Garima,
If you are willing to develop some code, you could conceivably use our Bot Connector (https://developer.genesys.cloud/commdigital/textbots/botconnector-customer-api-spec) to bridge from an inbound messaging flow to a 3rd party chat system like MS Teams or Zoom. The Bot Connector has some rules in place about how long the Bot/Human can take to respond, but you might be able to work around those limitations. The Bot Connector is designed to integrate to an AI system, but the AI could be a living, breathing human.
You might also be able to use a Bot Flow (or even the inbound message flow itself) with Data Actions to build a bridge to those systems as well. You would just have to loop in the flow calling the Data Action so send any messages to the 3rd party system and to pickup any replies that they have replied with.
Good luck,
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Jim Crespino
Senior Director, Developer Evangelism
Genesys
https://developer.genesys.com------------------------------
Original Message:
Sent: 02-14-2024 05:01
From: garima balodi
Subject: Transferring a web message (chat ) from inbound message flow to other messaging platform (like MS teams , zoom )
Hi Community ,
Is it possible to transfer an incoming web message / chat on an inbound message flow to external chat providers (like MS Teams or Zoom)?
E.g. : Customer messages -> it comes to genesys cloud inbound message flow -> after some logical checks and due to some functional requirements , this chat needs to be transferred to external chat provider (e.g. MS Teams user or a zoom user . These users are not setup in Genesys cloud and do not consume a GC license).
Any integration or app foundry available for this ?
Regards
Garima.
#Implementation
#Integrations
#Unsure/Other
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Regards
Garima.
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