paulsmith3 | 2023-02-05 07:43:35 UTC | #1
HI Team,
Is there any way to send an agent a direct message using API? or Will I need to subscribe to that user's chat and then send it? was hopping for something like webhook but I know that is not possible, any pointer would be appreciated
tim.smith | 2023-02-06 14:29:12 UTC | #2
There are no APIs available for business (non-ACD) chat. You can request new features and share your use case at https://genesyscloud.ideas.aha.io/.
You could implement ACD web chat/messaging and host the widget on an intranet page that employees can access. This would allow them to ACD chat into other queues, but the initiating agent won't see the conversation for themselves in Genesys Cloud; they'll be an external user.
If you're trying to send a message in an existing web chat, you can use the agent chat APIs: https://developer.genesys.cloud/commdigital/digital/webchat/agentchat. (web chat v2 only, web chat v1 and web messaging do not have agent-side APIs)
system | 2023-03-09 14:30:11 UTC | #3
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