typing indicator on the Agent's view when a customer is typing from the UI.

I tried using the /api/v2/conversations/messages/{conversationId}/communications/{communicationId}/typing endpoint from the Developer Tools with valid conversationId and communicationId. Although I received a 204 response indicating "Message typing event sent," the typing indicator does not appear on the Agent's screen.

Could someone please assist me in finding a solution?

I am developing middleware that enables Open Messaging to process message requests originating from the UI. These requests are routed through an API gateway, which then passes them to a function responsible for executing the relevant Open Messaging APIs.

Currently, I have implemented two-way communication: the UI can send inbound requests to Genesys Cloud, which receives these and routes the interaction to an agent. The agent's responses are also displayed on the UI.

I now want to enhance the user experience by displaying a typing indicator on the UI when the agent is typing, and likewise, showing a typing indicator to the agent when the user is typing.

The Open Messaging API provides a POST endpoint at /api/v2/conversations/messages/{conversationId}/communications/{communicationId}/typing
which, as I understand, is used to signal the typing indicator for inbound events (i.e., when the user is typing a reply).

My questions are: 

• Which API should be used to notify the UI when the agent is typing, so that the typing indicator appears for the user?
• How does the typing indicator function within the message configuration settings, where I have already enabled the typing indicator?

Hi Syed,

Thanks for sharing your findings. I'm currently facing the exact same issue.

I'm working on a similar Open Messaging middleware integration and encountered the same behaviour:

• Sending a typing event via /api/v2/conversations/messages/{conversationId}/communications/{communicationId}/typing returns a 204 No Content,

• But the typing indicator never appears on the agent's side when the user is typing.

Additionally, I observed that the endpoint is not functioning when using the client_credentials grant, despite the Genesys API documentation indicating that this grant type is supported. The response in that case is:

{  "message": "This request requires a user context. Client credentials cannot be used for requests to this resource.",  "code": "bad.request"}

I've opened a support ticket with Genesys, and so far, it appears that the functionality to display end-user typing indicators to the agent may not be supported at all, although it's not clearly documented.

Did you manage to get this working, or have you received any official clarification?

I would appreciate any update you can share.

Best regards,

Nacho González

I was able to successfully display the Agent Typing indicator on the UI. However, I'm still struggling to show the typing indicator on the Agent's view when a customer is typing from the UI.

I tried using the /api/v2/conversations/messages/{conversationId}/communications/{communicationId}/typing endpoint from the Developer Tools with valid conversationId and communicationId. Although I received a 204 response indicating "Message typing event sent," the typing indicator does not appear on the Agent's screen.

Could someone please assist me in finding a solution?

I am developing middleware that enables Open Messaging to process message requests originating from the UI. These requests are routed through an API gateway, which then passes them to a function responsible for executing the relevant Open Messaging APIs.

Currently, I have implemented two-way communication: the UI can send inbound requests to Genesys Cloud, which receives these and routes the interaction to an agent. The agent's responses are also displayed on the UI.

I now want to enhance the user experience by displaying a typing indicator on the UI when the agent is typing, and likewise, showing a typing indicator to the agent when the user is typing.

The Open Messaging API provides a POST endpoint at /api/v2/conversations/messages/{conversationId}/communications/{communicationId}/typing
which, as I understand, is used to signal the typing indicator for inbound events (i.e., when the user is typing a reply).

My questions are: 

• Which API should be used to notify the UI when the agent is typing, so that the typing indicator appears for the user?
• How does the typing indicator function within the message configuration settings, where I have already enabled the typing indicator?

Hi Syed,

Thanks for sharing your findings. I'm currently facing the exact same issue.

I'm working on a similar Open Messaging middleware integration and encountered the same behaviour:

• Sending a typing event via /api/v2/conversations/messages/{conversationId}/communications/{communicationId}/typing returns a 204 No Content,

• But the typing indicator never appears on the agent's side when the user is typing.

Additionally, I observed that the endpoint is not functioning when using the client_credentials grant, despite the Genesys API documentation indicating that this grant type is supported. The response in that case is:

{  "message": "This request requires a user context. Client credentials cannot be used for requests to this resource.",  "code": "bad.request"}

I've opened a support ticket with Genesys, and so far, it appears that the functionality to display end-user typing indicators to the agent may not be supported at all, although it's not clearly documented.

Did you manage to get this working, or have you received any official clarification?

I would appreciate any update you can share.

Best regards,

Nacho González

I was able to successfully display the Agent Typing indicator on the UI. However, I'm still struggling to show the typing indicator on the Agent's view when a customer is typing from the UI.

I tried using the /api/v2/conversations/messages/{conversationId}/communications/{communicationId}/typing endpoint from the Developer Tools with valid conversationId and communicationId. Although I received a 204 response indicating "Message typing event sent," the typing indicator does not appear on the Agent's screen.

Could someone please assist me in finding a solution?

I am developing middleware that enables Open Messaging to process message requests originating from the UI. These requests are routed through an API gateway, which then passes them to a function responsible for executing the relevant Open Messaging APIs.

Currently, I have implemented two-way communication: the UI can send inbound requests to Genesys Cloud, which receives these and routes the interaction to an agent. The agent's responses are also displayed on the UI.

I now want to enhance the user experience by displaying a typing indicator on the UI when the agent is typing, and likewise, showing a typing indicator to the agent when the user is typing.

The Open Messaging API provides a POST endpoint at /api/v2/conversations/messages/{conversationId}/communications/{communicationId}/typing
which, as I understand, is used to signal the typing indicator for inbound events (i.e., when the user is typing a reply).

My questions are: 

• Which API should be used to notify the UI when the agent is typing, so that the typing indicator appears for the user?
• How does the typing indicator function within the message configuration settings, where I have already enabled the typing indicator?