12/20/2023 0 Comments Open messaging![]() ![]() > or is the consultant using a CRM with Genesys embedded in it (Embeddable Framework)? ![]() ![]() > I mean from where in Genesys Desktop: typing the number and text directly (SMS on behalf of a Queue), selecting an External Contact (stored in Genesys Cloud), from a Script or a custom webapp. How does the consultant/agent generate the interaction? " in genesys our consultant starts an interaction and sends a message to our clients, and clients reply back to genesys"ĭo you mean an SMS interaction (Genesys Cloud SMS)? Scenario 2 - Exchange between consultant (Genesys Cloud Contact Center Agent) and "intermediate" contact about a lead.Scenario 1 - Direct exchange between consultant (Genesys Cloud Contact Center Agent) and client. ![]() I mean I understand there are 2 scenarii: Sorry, several questions - as I am not sure I understand 100% of the flow - in case I can think of something that could help. I know it probably doesn't sound like a perfect use case for open messaging, can you please advise if there's another way of doing this or am I missing anything here? Our solution is to start the SMS from our CRM by other SMS provider(such as Twilio) so we can capture all the custom attributes(for contact A and B), once our in house SMS webhook got the reply, we can then send the original SMS and the reply as a merged message (or multiple messages) to Genesys queue by making the API call /api/v2/conversations/messages/inbound/open, so consultants can get notified and start working on it, and when consultant replies the SMS in genesys, our genesys outbound webhook will be triggered and call Twilio to send the actual SMS, but again there's no way to pass the custom attributes. send a message to contact A about one of his leads (contact B), there's no way to do that unless the consultant manually tag the lead id(as contact B) in the SMS body so later we can capture the lead id and sync back to the db, but the issue here is there's no way we can guarantee the consultants can always remember to tag the lead id. Can I get some help here please, the use case here is, in genesys our consultant starts an interaction and sends a message to our clients, and clients reply back to genesys, they do real time interaction, and we sync the data back to our database, it works when there's only one contact, but when there're two contacts involved then it won't work, e.g. ![]()
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