How to Send Message or Notice to Chat Session from Workflow

Introduction

Genesys allows to send messages and notices (types are limited) to chat session from a workflow (an URS/ORS strategy).

For example, when a customer starts a chat session from the web page, the chat session is created in Chat Server and corresponding interaction is submitted in Interaction Server. At some point, the interaction is processed by the workflow, which can send a message like "agent will be with you shortly... " and then the routing starts (to find an agent to serve this chat communication).

Prerequisites

Interaction Server application (in configuration) must be connected to Chat Server application's "ESP" port.